Managed IT Services, Senior Associate

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

Responsibilities:

• Provide phone and email technical support for end-users to resolve any hardware or software issues 

• Technicians will be in a phone queue answering calls from clients during peak hours  

• Support and troubleshoot workstations, servers and network related issues 

• Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients 

• Monitor and troubleshoot client backups 

• Escalate client issues through the proper channels 

• Manage cases according to defined case impact and priority 

• Maintain client security standards and confidentiality of information 

• Clearly document support issues and all resolution steps in RSM's ticketing system 

• Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption 

• Update cases and communicate with clients as required until issue is closed 

Required Qualifications:  

• 5-8 years of experience working on a technical helpdesk or IT related role or equivalent network administration role. 

Preferred Qualifications: 

• Degree or Certification in IT related field
• Min 5 years of experience with Windows 10, Windows Server, virtualization, server management (Physical, Virtualization: VMWare, Hyper-V) - Basic Troubleshooting / Knowledge, Storage & Network - Basic Troubleshooting / Knowledge. Laptop, Desktop, Printer, VPN, Outlook, SharePoint Basic troubleshooting.
• Phone Calls Handling Skills (International Clients) with excellent Communication Skills
• Familiar with IT service management tools and processes
• Active Directory & M365 Administration.
• Experience in large, complex environments with multiple locations
• Worked in Service Desk / Help Desk / Internal IT Environment
• ITIL Certification, preferred.
• ServiceNow Ticketing Tool
• Azure Active Directory
• Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required.
• Fundamental understanding of TCP/IP Networking 
• Experience with VMWare ESX hosts and vSphere Client for administration 
• Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.  
• Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN 
• Experience with Apple Hardware and MAC OS X 
• Experience with enterprise mobile devices 

Willingness to work for shift: 2:30AM to 11:30AM

Days of working : Wednesday to Sundays

Work mode: Hybrid

**To provide exceptional service and maintain the highest level of quality assurance for our clients, we record calls into our client-facing service desk. These recordings are used for training and quality assurance purposes only. Your privacy is important to us, and we will continue to take all necessary steps to safeguard your personal information. Team members will be required to sign a consent form upon start date authorizing these client calls to be recorded.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email