Technical Support Specialist, Tier 2 – LOFT Community Services

Title of the Job: Technical Support Specialist, Tier 2

Location: Toronto, ON

Job Description: DATE: October 3, 2024
LOCATION: Toronto, ON – Information Technology
COMPENSATION: $63,042 – $74,308 annually proratedLOFT Community Services is a unique and dynamic charitable organization that supports people living with complicated issues such as mental and physical health challenges, substance use challenges, poverty and homelessness. Serving approximately 19,633 annually and providing 1,861 units of supportive housing last year, LOFT is one of Ontario’s largest mental health service providers of its kind. LOFT is also recognized as a Nonprofit Employer of Choice™ Award (NEOC) recipient.To help fulfill its mission, LOFT is hiring a Technical Support Specialist, Tier 2.Job Summary
The Tier 2 Technical Support Specialist provides Level II technical support with respect to software applications and hardware for all LOFT staff, and IT Team. Responsible for assisting Level I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. Assisting Level 3 with Server, Network Infrastructure, and Microsoft Cloud 365 services.What You Will Do

• The Technical Support Specialist is responsible for providing both remote and on-site technical support to LOFT staff and client
• Create knowledge base articles and other training material to help staff set up and use computers, other hardware, and some applications.
• Install, configure, and maintain a vast array of IT environments and systems including LAN/WAN/Wi-Fi networks, Firewalls, Servers, Storage, Cloud services and End-User support
• Create and update standards, procedures, and checklists to ensure consistency across staff internal documentationResponding to and assisting with IT issues while meeting customer service and response time (SLA) objectives
• Develop strong relationship with vendors, technical, operations and management teams with an overall goal of improving customer service, client perceptions and satisfaction
• Effectively managing multiple tasks/projects simultaneously
• Monitor support queue to respond to clients promptly once notified of an issue
• Document all work in our Service desk tool, and keep clients informed of the status of issue resolution
• Proactively ensuring staff data are being backed up and recoverable
• Participate in technical meetings, initiatives, and discussions to improve service delivery
• Understand our staff, and client’s needs and how IT relates to their strategy, goals, and operations
• Analyze current technical designs, risks, and issues, proposing new and effective solutions
• Available to work between the hours of 8:00 am and 6:00 pm.
• Be available for after-hour/weekend
• Assist junior technicians with anything requiring escalation
• Assist Tier 3 / Tier 4 with cloud, and infrastructure task or deployments
• Remain current with frequent advances in the field of information technology.
• Plan, schedule, and monitor own work within short time horizons.
• Image and deployment of desktop, laptops, mobile devices
• User creation and disable
• Visit remote sites to setup Switches, Firewall, Wireless access points, VPN connectivity

What You Bring:
Must Haves

• Strong understanding and knowledge of Firewall configuration and management, with experience with at the following Watchguard, HP Aruba, Ubiquiti.
• Thorough understanding of network technology and protocols including TCP/IP protocols, VLAN, VPN, DNS, SSL
• Working knowledge of virtualization technology like VMware ESXi, vSphere and Microsoft Hyper-V
• Ability to independently install and support VoIP systems, specifically Skype for Business, Teams, Nortel BPX
• Knowledge of Microsoft Server roles and services including Domain Controller, File Server, SQL Server, Exchange.
• Knowledge of Microsoft Cloud Products including Microsoft 365, Azure, SharePoint, online, OneDrive, Teams, Office 2010 to Office 2021
• Ability to install and support Desktop operating system (Windows & Apple Mac OS/X) and related programs
• Ability to create and deploy windows image.
• Solid knowledge of iOS and Android
• Ability to manage and deploy MDM solutions
• Experience working with Remote Monitoring & Management (RMM) tools and PSA ticketing system
• Sound understanding of network setup and maintenance for a multi-site organization
• Hands on experience in end-user technical support and troubleshooting
• Excellent oral, written and listening communication skills, able to work effectively within a team environment
• Direct project management experience in organization-wide technology deployments
• Demonstrated strong analytical, organizational, conceptual, and decision-making skills
• Exceptional customer service skills with the ability to explain technical terms in plain language
• Ability to work with minimal supervision, high level of initiative and self-direction
• Able to travel to program sites as needed

Work Environment:

• This role operates in an office setting but may require occasional visits to other locations for hardware setup or troubleshooting. Physical requirements include handling of IT equipment and peripherals.

What We Offer

• A comprehensive compensation and benefits package, including medical, dental, vision, life insurance, and long-term disability
• Defined Benefits Pensions Plan
• 24/7 Employee Assistance Program
• E-learning program available all year round
• Starting vacation time above minimum standard,
• Additional paid personal and paid sick days
• Professional development budget available to help you nurture and shape your career
• Corporate Gym membership rate with GoodLife Fitness
• Access to Perkopolis, a comprehensive corporate discount program
• Access to unlimited DEI trainings through partnership Canadian Centre for Diversity and Inclusion
• Tuition reimbursement program
• Maternity-leave top up program

Our Commitment to Diversity and Inclusion
LOFT Community Services is a values-driven organization with a deep belief that each person has the ability to grow and change. We value compassion, collaboration, and community delivered with dignity, innovation, and excellence. LOFT’s vision is that together, we can all live successfully in our community. Our client population reflects Ontario’s diverse community and it is LOFT’s goal to build a workforce who also reflects that diversity. LOFT believes there are many ways to develop skills and build experience and expertise. So even if you don’t “tick all the boxes” but think you’d thrive in this role, you are encouraged to apply.Note: A satisfactory vulnerable sector check (VSC) is also required.CLOSING DATE: October 10, 2024Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.Follow us on: I I l l l lLOFT Community Services is committed to fostering an inclusive and accessible environment and dedicated to building a workforce that reflects the diversity of the community in which we live and serve. LOFT is committed to making employment opportunities accessible in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Requested accommodation will be provided in all parts of the application and hiring process by contacting [email protected] or (416) 979-1994.Powered by JazzHR

Company Name: LOFT Community Services

Salary: $63042 – 74308 per year

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