Senior IT Help Desk Technician - Hybrid

At M3 Networks, we are dedicated to providing exceptional IT solutions and managed services that drive success for our clients. Joining our team means working alongside skilled professionals in a collaborative, growth-focused environment where your expertise and contributions make a difference. We prioritize innovation, professional development, and a work-life balance that empowers our employees to thrive. If you are passionate about technology and eager to solve complex IT challenges, M3 Networks is the place to advance your career and make an impact.

Senior Network Engineers are expected to excel in a variety of networking technologies and tools, demonstrating both technical aptitude and a proactive mindset. This role requires strong communication skills and the ability to thrive in a fast-paced, dynamic environment where client satisfaction is paramount. Additionally, this position serves as an escalation point for lower level technicians needing help and guidance. The position involves advanced troubleshooting, project execution, and proactive service delivery, as well as strong leadership skills.

Proficiency in Connect Wise for ticketing, automation, and reporting is essential.

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Position Responsibilities

Connect Wise Proficiency

• Service Ticket Management:
Expert in using Connect Wise Manage for ticketing, including creating, updating, and documenting all service tickets with a minimum of 9 hours daily logged as Resolution Notes.

• Automation and Efficiency:
Utilize Connect Wise Automate to streamline repetitive tasks, execute scripts remotely, monitor networks, and implement proactive measures to reduce incidents.

• Client Communication:
Maintain frequent and professional communication with clients through Connect Wise, providing status updates, managing expectations, and promptly addressing escalations.

Server and Cloud Operating Systems

• Installation, Configuration, and Troubleshooting:
Proficient in deploying and managing both on-premises and cloud-based servers (AWS, Azure), virtualized environments (Hyper-V, VMware), and hybrid infrastructure.

• Remote Access and Security:
Configure secure remote access solutions (VPN, RDP, and multi-factor authentication) and optimize firewall settings for secure connections.

• Backup and Disaster Recovery:
Implement and manage comprehensive backup solutions using Connect Wise and third-party backup tools, ensuring data recovery plans meet RTO/RPO requirements.

Email and Collaboration Solutions

• Microsoft 365 and Google Workspace Management:
Provision and manage email accounts, troubleshoot email flow issues, configure security settings (e.g., SPF, DKIM, DMARC), and assist with migrations and hybrid setups.

• Advanced Email Security and Compliance:
Implement and maintain anti-phishing, anti-spam, and compliance policies within Microsoft 365 Defender and similar tools, adhering to best practices for secure communication.

Workstation and User Support

• Remote and Onsite Support:
Provide comprehensive support for Windows and macOS environments, including troubleshooting hardware issues, software installations, and connectivity issues remotely through Connect Wise or onsite as required.

• Endpoint Management and Security:
Deploy, configure, and monitor endpoint protection and patch management solutions to ensure systems are up-to-date and compliant with cybersecurity standards.

Data centre and Virtualization Technologies

• Virtualization:
Design, deploy, and maintain Hyper-V and VMware environments, including high-availability clustering, load balancing, and performance optimization.

• Storage Solutions:
Configure and manage SAN, NAS, and other storage solutions, including data deduplication, encryption, and replication strategies to ensure data availability and integrity.

Networking and Security

• Firewall and Network Configuration:
Configure, manage, and troubleshoot modern firewall solutions (Sonic

WALL, Cisco, Fortinet), including SD-WAN and VPN configurations.

• Advanced Network Security:
Implement and monitor intrusion detection and prevention systems (IDS/IPS), web filtering, and advanced security…