Team Lead, Tier 1 Technical Support

Do you want to make a big impact on a fast-growing IT organization? Do you want to be part of a team that truly supports employee growth and development? Are you someone with strong technical, leadership, organization, time management, and communication skills? Then, we want you!
We’re looking to hire a Technical Support Lead for Tier 1 Systems Administrators and Dispatch team members. The Team Lead will be involved in the Development, Planning, Coaching, Training and Documentation for the Service Desk. You will foster and promote a culture of service delivery excellence with a focus on team collaboration, new opportunities, and continual service improvement for our customers both internal and external.
Life at ProServeIT is fast paced, performance-driven, rewarding, and fun! We value and support our team members' career growth and ongoing professional development. And we recognize their achievements and outstanding results on a regular basis. We work hard and play hard.
"People Matter. Be like gumby. Do it right." These are the three values we follow every day. These truly represent who we are and what we care about.
Excited? Read on and apply! Looking forward to hearing from you.
Responsibilities

• This is a full-time position leading Tier 1 Systems Administrators and ticket escalations to Tier 2 and 3 support team using a suite of tools designed to provide a seamless onsite and remote support experience for the end users. Job specific duties include:
• Being the voice of ProServeIT to our customers!
• Managing the flow of requests from multiple intake channels: telephone, email, and IM.
• Ensuring customer support requests are addressed and resolved in a timely manner, as per KPIs ensuring customer satisfaction.
• Monitor the support queue to ensure support tickets are actioned appropriately.
• Troubleshoot wireless network issues remotely on customer sites.
• Provide leadership and guidance to junior analysts and fosters learning and growth through mentoring and on the job training.
• Test and document new products/releases/updates so Tier 1 Systems Administrators can follow the changes.
• Escalate issues with third party vendors as appropriate.
• Participate in a weekly on-call rotation.
• Review Smileback data daily and help coach team members on feedback and document coaching plans.

Qualifications

• 7+ years’ experience in an IT support role with 3 years’ experience as a Team Leader
• 5+ years’ experience working with Active Directory, Server 2008+, SQL, Microsoft Exchange, Azure, AWS, Apple OSX.
• Microsoft Certifications – MCTS/MCSE and/or certificates in Windows 7,8,10, Active Directory, 2008 Server Administration.
• Experience supporting or certifications in Azure, Office 365. (AZ-ess or AZ-900).
• Experience with ConnectWise, Automate, Kaseya, Intune, or ITGLUE.
• Experience working with VMware, Hyper-V.
• Experience with Network Design and Implementation principles
• Good understanding of networking concepts, systems, and services, EG ISP services, routers, firewalls, switches, TCP/IP.
• Real passion for helping people and solving problems.
• Availability to work after-hours, weekends and shift work when necessary.
• Bilingual (English/French) – added advantage.

Core Skills

• Microsoft Office
• Office 365
• DNS/DHCP
• Azure Active Directory
• Microsoft Intune
• Exchange Server
• Teams
• SharePoint
• OneDrive
• MFA Setup and troubleshooting
• Network support of switches, firewalls and wireless
• DHCP, DNS, Vlans, Gateways and Subnets
• VPN setup and troubleshooting
• Registrars and External DNS
• Certificate Creation/Renewals
• Troubleshooting Windows Server 2012, 2016, 2019, 2022
• NTFS File permissions
• Desktop troubleshooting and setup of Windows 10, Windows 11
• Peripheral setup – Printers, Scanners etc.
• Hyper-V, VMWare, Citrix
• ITGlue
• Connectwise Manage
• Connectwise Automate
• Windows File and Print
• SQL Server
• Active Directory Certificate
• Active Directory Federation
• Superior interpersonal skills with a high level of professionalism
• Excellent communication in verbal and written English
• Strong customer service skills and ability to build rapport
• Confident and at ease with Canadian business culture.
• Ability to work well under pressure and within a fast-paced environment
• Ability to manage multiple projects/assignments simultaneously and shifts priorities as necessary
• Organization and time-management
• Attention to detail
• Self-starter
• Technical Problem-solving

Diversity, Inclusion and Accessibility
ProServeIT values diversity of thought and is proud to be an equal opportunity employer. We are committed to creating a diverse and inclusive environment where all people feel supported, connected, and belonging at work. All applications will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, national origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.