What you’ll do

• Provide on-site technical support services to clients located in Ottawa; 
• Respond to escalation requests; 
• Respond to emergency requirements in a timely and efficient manner, and 
• Provide issue resolution documentation to clients who openedsupport tickets. 


Network Deployment: 
• Interface with team members as it pertains to the deployment strategy, 
• Team lead the deployment on-site, and 
• Manage the work of the 3rd party/partners assigned to the deployment. 


Governance : 
• Weekly ticket follow-up for preventative maintenance work. 
• Customer relationship management with organization leaders. 
• Enforcement of company policies, standards and procedures by way of process creation and management. 
• Business Continuity Management. 
• Review of status reports of team members in a conscientious and timely manner. 
• Maintain documentation for staff meeting minutes, contact lists for vendor processes. 


Staffing: 
• Coordinate staff schedules and motivate team members to work together in the most efficient manner. 
• Mitigates team conflict and communication problems. 
• Ensures technical staff re-certifies for core Microsoft competencies. 
• Evaluations of team members.  
• Train all staff on workflow procedures for Time Entries, Ticket Completeness, and on call duties. 


Technical Architecture  
• The IT Manager is responsible for design approval of technical infrastructure being proposed to clients. 
• Manage high-level delivery life cycle for technical projects. 
• Choosing technologies to champion for local Canadian offices. 
• High-Level Support as the final level of escalation at Syntronic, the IT Manager will be responsible for troubleshooting escalated problems and providing solutions for the IT Engineers to implement. This is a critical mentoring role to the Systems Engineers at Syntronic. 
• Creation and management of automation tasks. 
 
Customer Relationship Management  
• Coordinate with colleagues for project deliverables. 
• Managed equipment reservations. 
• Post-rollout, the IT Manager follows-up with the end users andensures that they are satisfied with theend product. 
• All efforts should be made to ensure that issues are resolved quickly and efficiently. 
• Work with vendors for software/hardware purchases. 
• Managed warranty and software subscription renewals. 

What you’ll need to get the job done

• Firewall and Security: 5 years (required) 
• IT system administration: 5 years (required) 
• N-Able N-Central: 1 year (preferred) 
• Microsoft O365: 3 years (required) 
• The IT Manager for Windows System & Networks must have a good working knowledge of Windows Server 2016/2019, Windows 10/11 Professional, and MS Office 365. 
• Knowledge of Networking, Server, and VMware/UNIX is required. 
• The candidate must have a minimum of five years’ working knowledge of Microsoft networks, operating systems, MS Office Suites. 
• Must have College Diploma or equivalent in Information Technology. 
• VMware, Web application hosting experience and/or network security experience is desirable. The candidate must demonstrate an aptitude for technical products that will enable him/her to quickly understand Syntronic’s security solution set as well as broaden their client-server expertise. 
• Knowledge of N-Able N-Central, Redmine, Microsoft O365, pfSense Firewalls, Dell, Ubiquiti, HPand Cisco products will also be of great benefit to the potential candidate for this position. 
• Working closely with other team members, the candidate is responsible for the technical aspects of client support and installation of products. 
• Current Microsoft certification desirable. 

What will make us REALLY love you

• Candidate must present a professional appearance and demeanor, possess strong interpersonal skills, strong telephone skills and etiquette and be able to relate to a small team of technical staff and organizational leaders. 
• The candidate will need strong verbal and written communication skills to effectively participate in business cycles to prepare deliverables.