Opportunity: Senior IT Support Analyst

About This Role

ITS Consulting is looking for a Senior IT Support Technician (L2) to join our team. This position will provide timely and responsive IT Support Services for small to medium sized business clients, from configuration/installation of desktops, applications and network infrastructure, to addressing all issues related to their proper functioning and maintenance. This position reports to and takes direction from the Senior Director, Operations.

Responsibilities

1. Staff Helpdesk for internal network and desktop support
2. Be the ‘internal I.T,’ for clients in handling their hardware, software, and network support
3. Configure workstations, server hardware and network infrastructure
4. Install, support and troubleshoot software for servers, networks and workstations
5. Deploy systems designed by others in regards to installations/configurations of servers and load set-up, anti-virus software, backup systems etc.
6. Manage, diagnose and troubleshoot, in a step by step approach to monitor, test and solve hardware, software and infrastructure problems, including Windows Server (2012-2022), Active directory, Azure active directory, network security, Microsoft 365, permissions and policy, File servers, IIS, Exchange, Hyper-V, VMware, Hardware, Cisco Meraki
7. Anticipate networking and communications problems and implement preventive measures
8. Assist other technicians, as requested by Dispatch, in the investigation of problems, identification of root cause, adjustments/corrections to solve technical issues. Assist with the creation and documentation of proactive solutions
9. Provide on-site user training to clients as needed and within scope of their contracts
10. Provide on-call support after hours as needed
11. Take the time to ask sufficient questions and listen to the client to fully understand the ramifications of what may be wrong and the impact of applying a solution on dependencies
12. Support other equipment such as printers, copiers, faxes, laptops, etc.
13. Develop effective working relationships with clients, understanding the nature of their business, work practices and liaising with staff at all levels of the company
14. Identify problems and opportunities for businesses to improve their current IT processes by anticipating future requirements and making recommendations for latest technologies
15. Handle new client accounts in a professional manner, providing up-to-date technical information and system diagnostics
16. Conduct the pre-contract client assessment survey and make recommendations if requested to do so
17. Manage the on-boarding of new Managed Services Clients, if asked to do so
18. Maintain your KPIs as defined in this job description or as updated and agreed to as those metrics may change
19. Maintain both individual and company certifications as required

Requirements

• Associate or bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related Support, or equivalent combination of studies and experience required
• Minimum of five years’ experience within small to medium sized business environments in a Technical Support Services role
• Experience with MS Server 2012-2022, MS Exchange, Microsoft 365 installations, Intune and Autopilot, MS Outlook, Windows 10/11, exposure to MS SQL, & MS Teams
• 2-3 years managing Microsoft Enterprise Mobility – Azure Active Directory, Microsoft Endpoint Configuration Manager, Azure Information Protection, Microsoft Intune & Autopilot
• 2-3 years managing Microsoft Azure workloads
• Working knowledge of virtualization, Hyper-V, or equivalent
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols

Demonstrated ability to:

• • learn new technologies quickly and proficiently
  • troubleshoot, investigate, and accurately problem solve complicated network related issues
  • organize resources, establish priorities
  • Install and maintain Active Directory/Azure Active directory
  • Identify and resolve computer system malfunctions and operational problems
• Knowledge of computer and/or network security systems, applications, procedures, and techniques
• Experience with Hyperconverged platforms, VEEAM and Sentinal1 is preferred

Certifications

• • MCSE, MCTS, MCITP, or relevant M365 certifications
  • A+ and/or Network+
  • ITIL v3 2011 or ITIL4 Foundation certification

• Versatile technical ability and well able to handle multiple demands and shifting priorities in a confident and collected manner
• Excellent interpersonal and customer service skills with a commitment to deliver the highest quality service
• Will be expected to participate in certification training as required
• Strong diagnostic abilities and problem-solving skills
• Travel to local clients may be required