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Help Desk IT Technician

Who is Connectability?

Connectability has been delivering industry-leading Managed IT Services, Cybersecurity Services, cloud services, and data backup solutions to clients across the GTA for over 26 years. While a lot has changed in that time, one thing that hasn’t changed is our commitment to providing the very best IT support services in the Greater Toronto Area.

Who is Connectability looking for?

To help us care for our growing customer base, we are looking for the right person to join our dynamic team. If you are an experienced, passionate, highly motivated, customer-focused IT Support Technician and Help Desk Engineer, we want to hear from you!

The appropriate candidate must embody our Core Values. These values are the basis for how we hire, fire and promote our team members. These are central to everything we do. If you do not embody these characteristics, please do not apply.

• Customer focused: You take a can-do attitude to solving customer problems, and you are laser focused on delivering a positive service experience.
• Dependable & Accountable: You are committed to showing up prepared, on time, communicating clearly with all stakeholders, and making and keeping commitments. No excuses.
• Respect & Empathy: We treat all our stakeholders with respect because every person deserves to be treated with care. That includes colleagues, customers and vendors.
• Problem solving: We expect flexibility and a can-do attitude (see above). Solving problems is how we turn our customers into loyal, raving fans.
• Self-improvement: he selected candidate will show a commitment to lifelong learning and improvement.

You’ll have access to enterprise-grade technologies including 24//7/365 Remote Monitoring & Management (RMM) tools, a PSA ticketing system, and a long list of other tools we use to protect and proactively manage our client sites.

The successful candidate will meet the following criteria:

Job Description:

The IT Support Technician and Help Desk Engineer:

• Remote technical support for client issues
• Management of advanced technologies such as UTM / Firewall, VPNs, O365 Management and others
• Responding to and assisting clients with common technical issues, while meeting customer service and response time (SLA) objectives.
• Providing solutions to achieve client goals.

The selected candidate will work remotely to enable our clients to deliver great products and services – anytime and anywhere. The chosen candidate must demonstrate a commitment to customer delight and strong technical knowledge via training, certifications and/or industry experience, generally resulting in the ability to deploy and support advanced & complex solutions.

Duties & Responsibilities:

• Perform proactive remote and on-site tech support to clients for networking, hardware, software.
• Troubleshoot customers’ technical issues and fully document actions and results.
• Configure new computer equipment (i.e. Firewalls, WiFi, networking, NAS drives, Access Points, computers, servers, switches, printers, scanners etc.).
• Create and document internal processes and procedures and follow existing processes and guidelines for routine tasks.
• Assist with onboarding new clients
• Conduct research to aid in troubleshooting and issue resolution
• Create and update configuration documentation for client’s computer environments
• Managing multiple tasks simultaneously.
• Provide after-hours support and maintenance to clients and their systems as required. Primarily with the goal of minimizing client downtime.
• Available for after-hour/weekend on-call support based on a rotating schedule
• Delivering a WOW experience for our clients
• Working as a team (with other technicians and management) to improve customer service, client perception and satisfaction.
• Responding to clients in a timely manner once notified of an issue.
• Document all work performed, as it is performed, in our PSA tool, and keep the client informed of the status of issue resolution.
• Provide maintenance and support of internal IT systems.
• Perform regular backup test restores to ensure backups are being performed properly.
• Participate in team meetings by reporting on status of to-do's, quarterly initiatives and metrics, and helping to identify and resolve service delivery and customer issues.
• Ability to quickly and properly analyze an issue and take the proper steps to resolve it - or elevate it to the proper resource for resolution.
• Proactively monitor internal support queue to ensure timely resolution of issues
• Must be self-motivated and self-directed with ability to work in a fast-moving environment.
• Other duties as assigned

Technical Skills:

Mandatory:

• Working knowledge of firewall configuration and management for at least one of the following: Sophos XG, SonicWALL, Cisco ASA, Juniper
• Technical proficiency with administration of Microsoft 365 / Exchange, and Google Workspace
• Ability to install and support Microsoft desktop and server operating systems and related programs (including Active Directory management)
• Ability to install and support Apple Mac OS/X desktop operating systems and related programs
• Working knowledge of Linux (Ubuntu & CentOS), iOS and Android
• Experience with remote access tools like LogMeIn, AnyDesk, etc.
• Familiarity with Microsoft Office 365, Microsoft Exchange, and Sharepoint
• Proficient with common peripherals: Printers, Routers, WiFi, UPS’s, Firewalls, Switches
• Proficient with basic hardware repairs, eg. replacing laptop hard drive, RAM upgrade, etc.
• Experience with disaster recovery and backup solutions
• Basic experience with cloud service platforms like AWS, Google, BackBlaze and others
• Proven problem solver
• Self-motivated and passionate about technology and IT support

Desirable, but not mandatory:

• Microsoft certifications (MCSA, MCSE, etc.)
• Apple certifications
• Cisco certification
• Ability to perform simple cabling jobs (Cat 5e, Cat 6, patch panels, etc.)
• Familiarity with Intuit QuickBooks
• Familiarity with other key software applications, eg. Adobe Creative Cloud
• Familiarity with Line-of-Business Software such as Sage One, Accpac, Spectra, Yardi, etc.

