Senior Technical Support Specialist - Lethbridge

Job description

Established in 1987, Longhurst Consulting occupies a unique space in the IT world as one of the longest running IT companies in Canada. We have built up longstanding customer relationships based on our strong commitment to superior customer service. Longhurst Consulting delivers World-Class IT Professional and Managed Services focusing on providing guidance and expertise to our valued customers to solve their IT challenges. With complete services available including IT consulting, IT support, network design, wireless infrastructure, cloud, modern workplace/endpoint, security systems and more, we are the trusted source for everything IT related in Canada.

Technical Support Specialist

We are seeking a visionary, tech centric, and out-of-the-box thinker to join our team as a Technical Support Specialist. This is a client-facing role reporting directly to the Service Delivery Manager. The Technical Support Specialist supports the clients of Longhurst through superior systems management, technical service, and customer service. The Technical Support Specialist accomplishes this by taking ownership of all technical issues including third party services, thus allowing our clients to focus on the core of their business.

We are seeking a technical expert, who brings a “cool under pressure” attitude to the role, exceptional people skills, and the ability to communicate with all levels of the organization.

In this position your key day to day responsibilities will include:

• Providing onsite and remote technical support to customers.
• Gathering feedback from customers and engaging management, product, sales, and marketing teams to improve our product and services through regular touchpoints and data driven reporting from the field.
• Fast paced, multi-tasking ability to administer multi-server multi-location environments.
• Creating a relationship of trust with clients through regular on-site visits.
• Providing consistent service to clients to provide the feeling of dependability.
• Performing site maintenance to expectations set out in the Longhurst Service Level Agreements.
• Taking responsibility and managing assigned sites.
• Troubleshooting and resolving hardware and software issues.
• Critical role in ensuring all data used and generated is continually accessible and protected securely and confidentially.
• Availability for on-call or after-hours support rotation.
• Consistently updating time sheets daily.

Professional Abilities:

• Outstanding analytical and organizational ability with orientation towards detailed and precise documentation and record keeping.
• Ability to manage difficult client support situations.
• Ability to work independently or as a team with minimum or no supervision.
• Willingness to continue training in new technologies.

WHAT YOU WILL BRING:

Working Experience/Qualifications (preferred):

• Diploma or certificate in IT, computer science, or related field.
• CompTIA A+/Network or similar.
• Experience in a Helpdesk or Customer Support Role.
• Hands-on experience with IT Service Management software and remote desktop applications.

Competent Abilities to Work With:

• Windows Server 2012/2016/2019/2022.
• Microsoft Azure and M365/O365.
• Experience with Cloud Technologies, SharePoint, Entra, One Drive.
• Virtualization Technologies and Wireless LAN would be an asset.
• Active Directory/Group Policy Administration.
• Network Services/Protocols (DNS, DHCP, TCPIP, VLAN).
• Firewall Technologies - WatchGuard, SonicWALL: VPN, SSL, EAPOL, crypto multi factors authentication, access control lists.
• Familiar with network components of virtual environments.
• Experience with Routing technologies including BGP, OSPF, IGP and IP SLA.
• Experience with QOS.
• Experience with wireless networking.
• Remote Monitoring and Management (particularly ConnectWise PSA, and IT Glue).
• Backup Applications & Monitoring on and off-site backups (Datto, Veeam).
• Desktop Support – Applications/MS Office/Virus Removal/Mobile Devices.
• Windows 7/8/10 /11.
• Office 2010/2013/2016.
• Knowledge of Cybersecurity principles and practices.

SECURITY CLEARANCE: As a condition of employment and due to the secure nature of our client’s data, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies.

This position is based in Lethbridge, AB, and you will be required to regularly travel to various client locations within Lethbridge. Please send detailed resume and cover letter to steve@longhurstconsulting.com. We thank all that apply, but only those chosen for an interview will be contacted. Must be eligible to work in Canada.

Job Type: Full-time

Pay: $25.00-$40.00 per hour

Additional pay:

• Overtime pay

Benefits:

• Casual dress
• Dental care
• Extended health care
• Life insurance
• Paid time off

Schedule:

• Monday to Friday
• On call

Work Location: In person