Overview
Family-owned and operated since 1977, Stormtech Performance Apparel is one of the fastest-growing suppliers in the promotional product industry, with four distribution centers shipping to 40 countries worldwide.

We value teamwork, integrity, accountability, adaptability, and the drive to continuously improve. Our approach to service and distribution focuses on providing a simple and trusted experience for our customers. We are committed to fostering a culture that strives toward a sustainable future.

ROLE OVERVIEW

The Senior Technical Support Analyst is responsible for providing expert-level technical assistance to resolve complex hardware, software, and network issues. This role also involves guiding junior team members, contributing to knowledge bases, and assisting in improving support processes. The analyst acts as a critical escalation point, ensuring exceptional service delivery and user satisfaction.

Key Responsibilities:

· Serve as the initial contact for users reporting technical issues through calls, emails, or support tickets.

· Support, analyze and resolve technical problems related to the operation of the hardware and software including VMware, Microsoft Windows, Microsoft 365, Microsoft Remote Desktop Services, DHCP and DNS servers, and other critical systems to ensure that the availability of services are maximized

· Create system documentation during implementation and maintain documentation as system changes are made

· Define, monitor, and perform system backups and recovery procedures to ensure full data retrieval

· Conduct research and make recommendations on server hardware, storage infrastructure, services and standards in support of technology solutions for the organization

· Accountable for staying current on the latest products and technologies, security threats and advisories, relevant patches and upgrades for the server and storage infrastructure

· Plan and coordinate system utilization, reporting, maintenance, and perform growth analysis and capacity planning of the infrastructure

· Responsible for the configuration and maintenance of the IT help desk system and IT monitoring and configuration tools

· Interface with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance

· Provide support as required and mentor or train members of IT with solving difficult technical problems and provide technical guidance on solutions

· Develop and update documentation, FAQs, and user manuals

REQUIREMENTS

· Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience)

· Requires a minimum of 5 years of experience with enterprise infrastructure in a medium or large organization, with at least 2 years in a senior or escalation role.

· Current certifications such as MCSE, CCNA, CompTIA Server+, CompTIA Network +, Linux+ are an asset

· Knowledge in the administration and use of the following: Microsoft Windows, Microsoft Active Directory, Microsoft 365, and VMWare ESXi

· Knowledge of the inner workings of an IT help desk and creating system documentation

CORE COMPETENCIES:

· Analyzes problem by gathering and organizing all relevant information

· Identifies cause and effect relationships

· Comes up with appropriate solutions

· Takes personal responsibility for job performance

· Completes work in a timely and consistent manner

· Displays energy and enthusiasm in approaching the job

· Maintains high level of productivity and self-direction

· Interacts with people effectively. Able and willing to share and receive information

· Plans and organizes tasks and work responsibilities to achieve objectives

Job Types: Full-time, Permanent

Pay: $65,000.00-$70,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• Store discount
• Vision care

Flexible language requirement:

• French not required

Experience:

• IT support: 5 years (preferred)
• senior or escalation role: 2 years (preferred)

Work Location: In person