Work Experience:

• MUST have at least 3 years practical experience working directly with end-users
• MUST have relevant experience with all the Mandatory items listed above

Interpersonal Skills:

• Must be totally committed to delivering customer delight
• Must be comfortable working in a team and individually
• Must have a can-do attitude
• Must be customer focused
• Must show a sense of urgency to customer and team requests/issues
• Must be respectful and empathetic to colleagues and customers
• Must be dedicated to continual improvement
• Must be a strong problem solver
• Must be dependable, and accountable
• Must be well organized
• Must be willing to conform to company standards
• Must be able to handle stressful situations in a congenial manner
• Must have great people skills – this is a client facing support role
• Must establish and maintain working relationships with clients and coworkers
• Must be prepared to occasionally work after-hours or on weekends as required
• Must have strong verbal and written communication skills
• Must be able to explain technical concepts in non-technical language

Salary & Benefits:

Salary will be competitive with industry norms and dependent on experience. We also offer bonus payouts, an employee incentive program, and a benefits program which includes life insurance, prescriptions and dental care, as well as a training allowance for Technicians to improve their skills.

Technical Support Specialist

Who is Connectability? Who do we work with?

Connectability is a rapidly growing Managed IT Services Provider located in central Toronto. We have been delivering industry-leading Managed IT Services, Cybersecurity Services, cloud services, and data backup to clients across the GTA for 26+ years. While a lot has changed in that time, one thing that hasn’t changed is our commitment to providing the best IT support services in the GTA.

Who is Connectability looking for?

To help us care for our growing customer base, we are looking for the right person to join our dynamic team. If you are an experienced, passionate, highly motivated, customer-focused Technical Support Specialist, we want to hear from you!

The appropriate candidate must embody our Core Values.

These are central to everything we do. If you do not embody these values, please do not apply.

• Customer focused/Can do: You take a can-do attitude to solving customer problems, and you are laser focused on delivering a positive service experience.
• Dependable & Accountable: You’re committed to showing up prepared, on time, communicating clearly with all stakeholders, and keeping commitments. No excuses.
• Respect & Empathy: We treat all our stakeholders with respect because every person deserves to be treated with care. That includes colleagues, customers and vendors.
• Self-improvement: we all show a commitment to lifelong learning and improvement.

Duties & Responsibilities:

The Technical Support Specialist is responsible for providing both remote and on-site technical support to clients. Below are some of the primary responsibilities for the role.

• Install, configure and maintain a vast array of IT environments and systems including LAN/WAN/WiFi networks, Firewalls, Servers, Storage, Cloud services and End-User support
• Create and update standards, procedures and checklists to ensure consistency across client and internal documentation
• Responding to and assisting with IT issues while meeting customer service and response time (SLA) objectives.
• Develop strong relationship with vendors, technical, operations and management teams with an overall goal of improving customer service, client perceptions and satisfaction
• Effectively managing multiple tasks/projects simultaneously
• Monitor support queue to respond to clients promptly once notified of an issue
• Document all work in our PSA tool, and keep clients informed of the status of issue resolution
• Proactively ensuring client business data are being backed up and recoverable
• Participate in technical meetings, initiatives, and discussions to improve service delivery
• Understand our clients’ businesses and how IT relates to their strategy, goals, and operations
• Analyze current technical designs, risks, and issues, proposing new and effective solutions
• Available to work between the hours of 8:00 am and 6:00 pm.
• Be available for after-hour/weekend on-call support based on a rotating schedule
• Assist junior technicians with anything requiring escalation
• Other duties as assigned

Technical Skills:

Mandatory:

• Strong understanding and knowledge of Firewall configuration and management, with experience with at least one of the following: Sophos XG, SonicWALL, Meraki, Cisco ASA, Palo Alto
• Thorough understanding of network technology and protocols including TCP/IP protocols, VLAN, VPN, DNS, SSL
• Working knowledge of virtualization technology like VMware ESXi, vSphere and Microsoft Hyper-V
• Ability to independently install and support VoIP systems, specifically Asterisk/FreePBX
• Knowledge of Microsoft Server roles and services including Domain Controller, File Server, SQL Server, Exchange, SharePoint
• Ability to install and support Desktop operating system (Windows & Apple Mac OS/X) and related programs
• Solid knowledge of Linux (Ubuntu & CentOS), iOS and Android
• Proficient with administering Microsoft Office365 and Google Workspace SaaS offerings
• Experience configuring storage and RAID controllers
• Experience working with Remote Monitoring & Management (RMM) tools and PSA ticketing system
• Experience managing cloud service hosted on Azure, AWS, Google, BackBlaze
• Administering and maintaining various Disaster Recovery and Backup Solutions

Desirable, but not mandatory:

• Industry recognised certifications such as A+, CCNA/P, MCSA/E, Azure, VCP
• Ability to perform simple cabling jobs (Cat 5e, Cat 6, patch panels, etc.)
• Familiarity with software such as QuickBooks, Sage One, Accpac, Spectra, Yardi, Adobe Creative Cloud, etc.

Work Experience:

MUST have at least 5-8 years practical experience working directly with end-users

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to sit for periods of time, while using hands to use a computer or other tech. You are frequently required to see, talk, and hear. You are occasionally required to stand, walk, and reach with hands and arms.
• Employees must regularly lift and/or move up to 50 pounds when IT equipment.
• The technician works primarily in an office setting with light to moderate noise.
• Requires local travel, a vehicle, and a valid Ontario driver’s license.

Salary & Benefits:

Salary will be consistent with industry norms and dependent on experience, typically between $66,000 and $82,000. We also offer bonuses, an employee incentive program, a benefits program, as well as a training allowance for Technicians to improve their skills.

IMPORTANT NOTES:

• Must be able to pass a Criminal Background Check prior to the end of the interview process.
• If selected for an Interview, costs associated with Criminal Records Check is reimbursed.
• If you do not meet all the criteria above, please do not apply. You will NOT be considered.
• Please respond via the job posting. NO AGENCIES, NO DROP INS.
• We will respond only to candidates who, in our sole opinion, meet the positions requirements

COVID-19 considerations:

We're operating remotely with limited staff in the office. We intend to return more staff to the office in the near term. We ensure all staff are protected with adequate PPE Equipment, in office, or on service calls.