Deskside Support Specialist

Location: Regina, Saskatchewan, Canada

Date Posted: 12-12-2017

Job Title: Deskside Support Specialist
Job ID #: 171232
Location: Regina, SK
Duration: 1 Year +
Start Date: ASAP
Interview Type: Phone & Skype

Responsibilities:

Provide hands on support for all end users; triaging tickets as appropriate
Manage Active Directory and O365 accounts which includes adding/deleting/modifying accounts, managing security, creating distribution groups and creating online archive.
Manage Backup and Recovery of Servers which includes monitoring backup jobs, restoring data when required, testing backup and recovery.
Manage Antivirus software distribution which includes installing Antivirus software, monitoring Admin console for errors, perform updates to Admin console and purchase/renew licenses.
Maintain workstations which includes setting up desktops, installing appropriate software, uninstalling software that is not needed, install computer peripherals as needed and rebuild desktops.
May require on-call availability and may require working during non-business hours and on weekends.
Monitoring systems availability, error conditions, adequate space allocation, backup integrity, and performance.
Maintain Cisco VOIP system which includes setting up Cisco 7945 IP phones, troubleshooting VOIP phone issues.
Maintain VPN as follows: Setup\Modify DUO mobile accounts (2 factor authentication), Troubleshoot VPN issues, Monitor OpenVPN.
Maintain Servers as follows: Apply patches, monitor space and errors, Upgrades, Backups.

Education/Certifications
· Relevant Microsoft Certifications such as: MCTS, MTA, MCSA and/or A+, ITIL

Experience
· 10 + years experience in a related role requiring confidentiality, customer service, prioritization, troubleshooting, and working independently to successfully install, configure, maintain and support Windows desktop operating systems and end user software.

· Proficiency with some or all of the following technologies: Windows 7 &10, Microsoft Office 365, Microsoft InTune, Active Directory, Group Policy, PowerShell Scripting, Installs and removals, PDQ, Command line, mobile devices, and Microsoft hardware including Surface Pros and Surface Hubs.

· Demonstrated ability to leverage appropriate technical tools to perform day-to-day tasks, root-cause analysis and service restoration Experience in a Windows server environment.

· Experience in working with antivirus software such as Cylance.

· Experience in working with Cisco VOIP system which includes Call Manager, Unity Connection (voice mail), Unified Communications Manager IM and Presence and Contact Center.

· Microsoft Azure and Office 365 experience required.

· Experience using Workfront is an asset

Skills and abilities
· Strong written and verbal communication skills

· Ability to interact with users from all levels of the organization professionally and effectively

· Ability to see possibilities, innovative and adaptable to course changes

· Self-starter and results oriented

· Collaborative and diplomatic

· Ability to uncover underlying needs / issues

· Ability to identify issues, risks and opportunities within a project

· Ability to work after core business hours when required

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