IT Support Specialist Level 2 Whitby, ON Full-time (Hybrid) The IT Support Specialist this role will provide advanced troubleshooting support to a wide variety of PCs, Servers, Network devices, firewalls, and end user applications. This is a perfect position for an outgoing, customer focused IT professional with a passion for technology, positive attitude, and desire to grow as a technical professional and take on a more senior role within an IT team. Responsibilities: Strong customer service and troubleshooting skills as you will provide complete support for client environments including hardware, operating systems, software with an emphasis in business applications and network equipment Resolving more complex issues requiring detailed systems and applications knowledge; with issues that have been escalated from Tier 1 Training and documentation of issue resolution steps for team, and cross training of staff when issues are escalated. Ability to conduct research into complex issues and present possible solutions with the team to create plans for small and medium size project implementations Work on projects in tandem with Helpdesk coverage, and managing time and deliverables for both sales and technical team Dig deep and identify the root cause of persistent issues and fix reoccurring issues at their source Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision Detail oriented personality; creating and following checklists for installs, projects and customers software upgrades. Take part in monthly customer maintenance tasks ensuring all customer security devices and monitoring is up to date Interact with clients remotely via telephone and other remote technologies Use, update and contribute content to our internal knowledge base Earn the trust and respect of clients, and make recommendations on technology to improve performance, security and to resolve root causes of reoccurring issues Ability to participate in on-call rotation and after-hours activities and project work as required Must-Haves: 5 years of IT datacenter or network support experience is required. Prior Managed services experience is required. Bachelors degree or equivalent in the IT field with 5 years (minimum) related experience in a small-to-medium Managed IT Services environment Microsoft Certifications ( MS-100: Microsoft 365 Identity and Services, Microsoft 365 Certified : Messaging Administrator) 3-5 years experience with installing, configuring, and supporting Windows Server 2012-2019 ; including Active Directory, DNS, DHCP and Office 365 services. VMWare experience; installing, configuring, maintaining, and supporting data center infrastructures. Fortinet NSE1-3 and 4 or Watchguard Network Security Essentials or working towards within 12 months. Demonstrated ability to configure and maintain WatchGuard, Cisco, Fortinet and HP networking devise and firewalls VOIP (Ring Central, Teams Phone) experience with setup and troubleshooting Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision