Job Description

Job Description

Job Description

Job description

Location:
Applicants must currently reside in Calgary, AB, be able to work remotely from their home and conduct on-site visits as needed. Our clients are mainly located in Calgary, but some have offices in other parts of Southern Alberta, Edmonton, Saskatoon, and Winnipeg.

About Us:
Syscal is an information technology company based in Calgary, Alberta. Our focus is on managed services, primarily for small businesses and non-profit organizations.

Our Culture and Values:

At Syscal, we believe that IT is changing the world and are on a mission to bridge the gap between humanity and technology. Our core values shape everything we do:

• Time up front: We value careful planning, proactivity, and forward thinking.
• Do What's Right: Integrity and transparency are at the heart of our decisions.
• Excellence in Everything We Do: We hold ourselves to high professional standards and strive for continuous improvement.
• We Build Relationships: We enable great people to do great things through strong relationships.
• Success is Shared: We celebrate our victories and learn from our challenges together.

We aim to maximize impact through our careers, relationships, and community, empowering others to do the same. As a Tier 2 IT Systems Administrator at Syscal, you'll be part of a team committed to providing solutions that create operational change and enable our clients to make a more significant impact in their industry.

Position:
IT Systems Administrator (Tier 2)

Job Description:
As a Tier 2 IT Systems Administrator, you will provide complex assistance beyond the scope of a Tier 1 Technician. The successful candidate will be comfortable working at an organizational level, offering in-depth backend support and troubleshooting. You will be knowledgeable about the organization's software and hardware tools, ensuring quick and informed resolution of issues escalated from the Tier 1 team.

Our clients operate in varied environments, including on-premise and the cloud. Candidates with prior experience working for a Managed Services Provider (MSP) will be prioritized during the hiring process.

This position offers opportunities for quick career advancement for candidates who excel in following and improving company processes and maintain a positive attitude.

You will be required to visit client sites, which may occasionally occur without advanced notice. Therefore, a valid Class 5 driver’s license and immediate access to a personal vehicle are mandatory requirements for this role. Applicants without a personal vehicle are ineligible to apply.

Key Responsibilities:

• Troubleshoot and resolve technical issues for our clients remotely or on-site.
• Escalate complex problems or projects to Tier 3 team members when necessary.
• Implement and maintain security measures, including patch management, firewalls, and antivirus solutions, to protect clients' IT environments.
• Assist in planning and executing IT projects like network upgrades, server migrations, and new technology implementations.
• Serve as a key point of contact for escalated client issues, ensuring effective communication and resolution.
• Learn and apply industry and Syscal best practices.
• Stay updated on vendor releases, current trends in the industry, and emerging technologies.
• Provide Tier 1 support to customers and internal staff, especially during peak hours or staff absences.
• Create and resolve support tickets, including Tier 2 and escalated Tier 1 tickets.
• Resolve backend issues and complex server or hardware problems.
• Maintain server and network infrastructure.
• Collaborate closely with the Service Desk and the executive team to meet clients' needs.
• Work collaboratively with team members across all levels to ensure seamless service delivery and knowledge sharing.
• Ensure effective communication and documentation of on-site issues.
• Meet deadlines, adhere to budgets, and prioritize client satisfaction.
• Contribute innovative ideas to team meetings and client projects.
• Develop and follow a structured troubleshooting process, documenting issues and resolutions for future reference.

Qualifications:

• At least one year of experience with both VMware and HyperV.
• At least two years of experience with Microsoft Exchange Server (on-premise and online).
• At least three years of experience with Microsoft Server 2003 and higher.
• At least two years of experience with managed switches.
• At least one year of experience with managed firewalls.
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Cisco CCNA, or VMware VCP.
• Experience with cybersecurity practices, including familiarity with tools like firewalls, intrusion detection/prevention systems (IDS/IPS), and encryption technologies.
• Experience with project management or involvement in IT projects, with the ability to manage timelines and deliverables.
• Strong client-facing skills with the ability to manage client expectations and deliver exceptional service.
• Strong diagnostic abilities and the capacity to allocate resources appropriately to technical issues.
• Service awareness of all critical IT services provided by the organization.
• Understand support tools (e.g., RMM and PSA) and techniques for delivering IT services.

Interpersonal Skills:

• Strong verbal and written communication skills, emphasizing customer care and active listening.
• Ability to think creatively and solve problems efficiently.
• Ability to work well in a team-oriented environment and contribute to a positive team culture.

Required Skills and Experience:

• Experience working with other MSPs or similar IT environments.
• Proficiency in Microsoft products, from desktop to server, including Microsoft 365 Exchange, Teams, and SharePoint.
• Intermediate networking skills (firewall, switches, access points).
• Knowledge of ConnectWise or similar PSA and RMM tools.
• A dedicated space in your home to work remotely.
• The ability to lift approximately 23 kilograms.

Physical Requirements:

• Ability to occasionally lift approximately 23 kilograms, with a recommendation for a team approach when lifting heavy equipment.

Salary and Benefits:

• Competitive salary: $65,000 - $75,000, commensurate with experience.
• Eligibility for group benefits through Sun Life after completing a three-month probation period.
• Health benefits from Sun Life.
• Three weeks of paid vacation per year.
• A flexible and remote work environment.
• A supportive and collaborative team.
• Opportunities for professional development and certification reimbursement.
• A chance to make a difference for SMBs and Non-Profits.

Shift and Schedule:

• Monday to Friday.
• Weekends as needed.
• Week-long on-call rotation every three weeks.

Application Process:
To apply, Submit your resume via Indeed by August 23, 2024, and respond to any qualifying questions during the application process.

Company Website:

Additional Information:
This position primarily offers the opportunity to work remotely from home while serving clients in Calgary, Alberta, and the surrounding area. However, on-site visits are frequently required for this role, including to client locations in Edmonton, Red Deer, and Winnipeg. Syscal pays for travel and accommodation.

Job Types: Full-time, Permanent

Pay: $65,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• Extended health care
• Paid time off
• Work from home

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekends as needed

Experience:

• System administration: 2 years (preferred)

Licence/Certification:

• Class 5 Licence (required)

Location:

• Calgary, AB (required)

Job Tags

Permanent employment, Full time, Casual work, Immediate start, Work from home, Trial period, Flexible hours, Shift work, Weekend work, Day shift, Monday to Friday,

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