1. User Support and Problem Resolution: Provide support to global users by diagnosing and resolving issues related to operating systems, MS Office applications, email, specialized applications, internet connections, and hardware/peripheral equipment.
2. Vendor and Support Staff Coordination: Coordinate and manage relationships with vendors and support staff to resolve hardware, software, and network problems.
3. Troubleshooting and Diagnostics: Use strong troubleshooting skills to identify, log, research, isolate, and resolve technical issues effectively.
4. Documentation: Maintain excellent documentation of problems and resolutions to support effective tracking and future reference.
5. Technical Knowledge and Tools: Utilize familiarity with ticketing tools, Windows and Mac OS, Office 365 admin portal, Azure, SharePoint administration, and Active Directory for system management.
6. Firewall Management: Handle issues related to firewalls such as Fortigate, Cisco, and SonicWall.
7. Communication: Exhibit excellent communication skills in both written and spoken English to interact effectively with users and team members.
8. Innovative Problem-Solving: Solve complex, non-routine problems with innovative solutions, including performing cost/benefit analysis.
Requirements:
1. Proficiency in diagnosing and resolving problems through discussions with users, including problem recognition, logging, research, isolation, resolution, and follow-up.
2. Strong troubleshooting skills for issues related to operating systems, MS Office applications, email, specialized applications, internet connections, and hardware/peripheral equipment.
3. Familiarity with ticketing tools.
4. Quick learning and monitoring abilities.
5. Excellent documentation skills.
6. Capability to solve complex, non-routine problems with innovative solutions and cost/benefit analysis.
7. Excellent communication skills with high proficiency in written and spoken English.
8. Good knowledge of Windows and Mac OS, Office 365 admin portal, Azure, SharePoint administration, and Active Directory setup and management.
9. Experience with firewalls such as Fortigate, Cisco, and SonicWall.
Please note:
1. This job is remote, WFH. You must have a PC and a stable wired internet connection.
2. Night shift, US timing
3. In Indian time, the shift will be approximately from 4:30 PM to 12:30 AM or 5:30 PM to 1:30 AM.
We specialize in providing IT solutions to the legal, engineering, real estate where the need for maximum security is of utmost concern. Although Secure IT Canada concentrates its efforts in the GTA, we provide services and support to satellite offices located in most cities and towns in Canada. We can tap into our existing network of technicians located across the entire country. We have partnered with manufacturers such as HP and software providers like Microsoft to provide the latest innovations directly to our clients.
