Job Description

About iSpire

iSpire is a growing IT Service provider in Saint John, New Brunswick with operations centered in Atlantic Canada, but expanding internationally. Founded in 2007, iSpire's main line of business is as a Managed Services Provider. In this role, iSpire's team of professional technicians, network administrators, and senior technicians act as their customers' external IT department. This approach allows small and medium size businesses to gain the power & knowledge base of a large IT department, without the large price tag. As such, iSpire handles everyday ticketing and special projects planning & execution for their customers, and in some cases act in a similar role to that of a CIO. Other lines of business for iSpire include Video Surveillance Systems, VoIP Phone Systems, Cloud Hosting Options, and Custom Application Development.

At iSpire, employees can grow with the company. Each employee is encouraged to share ideas for projects, growth, and take ownership of their own professional development. This includes the opportunity to gain new knowledge & expertise in current technology offerings or new areas of interest. iSpire strives to promote a healthy culture by being a morally sound company, being flexible with employee schedules, and offer employees a great Healthcare Plan and RRSPs.

Job Overview:

Information Technology seeks an IT

Tier-II Service Desk Technician

who will, under general supervision, use their knowledge and experience to improve and increase the effectiveness and efficiency of Service Desk operations. The Tier-II Service Desk Technician will resolve incident and service request tickets that are escalated to them from Tier-I. The Tier-II Service Desk Technician will provide first level escalation support to Tier-I, support the customer remotely and desk-side, troubleshoot and install hardware, software, and peripherals. The candidate will clearly document tickets for escalation to Tier-III and provide customer training as needed to support the business functions of the iSpire client.

You will cultivate a professional work ethic and thrive in a team environment, along with a strong sense of duty and a reputation for being dependable. Your customer service (soft) skills must be fully matured and skilled in deescalating tense situations. You must be well organized with ability to work independently. You show initiative and act independently to resolve tickets, manage multiple priorities, and follow through on customer engagement.

Tier-II Service Desk Technician

Location:

Saint John

Type:

Full-Time

Are you passionate about IT support and customer service? We're looking for a

Tier-II Service Desk Technician

to join our team. In this role, you'll be the first point of escalation for technical issues from Tier 1 resources, gathering information and working closely with other internal SME's teams, while ensuring a great customer experience.

What You'll Do

Provide accurate, professional, and timely documented updates to all assigned tickets. Follow and execute documented and approved policy, processes, and procedures. Troubleshoot computers, applications, printers, and peripherals, remotely and desk-side, using individual experience and documented Incident models. Communicate clearly and concisely, verbally and in writing, with users and technical support. Provide end-user support at client locations and remotely via Kaseya Management Platform Support and deploy servers, network equipment, desktops and client applications Provisioning of accounts and access Plan, execute, and implement infrastructure and business system projects Be client focused providing exceptional customer service Experience supporting Windows environments, Active Directory and Exchange Proficient in MS operating systems, Windows 10/11 and windows Server 2008 and above. MAC support is a plus Office 365 applications experience Prior experience working in a managed service or in a field technician capacity Experience with Autotask or related system Experience with Kaseya or related system Hardware knowledge; laptops, desktops, servers, networking Strong background in network technologies; switches, routers, wireless, LAN/WAN, VPN, VoIP

Coaching IT Help Desk Level I and Level II Technicians

Resolve all issues presented to you from junior technician Other duties as assigned by Management Excellent interpersonal skills, effective communicator and problem solver Driven to improve customer satisfaction, both internally and externally Ability to always maintain professionalism under high pressure situations Must be able to meet team goals and enjoy working collaboratively as a team Effectively coach Tier I and Tier II Technicians

What We're Looking For

Working knowledge of TCP/IP, DNS, and DHCP functionality. (Certifications an asset) Office 365 (Certifications an asset) Edge/Google Chrome/Mozilla Workstation and peripheral hardware troubleshooting Imaging best practices Anti-virus tool operations Basic SaaS connectivity Software licensing understanding Client VPN tools Multiple third-party applications

Why Join Us?

Work with a skilled and supportive IT team Gain hands-on experience with diverse systems and technologies Continuous learning and certification opportunities Competitive compensation and growth potential Competitive pay and benefits Flexible, people-first environment
Job Types: Full-time, Permanent

Pay: $42,000.00-$50,000.00 per year

Benefits:

Casual dress Company events Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Vision care Wellness program
Work Location: In person