Job Description :
JOB SUMMARY:

The Senior Technical Support Specialist is responsible for the deployment and maintenance of server, desktop, and network infrastructure. This role is a central contact for troubleshooting desktop hardware and software issues. The Senior Technical Support Specialist also serves as backup for the Database Administrator and assisting in the support of database related applications and performing database maintenance tasks. This position also carries out the responsibilities of Security Administrator for the company. As such, the position works closely with the Director of Technical Services and other Technical Services staff in managing data security, including the planning, design and implementation of security measures which safeguard access to files and data elements as well as physical access to work areas. They are also responsible for basic administration of the telephone system.

POSITION REQUIREMENTS: To perform at a fully qualified level the incumbent would be expected to have:

Education (minimum needed):
Bachelor’s Degree required
Experience (minimum needed
3 – 5 years experience in Microsoft OS including (Active Directory, Exchange Server, SQL Server and IIS Server), Microsoft Office applications and third party software, PC Hardware, IP Telephony, Networking Protocols (i.e. TCP/IP, DNS, DHCP, SSL/TLS) and Business Continuity.
Specialized knowledge needed:
Implementation of new computing resources resulting in increased efficiency
Resolution to complex computer related problems.
Capability to provide secure access to work facility and to computer resources.
Specialized skills needed:
Excellent communication skills.
Ability to work in customer service environment.
Experience with SQL.
Other (e.g., licenses, certifications, permits):
Microsoft operating system and networking certifications desirable
Experience supporting VMWare VDI environment desirable
Experience configuring and supporting iSCSI storage systems desirable

ESSENTIAL FUNCTIONS:

Desktop Support: Perform installation and maintenance of desktop computers, printers and other peripherals. Configure computers for optimal performance on company network. Ensure that users have consistent performance from their computer equipment, and prepare for technical failures and other emergencies
Database Support: Assist Database Administrator in the support of application development and routine database maintenance tasks. SQL experience is required.
Telecommunication Administration: Administer the telecommunication system, identify and report any problems. Configure and update changes to the telephone system.
Security Administration: Monitor security violations and inefficiencies by conducting periodic audits, identify problems by reporting violations, secure system by defining access privileges, control structures, and resources and recommend security improvements by assessing current situation, evaluating trends and anticipating requirements.
System Backups: Perform database maintenance tasks on all company database servers. Perform tasks associated with system and file backups to ensure regular and reliable backing up of all relevant company computers. Monitor backups and maintain proper records.
Business Continuity: Maintain and update a plan for recovery of desktops in case of DR. Establish a plan so there is a documentation of all software.
Error Logging: Maintain an accurate record of all equipment and software malfunction.
Field Service: Perform computer maintenance and repairs on company desktop and server equipment. If required, contact external vendors and maintenance organizations to complete repairs.