Respond to incoming service requests via telephone, web portal, and email, ensuring courteous, timely, and effective resolution of end-user issues.
Provision and set up systems for new hires, ensuring seamless integration into the team.
Prioritize incidents and service requests according to defined processes to consistently meet or exceed defined SLAs.
Utilize remote tools and diagnostic utilities to resolve support requests; perform hands-on fixes at the desktop level when remote tools are not suitable, including hardware repairs and peripheral deliveries.
Install, configure, and maintain hardware and software components across various network devices.
Install antivirus software, keep virus definitions up to date, and uphold company safety and security standards.
Manage servers through Active Directory, File & Print services, DNS, DHCP.
Regularly inspect and clean workstations, printers, and peripherals to prevent potential issues.
Establish and maintain positive relationships with all departments and colleagues, promoting a cooperative working environment.
Must possess a valid Driver's License and the ability to drive to customer locations when required.

College diploma or university degree in Computer Science or 3 years of equivalent work experience.
Office 365 administration.
Experience with desktop and server operating systems, including Windows 7, Windows 10, Server 2008, Server 2012, Server 2016, and Mac OS.
Active Directory knowledge is preferred.
Familiarity with networking devices and appliances.
Ninja RMM and Autotask PSA Experience preferred.
Exceptional written and oral communication.
Excellent customer service orientation.
Strong problem-solving abilities.
Exceptional interpersonal skills, focusing on rapport building, listening, and questioning.
Ability to work under moderate supervision.
Valid Driver's License is required for travel to customer locations.

IT Technician, Level II

Key skills