ABOUT ESW – IT BUSINESS ADVISORS

ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude

PRIMARY FOCUS / JOB DESCRIPTION

• Delivery solutions to our Small to Mid-sized business (SMB) with a strong focus on client care, timelines, and deliverables.
• Responsible for liaising with businesses, leaders, users, and co-workers to provide technical support on complex issues related to our client’s various infrastructure environments.
• Facilitate service improvement meetings with the technical team supporting specific clients.
• Support the Account/Project management office in proposing and developing the “right” solution for the client.
• Act as an escalation point for client service issues.
• Investigate, troubleshoot, problem solve and the resolution of technical infrastructure related issues, and providing third level support including root cause analysis testing and documentation.
• Plan/setup/configure/deploy/troubleshoot desktops, printers, servers, networks with a focus on cloud services such as Azure and O365 as well storage and backups.
• Build and maintain in-depth knowledge of ESW IT services and offerings.
• Develop and update technical documentation including system configurations, application integration, etc.
• Follow change management procedures when deploying changes to the varying environments.
• Provide remote or on-site client support to specified clients.
• Assist with planning or implementation of small to complex projects.
• Maintain client commitments related to service delivery requirements.
• Formulate and define the objective and scope based on the clear understanding of the client’s business’ requirements and needs.
• Assist in the development and delivery of automated managed service products.
• Contribute to transformative activities from the Project team to Operations team.
• Facilitate service improvement meetings with the technical team supporting specific clients.
• Adaptable to diverse client environments and technical scenarios.
• The successful candidate must be open to travel to support clients in and around the Edmonton area as well as other ESW-IT locations across AB or BC as required
• Perform other duties when assigned.

SKILLS AND EXPERIENCE REQUIRED

• 5+ years of experience in an IT Consulting or intermediate technical support role – Preferred.
• Post-secondary education in a computer-related discipline – Preferred.
• Microsoft Certifications, and related industry technical certifications such as AWS are an asset.
• Advanced knowledge of Windows 10/11, Windows Server 2016/2019/2022+.
• Advanced knowledge of MS Azure / Microsoft 365.
• Virtualization – MS Hyper-V, VMWare.
• Advanced knowledge with Microsoft Active Directory & Entra.
• Advanced knowledge of networking and routing technology.
• Experience with Microsoft Intune, Teams Voice, and Azure Virtual Desktop is considered an asset.
• Experience supporting enterprise or SMB Print environments is considered an asset.
• Experience participating in project teams and managing responsibilities related to project and client requirements
• Experience using ITSM ticket management tools such as ConnectWise, ServiceNow, or industry-relevant service management tools is considered an asset.
• Familiarity with ITIL and IT Service Delivery Management frameworks is considered an asset.
• Experience following security best practices and frameworks (e.g. CIS Controls, NIST, ISO/IEC 27001, etc) is considered an asset.
• Ability to remain calm and work efficiently in stressful circumstances.
• Strong time management skills and the ability to work with minimal supervision.
• A combination of education and experience will be considered.

Please refer the Job description for details