Support Centre Technician - Infrastructure - Toronto GTA

If you feel qualified for this position, please forward your resume and cover letter to : caldernet@yahoo. com

* Maintenance and troubleshooting of our global email, web and instant messaging infrastructure.
- Supporting staff working in our various data centres around the globe on our infrastructure
- Working with remote hands staff to diagnose and troubleshoot hardware problems and then addressing those problems with our vendors
- Addressing escalated client issues, troubleshooting issues at a client site over the phone, or liaising with the clients' system administrator or IT management.
- Participate on project delivery as part of the support team by advising the project managers and stakeholders on support requirements and ensuring proper delivery of those requirements
- Support and mentor customer facing call centre staff to help broaden their knowledge and drive towards first call resolution
- Document process and procedure around new technologies and current technology enhancements

Quals:

Knowledge of HTTP(S), SMTP, LDAP, DNS, NTP and other internet protocols is required.
- Knowledge of Linux from a user and system administrator perspective. Exposure to other UNIX operating systems is an asset.
- Shell scripting is a great asset to this position. Bash or Perl is desirable
- Knowledge of an UNIX based email servers such as Qmail, Postfix, Sendmail or Exim. Microsoft Exchange knowledge is an asset.
- Basic understanding of proxying technologies such as Squid and/or Microsoft ISA Server is an asset
- Basic understanding of routing protocols and associated Cisco/Juniper hardware. Basic understanding of firewall technology and load balancing technology understanding is an asset.
- Practical understanding of email and web security issues.
- Ability to work in team settings, with both local and remote teams while stayed self-directed and maintaining an ever-changing workload.
- Previous experience of working within a fast paced client/technical environment; preferably a service support environment.
- The company functions on a 24x7x365 schedule with our UK Office. Willingness to work evenings and weekends on a rotational schedule is mandatory (no overnight shifts)