Escalation technician

TITLE: Escalation technician

INDUSTRY: Information & Technology

LOCATION: Richmond Hill, Ontario

About the role:

As an escalation technician, you are the escalation point as well as primary on client If you have superb troubleshooting skills and want to be hands-on with the newest technology, then this client may be a great fit for This will be a hybrid role, so candidates must be located in the

About our client:

Our client provides a great working environment where you can not only learn but grow within the organization with lots of incentives along the Our client s team are very hands on and given direct control over a variety of solutions and Some of the great incentives they offer are;

Employee hardware purchase incentive program

Company sponsored benefits package

Client satisfaction quarterly bonus program

Catered office food coffee and snacks

Their very own gym!

Responsibilities:

Documentation - Leaving detailed notes on requirements and

o Record, track, and document the service desk incident-solving procedure, including all successful and unsuccessful decisions made and actions taken, through to final

Be the escalation point for the L1 team and assist when things get busy

Escalate incidents with accurate documentation to a suitable technician or vendor, when

Troubleshoot network and firewall

Implement operating system hardening for Windows and Linux servers

Use remote tools and diagnostic utilities to aid in

All technicians will be required to complete the prescribed certifications as part of their employment

Qualifications:

Strong understanding and hands-on experience with:

o Computer and server hardware

o Networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)

o Windows Server (multiple versions)

o Microsoft Active Directory

Microsoft Exchange / O365

o Maintenance, Back-ups and Patching

Exceptional written and oral communication skills as well as interpersonal skills, with a focus on rapport-building, listening, and questioning

Must have the ability to work independently and identify priorities for completion of multiple tasks

Education and Experience

Experience in managed services (MSP) or value-added reseller (VAR) environment is a must have to apply

College diploma or university degree in the field of computer science and 3+ years of solid IT help desk

Additional weight will be given to the candidate with the following:

o MSCE, MCE or MCP or equivalent certifications

o Network +

o ITIL Foundation certification

o Fortinet NSE4

If Interested:

Please send your resume and project list in confidence toKevin Budhram, for You can also contact Kevin in full confidence at 416-731-3525 to learn more about this rare

We thank all applicants for their kind interest, however, only those with relevant experience will be contacted at this All resumes and project lists will be considered for all other current relevant roles as well as be kept on file for future consideration, so please don t hesitate to