Senior Support Services Technician

ID Fusion is looking to hire a Senior Support Services Technician to join our team.  Do you want to work for a company that focuses on values, to both their clients and employees? A company that believes healthy, productive, and engaged employees drive organizational performance and success? Do you have a passion for helping people?  When asked, are you the “Go To” for your friends and families’ technical support issues?  Do you enjoy the challenge of troubleshooting and resolving IT issues? If this sounds like you, we'd love to meet with you!

The Technical Support Representative will support multiple clients both onsite and remotely.  Their prime responsibility is to provide our clients with IT Support to quickly resolve their hardware, software, server, and network issues and provide them with the level of service they expect. The Technical Support Representative is also responsible for supporting and maintaining our internal staff and IT infrastructure.

Skills and Experience

• Exceptional customer service skills, treating customers how they want to be treated
• At least 5+ years experience in an IT support role as a Tier 2 Technician
• High-level experience with desktop and server operating systems in Small Business environments
• Proven experience in monitoring system reliability and improving performance
• Thorough knowledge of Active Directory, management and troubleshooting
• Knowledge of standard network protocols (DNS, DHCP, NTP, SSH) and TCP/IP
• Experience with the configuration of networking infrastructure such as VLANs, VPNs and firewalls
• Experience configuring and troubleshooting VPN connections and other remote access solutions
• Ability to troubleshoot high-level issues with Windows 10 through 11
• Server support both physical and virtual
• Must have CompTIA A+ certification
• Highly experience with Microsoft 365 administration and support
• Familiar with IT Ticketing systems and service level management
• Experience and knowledge in domains and hosting
• Strong documentation skills
• Strong communication skills – written and oral

Desired Personal Attributes

• Highly self-motivated and directed
• Ability to work with minimal supervision and show results
• Takes ownership and never gives up
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and multitask in a high-pressure environment
• Exceptional customer service and communication skills
• Team player with outstanding interpersonal skills.
• Excellent time management and organization skills
• Great listener with a high level of patience
• Willingness to obtain required certifications to perform job functions if required
  

Other Qualifications

Transportation - Must have own transportation; willing to travel regularly throughout Manitoba; valid driver's license; travel expenses paid by employer

ID Fusion is proud to be a Manitoba Indigenous owned and operated company.  Employment Equity is a factor in selection. Applicants are requested to indicate in their covering letter or resumé if they are from any of the following groups: Women, Indigenous Peoples, Visible Minorities and Persons with a Disability.