IT Service Desk Specialist (Tier 2) (Guildford)

SiteTechnologySite is a modern growth partner, built for growing mid-market businesses. We are a full-service technology and strategy firm, and our mission is to become the #1 mid-market focused consultancy in North America. Our unique approach combines deep industry knowledge with cutting-edge technology solutions, setting us apart in the market. IT Support Technician (Tier 2) We are seeking an experienced IT Service Desk Support Technician (Tier 2) to join our growing team. This pivotal role serves as an escalation point for complex technical issues and provides comprehensive IT support to our valued clients. The ideal candidate will demonstrate strong troubleshooting skills, technical expertise, and exceptional customer service. What you’ll be doing: Technical Support - Serve as the primary escalation point for complex technical issues that cannot be resolved at Tier 1 - Diagnose and resolve advanced hardware, software, and network-related problems - Manage and maintain client virtualization environments including Hyper-V and VMware - Support cloud infrastructure in Microsoft Azure and other platforms System Management - Monitor system performance and implement preventative maintenance procedures - Document technical solutions in the knowledge base to improve first-call resolution rates - Participate in projects to implement and upgrade client systems Team Support - Participate in a 24/7 on-call rotation to provide emergency support outside of regular business hours - Provide after-hours support as required - Mentor and provide technical guidance to Tier 1 support staff A little bit about you: - Minimum 3 years of experience in IT technical support, preferably in a managed service provider workplace - Strong knowledge of virtualization technologies (Hyper-V, VMware) - Experience with cloud platforms, particularly Microsoft Azure - Proficiency in Windows Server administration (2016, 2019, 2022) - Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN) - Experience with Active Directory and Microsoft 365 administration - Familiarity with remote monitoring and management (RMM) tools - Strong troubleshooting and problem-solving abilities - Excellent verbal and written communication skills - Ability to explain technical concepts to non-technical users Preferred Qualifications (Optional, considered an asset to have) - Microsoft certifications (MCP, MCSA, Azure Administrator) - CompTIA certifications (A+, Network+, Security+) - Experience with backup and disaster recovery solutions - Knowledge of IT security best practices - Experience with ticketing systems and ITIL processes - Familiarity with PowerShell scripting SiteTechnology “Must Haves”: - You have exceptional organizational skills, with the ability to manage multiple priorities - You have a high level of integrity, confidentiality, and professionalism in handling sensitive client data - You have a sense of humor and love to have fun, but take your responsibilities seriously - You enjoy the fast-paced nature of a startup Benefits of working for SiteTechnology: - Competitive Compensation – We offer a salary that reflects your skills and experience. - Comprehensive Benefits – Includes health coverage and a wellness spending account to support your well-being. - Career Growth – Be part of a growing company with plenty of opportunities to advance and expand your role. - Convenient Location – Our HQ is easily accessible off Hwy 1 and surrounded by great coffee shops and restaurants. A Commitment to Growth and Excellence: SiteTechnology is dedicated to continuous improvement and growth. We aim to not only meet but exceed the expectations of our clients. Our goal is to be recognized not just as a provider of technology solutions, but as a true partner in our clients' journey towards digital transformation. Apply on Kit Job: kitjob.ca/job/2oukdj