Senior Network Specialist (Level 3)

This is a remote position.

Must own a vehicle.

Strong customer service skills (Communication skills a must)

Salary: $80-100k

Location: North York

Mostly remote or Client site (all GTA clients)

Our Client, understands that every companies IT needs are unique. That's why they offer a comprehensive range of IT services and support, customized to meet the specific needs of any organization. From managed IT services and cloud computing to data backup and recovery, they have the expertise and experience to keep any business running smoothly.

Our Client is searching for a candidate that will work on-site and remotely to assist our team to deliver great products and services anytime and anywhere. The chosen candidate must demonstrate a commitment to customer delight and strong technical knowledge via training, certifications and/or industry experience generally resulting in the ability to deploy and support advanced & complex solutions.

Both remote and onsite technical support for client issues

Management of advanced technologies such as UTM / Firewall, VoIP Servers, VPNs, SQL Database management and others

Assisting our support leadership team with proper prioritization & scheduling

Responding to and assisting clients with technical issues, while meeting customer service and response time (SLA) objectives.

Understanding client needs and suggesting solutions to achieve their goals.

The Level 3 Network Engineer is responsible for:

Assist our Level 1 & 2 technicians with anything requiring escalation.

Create and maintain documentation including system processes and configurations.

Perform proactive remote and on-site tech support to clients for networking, hardware, software.

Troubleshoot customers technical computer issues and fully document actions and results.

Configure new equipment (eg. Firewalls, Servers, WiFi, networking, NAS drives, computers, switches, printers, etc.)

Create and document internal processes and procedures and follow existing processes and guidelines for routine tasks.

Onboarding new clients Conduct research to aid in troubleshooting and issue resolution

Create and update configuration documentation for client computer environments

Review documentation portal to ensure all information is up to date.

Manage multiple projects/tasks simultaneously.

Provide after-hours support and maintenance, as needed, to clients and their systems as required to minimize client downtime

Available for after-hour/weekend on-call

Work as a team (with out technicians and management) to improve customer service, client perception and satisfaction.

Respond to clients in a timely manner once notified of an issue.

Document all work performed, as it is performed, in our PSA tool, and keep the client informed of the status of issue resolution.

Provide maintenance and support for our internal IT systems and software tools.

Perform regular backup test restores to ensure backups are being performed properly.

Participate in team meetings by reporting status of to-do s, quarterly initiatives, and metrics, and helping to identify and resolve service delivery and customer issues.

Understand your clients businesses and gaining an understanding of how technology relates to their business strategy, goals and operations.

Ability to quickly and properly analyze an issue and take the proper steps to resolve it or elevate it to the proper resource for resolution.

Proactively monitor internal ticketing system to ensure timely resolution of issues

Must be self-motivated and self-directed with ability to work in a fast-moving environment.

Requirements

Technical Skills Mandatory:

Excellent working knowledge of firewall configuration and management for at least one of the following: Sophos XG, SonicWALL, Cisco Meraki or ASA Technical proficiency with advanced networking skills such as: VLANs, Layer 3 switching, Mesh WiFi and IPsec VPN

Technical proficiency with server operating systems such as Microsoft Windows Server. Experienced configuring advanced features such as Azure AD, Azure AD Connect and Remote Desktop Services.

Technical proficiency with administration of Microsoft Office 365 / Exchange, and Google Workplace

Ability to install and support Microsoft desktop and server operating systems and related programs (including Active Directory management)

Ability to install and support Apple Mac OS/X desktop operating systems and related programs

Ability to design, install and support server and desktop virtualization environments built on VMware ESX/I and Microsoft Hyper-V. Citrix Xen would be useful but not mandatory

Experience with remote access tools such as LogMeIn, TeamViewer, AnyDesk, etc.

Strong familiarity with Microsoft Office 365, Microsoft Exchange, SharePoint and SQL Server

Proficient with common peripherals: Printers, Routers, WiFi, UPS s, Firewalls, Switches

Proficient with basic hardware repairs, eg. replacing laptop hard drive, RAM upgrade, etc.

Experience supporting various disaster recovery solutions Experience with cloud service platforms like Amazon AWS, Microsoft Azure, Google, and others

Proactive approach to support. Ability to identify problems in advance in order to continuously improve service delivery.

Proven problem solver

Self-motivated and passionate about technology and IT support

* Asset, but not mandatory: *

Microsoft certifications (MCSA, MCSE)

Apple certifications

Cisco certification

Ability to perform simple cabling jobs (Cat 5e, Cat 6, patch panels, etc.)

Familiarity with Intuit QuickBooks

Familiarity with other key software applications, eg. Adobe Creative Cloud

Familiarity with Line-of-Business Software such as Sage One, Accpac, Spectra, Yardi, etc.

Technical Skills Mandatory: Excellent working knowledge of firewall configuration and management for at least one of the following: Sophos XG, SonicWALL, Cisco Meraki or ASA Technical proficiency with advanced networking skills such as: VLANs, Layer 3 switching, Mesh WiFi and IPsec VPN Technical proficiency with server operating systems such as Microsoft Windows Server. Experienced configuring advanced features such as Azure AD, Azure AD Connect and Remote Desktop Services. Technical proficiency with administration of Microsoft Office 365 / Exchange, and Google Workplace Ability to install and support Microsoft desktop and server operating systems and related programs (including Active Directory management) Ability to install and support Apple Mac OS/X desktop operating systems and related programs Ability to design, install and support server and desktop virtualization environments built on VMware ESX/I and Microsoft Hyper-V. Citrix Xen would be useful but not mandatory Experience with remote access tools such as LogMeIn, TeamViewer, AnyDesk, etc. Strong familiarity with Microsoft Office 365, Microsoft Exchange, SharePoint and SQL Server Proficient with common peripherals: Printers, Routers, WiFi, UPS s, Firewalls, Switches Proficient with basic hardware repairs, eg. replacing laptop hard drive, RAM upgrade, etc. Experience supporting various disaster recovery solutions Experience with cloud service platforms like Amazon AWS, Microsoft Azure, Google, and others Proactive approach to support. Ability to identify problems in advance in order to continuously improve service delivery. Proven problem solver Self-motivated and passionate about technology and IT support * Asset, but not mandatory: * Microsoft certifications (MCSA, MCSE) Apple certifications Cisco certification Ability to perform simple cabling jobs (Cat 5e, Cat 6, patch panels, etc.) Familiarity with Intuit QuickBooks Familiarity with other key software applications, eg. Adobe Creative Cloud Familiarity with Line-of-Business Software such as Sage One, Accpac, Spectra, Yardi, etc.