Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the world's most successful Fortune 500 and Fortune 1000 companies.
The Sr. System Administrator will reply to requests for technical support by telephone, email, or Chat and troubleshoot diverse issues with workstations, peripherals, industry line of business applications, and server infrastructures. Providing end-user and team member support is the overall expectation of this role. This role will assure optimal performance and conform to our standards and guidelines for installing, configuring, repairing, and maintaining client infrastructure equipment. Interacting with vendor support contacts to identify and resolve issues on various computing equipment is part of this role.
Responsibilities
Troubleshoot and resolve desktop, server, and line of business application incidents (30%)
Complete move/add/changes of client workstations/servers (25%)
Resolve escalated issues from the L1 team members (20%)
Train and guide clients in software and hardware usage (15%)
Collaborate with other departments to solve complex issues (10%)
Tasks assigned by leadership
Skills required
Basic understanding of Active Directory OU Structure.
Ability to create security groups and apply NTFS permissions
Basic understanding of Managed Backup software(s) and file restoration
Can perform a virtual disk restore
Basic understanding of namespace and DFS replication
Ability to identify replicated folders and namespace servers
Ability to identify when an issue is DNS related.
Ability to check DHCP for correct settings (Gateway/DNS servers) and identify DHCP device
Understanding A Records, CNAME, MX records
Basic understanding of folder inherence
Ability to create and modify file permissions
Ability to identify and perform basic troubleshooting
Ability to identify and troubleshoot InTune issue
Modify existing InTune policies
Exchange/Office 365
Understand mail flow from sender to recipient
Update/change Send & Receive Connectors
Legal Hold/eDiscovery/Compliance
Creating new Transport rules
Ability to install a network printer on the server and perform advanced diagnostics
Scan to email setup
Scan to Folder setup
Network Printing
Add a printer to Print Management
Troubleshoot existing printer GPOs
oroubleshoot printer driver issues
Understanding of RDGateway setup on the server and troubleshooting server-side issues
Publish RemoteApp.
Basic understanding of network routing.
Difference between Dynamic & Static routing.
Overall understanding of basic server components, knowledge of RAID, ability to identify and utilize iDRAC and Dell OMSA
Spam filtering
Set up encryption filters, and understand mail flow and how it relates to spam filtering
Whitelist/blacklist Company-wide
SQL knowledge
RBL checks, contacting vendors to fix
Basic knowledge of SQL services, servers, and different SQL applications
Ability to troubleshoot SQL Server service issues.
Troubleshoot ODBC and determine if issues are server or client-side
Basic understanding of SAN technology and ability to patch
Be able to check NAS functions
Perform file-sharing operations
Basic knowledge of iSCSI/FibreChannel
Ability to prep WAP, perform onsite installation, and troubleshoot advanced errors
Modify current scripts
Office Deployment Tool
File share/SharePoint
Basic understanding of folder inherence
Ability to create and modify file permissions
Ability to identify and perform basic troubleshooting
Create/Manage Sharepoint sites
Qualifications
Bachelor's Degree in IT, Engineering or Computer Science
Minimum of 4 years of work experience in a Help Desk role
Excellent English skill (Verbal and writing)
MCSE, CCNA, CompTIA A+/Network+ or equivalent experience
Mandatory to have experience working in an MSP (Managed Service Provider) environment, supporting multiple clients and IT infrastructure
Complete Technical understanding and expertise in the following:
Windows Desktop
DNS functionality
Mail flow diagnostics
VPN support
File server support
RDS environment support
Active Directory support
Solid customer service, communication, and organizational skills
Work under tight deadlines and shifting priorities.
Ability to work under tight deadlines and shifting priorities
Occasionally work past scheduled work hours to complete work tasks
Including occasional nights and weekend work as needed
Participate in a rotating on-call schedule
Reliable and punctual.
MCSA certification is a plus
Network (Sophos, SonicWALL, Cisco) certifications are a plus
Apple OSX knowledge is a plus
Benefits at Anovia
Comprehensive Health Insurance policy
Employee Wellness Program with focus on mental health
Robust reward and recognition programs
Company incentive programs offered.
Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
Ample growth and learning opportunities.
Remote work opportunities
Focus on work/life balance.
Immigration Program supporting immigration to Canada for eligible employees.
We thank all candidates for their interest; however, only those selected for an interview will be contacted.
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