Systems Support Professional

What You’ll Do:

• Provide remote service assistance through the use of various web-based remote support tools when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance with each client’s.
• Service Level Agreement (SLA).
• Maintain service ticket ownership throughout the life of the support incident.
• Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
• Actively monitor all customer systems and services and respond to device-down scenarios.
• Develop knowledge of multiple systems and processes in order to troubleshoot problems.
• React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
• Follow all other processes and quality standards as assigned by the Service Desk Manager.
• Availability to work 24/7.

Who You Are:

• College diploma or equivalent.
• Current industry‐relevant certifications (Microsoft, Cisco, VMware, etc.) would be an asset.
• Strong knowledge of (and ability to troubleshoot issues related to) Operating System, Antivirus, Malware, Spyware,
• Active Directory, Printers, Mobile Device activation, etc.
• Strong knowledge of common client‐side productivity application suites (Microsoft Office 365, Google Workspace, SSO, Cloud platforms, etc.)
• Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange
• Server, WSUS, Hyper‐V, VMware vSphere, etc.
• Basic working knowledge of (and ability to troubleshoot issues related to) Network Operations Center, monitoring and management of the network, servers, databases, firewalls, devices and related external services.
• 1-3 years of previous support experience working in a technology / systems department directly supporting customers.
• Fluent in English (mandatory).
• Strong written and communication skills; strong interpersonal skills.
• Strong organizational and planning skills.
• Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.