L2 Technical support

We are looking for an additional L2 Service Desk role to work with our Canadian client who must be fluent in English and have +5 years of experience.

Role and Responsibilities:

1. Actively engage in support queue calls, promptly and carefully addressing client requirements.
2. Efficiently handle the lifecycle of incidents and request tickets, from opening to closure.
3. Conduct regular system health checks, promptly address issues, and document results thoroughly.
4. Monitor and maintain systems performance, swiftly troubleshooting and resolving outages within specified SLAs to ensure minimal disruption to client operations.
5. Promptly escalate critical incidents as necessary, ensuring all stakeholders are informed throughout the resolution process.
6. Contribute to the ongoing documentation of processes, systems, and configurations to enhance efficiency and ensure consistency in service delivery.
7. Provide hands-on support for the configuration, installation, and testing of systems, ensuring seamless integration into client environments.
8. Utilize industry-standard monitoring and analysis tools to identify and address potential issues before they escalate proactively.
9. Collaborate with sales, project management, and operations teams to define deliverables and timelines and ensure alignment with client expectations.
10. Ensure the quality of all technical outputs meets or exceeds expectations, striving for excellence in service delivery.
11. Triage support requests efficiently, orchestrating resolution efforts with the team to deliver timely solutions to clients.
12. Provide responsive first-line support to customer inquiries via email, telephone, or text, demonstrating empathy and professionalism in all interactions.
13. Identify, reproduce, communicate, and document bugs and common requests, contributing to ongoing process improvement efforts.
14. Keep the team informed of emerging trends and major issues, fostering a culture of continuous learning and improvement.
15. Contribute to developing training materials, site configurations, and adoption tactics to enhance client satisfaction and engagement.

Required Skills and Experience:

1. A bachelor's degree in computer science or equivalent is preferred.
2. Must be fluent in English
3. Experience + 5 years
4. +5 years of experience in an MSP environment, demonstrating a track record of excellence in service delivery.
5. Exceptional attention to detail and ability to quickly assimilate new information.
6. Strong communication skills, both verbal and written, with a focus on delivering outstanding customer service.
7. Proven ability to thrive in a fast-paced, dynamic environment, both as part of a team and independently.
8. Self-motivated with a drive to continually progress and improve processes.
9. Willingness to participate in non-standard working time models as required to meet client needs.
10. Successful completion of security clearance check.

Working Knowledge:

1. Proficiency in Microsoft Windows 10, 11, 2012, 2016 Active Directory, DNS, WINS, DHCP.
2. Strong understanding of cloud technologies, including Office 365, Azure, and AWS.
3. Familiarity with Cisco iOS, Palo Alto, and networking tools and concepts, as well as TCP/IP fundamentals.
4. Deep understanding of Windows Server, Microsoft services, and backup/recovery technologies.
5. Knowledge of network concepts in virtualized environments, such as VMware and Hyper-V.
6. Ability to troubleshoot large multi-vendor networks effectively.
7. Demonstrated ability to communicate effectively under pressure and break down complex technical issues into manageable elements.