Tier 2 Support Specialist

David Aplin Job Details

Tier 2 Support Specialist

Edmonton, AB

Contract

Posted Date: 30/03/2022

Job ID: 9D709114330

Information Technology

If you are a talented and experienced Tier 2 Support Specialist David Aplin Group has the right opportunity for you! Our Edmonton-based client is adding two 6-month contractors to their IT team.  
 
Benefits & Perks:
  • Laptop, software, and cell phone provided
  • 6-month contract with potential extension and possible transition to a full-time permanent position.
  • 37.5-hour work week with after-hours covered with time in lieu
  • On-site at the beginning of the contract with potential for hybrid moving forward.
  • Vaccination policy in place
Responsibilities:
  • Troubleshoots and resolves IT issues via phone, remote, and in-person
  • Communicate regularly with employees to ensure that they understand how to access and request various IT services
  • Determine the best solution based on the issue and details provided by customers
  • Create and manage Service Requests and Incidents through a ticketing system
  • Sitting between levels 1 & 3 would provide support to both with solving technical problems, escalations as required and resolving them
  • Provide accurate information on IT products or services
  • Record events/problems and their resolution in logs
  • Follow-up and update customer status and information
  • Escalate issues to your manager, to resolve issues outside of scope or knowledge base
  • Identify and suggest possible improvements to procedures
  • Support for VPN and Remote Desktop Services
  • Good basic knowledge of Server, Network Infrastructure, and Microsoft Cloud 365 services would be ideal
  • Advanced troubleshooting and administration of Windows-based applications, operating systems (Desktop and Server), and Server Roles (AD DS, DNS, Print Server)
  • Writing IT technical documentation (how-to and troubleshooting guides)
  • Collaborate and work as part of the team to successfully achieve common goals
  • Participate in projects, initiatives, and complete tasks as assigned
Qualifications:
  • Post-secondary education in Technology or equivalent work experience
  • 3-4+ years’ experience in a Help Desk role
  • Strong technical aptitude and hands-on experience
  • Proven experience providing Level 1&2 Technical support – desktops, printers, phones, etc.
  • Basic understanding of Windows Servers and networking
  • Understanding of Office 365 management, Exchange Online, and Microsoft Active Directory
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve advanced computer technical issues
  • Excellent communication skills as this are a user-facing role
  • Must be able to multi-task
  • Customer-oriented and cool-tempered
  • Must be able to work evenings and weekends whenever necessary
  • Ability to travel from one location to another when required for support
  • PowerShell experience is preferred
  • Mac experience is considered an asset
Job ID: 9D709114330
 
If you are interested in this position and meet the qualifications, apply today! We thank all applicants; however, only those who are authorized to work in Canada or are selected for an interview will be contacted.
 
David Aplin Group, one of Canada’s Best Managed Companies, is an employment agency specializing in finding top talent for exceptional organizations across North America. There are no fees to apply to our jobs or engage with our recruiters to find a new career. Companies hire us to help them grow their teams. Visit our website to learn more: www.aplin.com

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