L2 Service Technician

This position is responsible for providing first & second tier technical support related to computers systems, hardware, or software.  

This position will be the enhanced response resource for business customers and will perform initial and secondary analysis and troubleshooting to rectify problems and, if necessary, provide enhanced products and services to prevent the problem in the future.

Key Accountabilities:

• Provide front-line technology support to a broad range of businesses. 

• Triage/Document all issues, troubleshooting steps and final resolution in helpdesk ticketing system. 

• Track and resolve customer support tickets as assigned. 

• Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures. 

• Perform bench-level hardware troubleshooting and repair as needed.  

• Perform preventative maintenance on customers' networks and systems.  

• Document and prepare higher level issues for upper-level engineers.  

• Provide remote technical support as needed.  

• Assist the team with technology projects and deployments.  

• Communicate daily with customers, coworkers, and management. 

Specific Job Tasks:

ConnectWise Functions
• Ticket Creation
• Ticket Time Entries
• Trained on Notes
• Forward Schedule

IT Documentation
• Add data to pre-existing assets

Configurations & Setups
• Remote Access Setup
• Printer & Scanner Configurations
• Workstation/Laptop/Tablets Setup
• WAP/Wi-Fi Setup
• Basic router DCHP/ WAN setup

• Switch and VLAN configurations
• NAS Setup
• Office 365 Software Setup
• Setup O365 and Email Setup

• RMM Site and Agent Creation  

• Firewall/Router Config/Setup  

• Server Setup  

• WAP Controllers  

• Ubi Cloud Controller Setups

Troubleshooting and Diagnostics

• Basic email issues
• Office Products
• All workstations, laptops, tablets issues
• OS related issues
• Printer and Scanner Issues
• Workstations

• Basic Server

• Basic 365

• Basic Networking

Software

• Quickbooks/Sage Updates

• Practice Management Updates

• Fee Guide/ITrans etc  

EDR/Antivirus

• Exclusions/WhiteListing/Policies

• EDR Site Setup

• EDR Agent/Sofware Updates

• EDR Roll Backs

• General Antivirus Remediation  

Disaster Recovery

• Setup and Config

• Server

• Workstations

• 365 Recovery

• Provide Escalation Support to L1 Technical Service Specialists

• Other duties as assigned. 

Position Expectations:

Must Have:

• Post-secondary education in a related field or equivalent education and work experience.

• 3 to 5 years of desktop experience.

• 3 to 5 years server experience a plus.

• Excellent hardware and software troubleshooting abilities.

• Working knowledge of ConnectWise. 

• A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus. 

• Excellent communications/customer relationship skills.  

• Intermediate knowledge of desktop operating systems.  

• Intermediate knowledge of Microsoft Office applications.  

• Basic knowledge of networked workstation and server configurations.  

• Experience in Routers and Network Switches configurations. 

• Excellent organizational skills. 

• An ergonomically designed work from home office space.  

• Ability to attend the London office as required. 

• Ability to travel to client sites within the London, ON area +/-25km. 

• Possess a valid Driver's License and Clean Drivers record. 

Nice to have:

• Previous leadership skills. 

• Ability to influence without authority. 

• Ability to upsell products and services. 

To explore our open roles and learn more about possible opportunities please send your resume to careers@consysgroup.com

Consys Group Inc retains the right to alter all content and expectations detailed within this Position Description to meet operational and client needs and to ensure optimal business continuity. Alterations directly impacting an incumbent will be provided in writing in adherence with applicable legislation.