Senior Support Technician

Position Overview:

We are looking for a L3 Support Technician who plays a pivotal role within our Professional Services Department. From a fully remote setting, you will mainly be focused on deploying previously designed IT solutions, developing design/architecture and planning of new solutions. Additionally, you will work on escalations coming from the support team, especially critical issues. We are looking for a self-starter who will collaborate with other team members to help identify and prevent problems before they arise. We are a progressive IT Consultancy offering IT solutions, support, and managed services and are looking for an innovative problem-solver to join our team. This role requires advanced technical skills to troubleshoot complex issues, implement sophisticated solutions, and provide mentorship to junior technicians.

The ideal candidate will combine deep technical knowledge with excellent communication skills and a commitment to providing superior customer service. The successful applicant will need to be a quick learner who can handle multiple priorities, with a focus on quality. You must be able to provide outstanding customer service first and foremost while also being able to work your way around a wide variety of IT systems and technologies.

Responsibilities:

Advanced Technical Support: Serve as the primary remote point of escalation for complex technical issues that junior technicians cannot resolve. Diagnose and rectify advanced technical issues across various products and platforms, leveraging remote tools and techniques.

Solution Implementation (Projects): Deploy and configure sophisticated hardware, software, or technology solutions for clients. Ensure solutions are implemented efficiently and meet the clients’ specifications and requirements.

Remote Client Communication: Maintain consistent communication with clients, ensuring they are informed and satisfied throughout the project process. Participate in remote consultations, regular updates, and post-implementation reviews with clients using various digital communication tools. Translate complex technical jargon into comprehensible language for diverse client audiences.

Training and Mentorship: Conduct remote training sessions for both internal teams and clients using webinars, screen-sharing tools, and other digital platforms. Guide and mentor Level 1 and Level 2 technicians, promoting a culture of continuous learning.

Documentation and Reporting: Develop, maintain, and share detailed documentation of solutions, troubleshooting methodologies, and best practices for remote service delivery. Involvement in developing and managing the Standard Operating Procedures (SOP)

Quality Assurance: Validate and test solutions remotely to ensure they adhere to company standards and client requirements. Offer insights and suggestions for remote service delivery enhancements, provide feedback to the engineering and development teams for product enhancements.

Continuous Learning: Stay updated with the latest technological advancements and industry best practices. Attend workshops, training, and seminars to enhance technical expertise.

Project Management: Collaborate with the project management team to ensure projects are completed on time and within scope. Assist in project scoping, resource allocation, and risk assessment. Manage client expectations; create and execute project work plans and revise as appropriate to meet changing needs and requirements.

Collaboration: Collaborate seamlessly with various departments and global teams in a remote capacity. Utilize digital collaboration tools effectively for team projects and communication.

Other assignment as per business needs

Participate in a rotating on call schedule (afterhours and weekends)

KPIs:

Tool Proficiency: Evaluation of the technician’s ability to effectively use remote support tools, software, and platforms.

Billable Utilization Rate: Percentage of the technician’s available time that is spent on billable work or directly contributing to client projects.

Project Completion Rate: Percentage of projects or tasks completed on time versus those delayed or overdue.

Solution Designs Completion: Number of solution designs completed

Qualifications, Knowledge and Skills:

Bachelor’s degree in Computer Science, Information Technology, or related field.
Minimum of 5 years of experience in a professional services technician role, with at least 3 years at a senior or level 3 position.
Prior experience in a remote technical support role is a must.
Relevant industry certifications (e.g., CompTIA, Cisco, Microsoft) are considered an asset.
Excellent problem-solving and analytical skills.
Strong verbal and written communication skills.
Ability to lead and mentor junior technicians.
Strong organizational and time-management skills.

Technical Knowledge of:

Hardware, software, security tools and network infrastructure including:
MUST Cloud services (Microsoft 365, Azure, AWS)
Google Cloud
Microsoft client and server operating systems
Experience implementing routers and switches (Fortinet, Cisco)
RMM system administration experience (Datto RMM).
Microsoft SQL Server/Oracle/MySQL
Active Directory, LDAP, network management (TCP/IP, DHCP, DNS, firewalls), and printer management servers.
UNIX/Linux/iOS/macOS/Android/
Wi-fi setup and wireless security protocols (Meraki, Ubiquity)
Network and mobile security standards
Knowledge and experience with virtualization technologies – VMware and Hyper-V preferred.