Mid-Range is a privately owned, Canadian company headquartered in Markham, Ontario. Established in 1988, Mid-Range has grown from three founders to a full time staff of over 70+. The company provides 24/7/365 multi-platform I.T. private cloud and hybrid environments as well as hosting, managed services, disaster recovery, BuaaS, DRaaS and high availability in our own data center as well as 3rd party data centres. Mid-Range has a JD Edwards ERP sales and consulting services practice second to none and is an Oracle Partner. Mid-Range is an IBM Platinum Partner for hardware, software and services and an HP, Lenovo, Microsoft, VMWare and Veeam Gold Service Provider. We also provide field services for these vendors’ products and services.

About the Role:

This position works within the team responsible to provide I.T. Managed Services to our x86-based customer systems, in accordance with service levels, Company policies, procedures and standards.

Most of the work will be performed during regular office hours, which are Monday – Friday, 8:30am – 5:00pm at Mid-Range’s offices in Markham and Richmond Hill, Ontario.  As we further expand our customer base and grow our business, working hours are subject to change in order to meet our customer needs and in the future, you may be required to work shifts.

Our on-going focus is to maintain best quality of service to our Customers as we continue to build our team, enhance our skills, and develop our Managed Services offerings.   We are looking for an individual who sees the value and importance of their own contribution to a positive, team-oriented work environment.

Key Responsibilities:

  • Field incoming technical support requests from the ticketing system (Autotask), telephone or email in a prompt and courteous manner.
  • Provide hands-on support, deployment, patching and maintenance of infrastructure hardware (servers, SAN, desktops, laptops and mobile devices)
  • Evaluate, monitor, maintain, upgrade and deploy core applications (VMWare, Veeam, Symantec, Microsoft Windows Server, Active Directory, O365, SQL and Linux)
  • Provide support and troubleshooting expertise for infrastructure hardware and core applications.
  • Manage, maintain and continually update server, desktop and PC images.
  • Automate system health checks and performance reporting
  • Prepare tapes for offsite storage
  • Produce appropriate documentation in order to ensure quality and consistency of service
  • Conduct Disaster Recovery test for customers

Special Requirements:

  • On-call availability for after-hours and weekend support
  • Scheduled after-hours work required as needed to meet project timelines, and to accommodate Customer maintenance windows
  • Escort clients into the data centres as and when required

Other Duties:

  • Travel to Customer locations to perform on-site project work (implementations, system upgrades and relocation of systems and equipment). This may involve some physical work (e.g. unboxing and staging of new hardware, racking and relocation of equipment, decommission and disassembly of old equipment).

Qualifications and experience:

  • 6 + years’ experience providing IT support and administration to Windows and/or Linux Servers in a virtualized environment.  VMWare Certified Professional (VCP) preferred.
  • Experience working in a role of providing Managed Services to multiple clients is preferred.
  • Advanced skills in Active Directory, O365, SQL, Veeam and Symantec Backup.
  • Proven skills and experience in the administration and support of VMware/Windows Server/PC/Laptops in a business environment.
  • Storage (SAN):  Administration, support and management of IBM Storwize, HPe 3par or other
  • Experience with Management and deployment of Windows updates and patches to multiple groups of servers.
  • Firmware update/patch experience preferred.
  • System builds from scratch or images; install hardware, Windows operating system and Windows application software.  Experience with use of imaging/cloning tools such as Acronis or other.
  • Project coordination and leadership experience an asset
  • Experience in Linux server support
  • Advanced Monitoring/Alerting software experience
  • Must have valid driver’s license and own vehicle.
  • Post-secondary education, certifications and work experience in a related field will be carefully considered and weighed accordingly.

Soft Skills Required: This role requires collaboration with internal team members, sales representatives and multiple customers.

  • Strong interpersonal and communication skills, e.g. well-spoken and well written.
  • Superior customer relations and customer service skills, able to see Client’s perspective.
  • Ability to work well within a team environment, able to take a facilitative approach to overcoming challenge.
  • Positive, professional attitude.

Mid-Range welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Please forward resume in confidence to: hr@midrange.ca .  Only those being considered for an interview will be contacted.

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