Menu

IT   |   Corporate   |   Full Time

Requisition #: 2022-02.008

TIER 2 Technical Support

Madison Group is a diversified holding company with interests spanning commercial and residential real estate, industrial automation, data and media. Headquartered in Vancouver, BC, Madison Group has a 45-year track record of building successful businesses, empowering our more than 1,500 employees, and giving back to the communities in which we work.

Job Purpose:

The Tier 2 Technical Support candidate will use exceptional customer service and technical skills to work in conjunction with our MSP in resolving escalated tickets for over 1200 end-users at 70 remote sites in Canada and the US. The ideal candidate is a proven problem-solver with a strong orientation toward helping end-users be as productive as they can. You must have the requisite skills to troubleshoot technical issues on multiple platforms including Windows and O365; to monitor and troubleshoot network activity, performance, and availability; to install, configure, secure, and maintain software applications and to enter and maintain work orders in Madison Venture’s Service Desk system.

Daily activities focus on escalated tickets from Tier 1 that may include resolving issues with remote connections, configuring access and permissions to network resources such as printers and Wi-Fi, maintaining core applications re: Anti-virus, Office 365, Adobe Creative Cloud, and playing a key role in delivering high-priority IT projects concerning security and software deployments.

The Right Candidate Has:

  • Excellent English language skills, both written and verbal
  • Exceptional people skills with a strong desire to assist end users
  • Creating a positive customer experience
  • Increasing employee satisfaction
  • Constantly curious and proactive in learning new technologies
  • The ability to work independently with little supervision and as part of a team
  • The ability to train and support end-users in a variety of Madison Venture’s business applications
  • Some occasional travel throughout Canada may be required

Duties:

  • Efficiently enter, track, and maintain work orders in Madison Venture ITSM
  • Troubleshoot and resolve technical issues as they relate to network, hardware, or software applications
  • Keep detailed notes and time entries within tickets
  • Follow pre-existing procedures and create new detailed procedures when required
  • Resolve tickets within your technical ability and seek advice/escalation from colleagues within the Professional Services team or Microsoft/third-party support when required
  • Provide end-user support and awareness training where applicable
  • Monitor network activity and devices
  • Install and maintain software application packages as required
  • Monitor and report on business-critical systems including Office 365 (Exchange, Teams, OneDrive), Active Directory, Azure, Anti-virus, VPN software, Terminal Services, Application Delivery, Remote Access, Service Desk and Client Management.
  • Monitor backups, perform restores
  • Document procedures and processes

Skills/Qualifications:

  • Diploma, bachelor’s degree in Computer Systems, industry-recognized certification(s), or equivalent experience working on a Service Desk or in a TIER 2 Technical Support role
  • Proven experience of: Windows Server, Active Directory, Windows 10, Office 365
  • Advanced Microsoft Server and Desktop Operating System troubleshooting experience
  • Any Microsoft designations
  • MacOS, iOS and Linux and Adobe CS experience an asset

Desirable:

  • ITIL knowledge
  • Working within a Cybersecurity Framework

Organizational Relationships

  • Reports to Service Desk Manager
  • Performs mentor role to new first-line Support Engineers
  • Receives escalations from first-line Support Engineers
  • Escalates to third line engineers 

The salary is based on a combination of education, practical technical knowledge and prior experience.  Some travel may be necessary within the lower mainland, BC, western Canada, and Ontario.  Hours will vary and may include some weekends and evenings.

Work Environment

The work location is flexible with the current COVID-19 pandemic but there will be an expectation for visits to be made to our offices when required.    Standard hours: 09:00 – 17:00 PST or EST

Why work at Madison

  • Competitive salary plus performance related bonus
  • Hybrid working
  • Wide range of Company benefits
  • Retirement Savings program (qualifying time)
  • Study leave for exams
  • Funded technical training

Closing date for applications is February 25, 2022. We thank all applicants for their interest, but only short-listed candidates will be contacted. Please no phone calls or office visits pertaining to this posting.

Discovery Farm Summer Irrigation Intern - Seasonal May-AugustMarketing Lead - Marketplace Business