Job Description

Who We Are:

F12 was built by uniting IT consulting firms from across Canada around a common vision - to combat risk and complexity by continuously crafting business technology platforms that empower business leaders to focus and thrive. We aim to elevate IT conversations (from ingredients to outcomes) and deliver fully designed solutions where there are no bad options.

General Description:

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded individuals to join us on our journey.

The Position:

The Technical Escalations Analyst (T3) works closely with team members and clients, bringing the right balance of customer service and technical skills. They will be a part of a group of technicians that are highly technical and experienced who will work together to solve technical issues for clients while maintaining high levels of customer satisfaction.

A Technical Escalations Analyst (T3) will be an escalation point for more junior team members and be a point of contact for F12 clients and vendors. They should possess advanced technical and computer knowledge as well as good knowledge of client and their systems, including but not limited to, networking settings, firewalls, and virtualization. They are a point of strength within the department, is able to manage time and tasks adequately and closes most tickets with ease.

Responsibilities:

Be the final escalation point where you bring with you all Tier 1 and Tier 2 Technician duties, and provide advanced application specific knowledge to assist other technicians when necessary Bring the advanced knowledge of O365 as well as PowerShell and CMD Confident in configuring and troubleshooting VMware issues Demonstrated ability in supporting other technicians on how to set up a server, with the ability to restore a server in approximately one hour Advise Tier 2 technicians what questions to ask a Vendor and assist Tier 1 technicians on a general basis Be confident subject matter expert in 2 or more areas, ex. VMware, Microsoft Exchange, etc Build and maintain strong customer relationships with the highest standards of professionalism Monitor support queues in real time Troubleshoot, research, repair and upgrade existing infrastructure and applications as needed/required Assist in planning, testing and deploying new infrastructure and applications

Requirements:

Minimum 4-5 years of experience in IT Help Desk/Support or equivalent combination of education and experience Certifications in Microsoft, CompTIA A+/Network+ are an asset Ability to multi-task and handle simultaneous requests Demonstrate problem solving abilities to address client issues High level of efficiency and accuracy Ability to explain solutions to others with varying degrees of technical knowledge Perseverance and hard worker who won't give up until the right solution is found Constant learner; certification will be required as part of development at F12 Ability to be on-call/work after hours occasionally

What You Can Expect from Us:

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we've got your back. Here are some of the components of our total rewards plan:



Health Spending or RRSP Matching Three weeks vacation plus extra Flex Days Reimbursements for educational advancement and certifications Leadership development opportunities and growth coaching

Our Equal Opportunity Commitment:

F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law. For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.

Benefits:

Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Tuition reimbursement Vision care High Class Office Amenities

Please note that we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.