compensation: $65,000.00-$82,000.00 per year depending on technical skills, team fit and customer service abilities employment type: full-time
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You are an outgoing, self-motivated, "people person" who thrives on delivering exceptional customer service every day. You prefer an opportunity to work in a smaller IT Service Provider environment versus larger corporate enterprise environments so that you get greater exposure to tools, technology and a variety of customer verticals. You are passionate about helping not-for-profit and charitable organizations to be sustainable and successful.
In this crucial customer-facing role you will be responsible for remote and dispatched on-site technical support for all technology needs including: mobile devices, workstations, networking equipment, peripherals and servers. You will be working with various project teams, while assisting our clients in all aspects of their technology needs - including day-to-day break/fix support, RCA (Root Cause Analysis) and preventative maintenance (PM).
When you are not on-site you will be augmenting the Service Desk team to ensure that a consistent level of service is achieved.
A passion for excellent customer service and for seeing others succeed
Strong verbal and written communication skills
The ability to present ideas in user-friendly language
Problem-solving, critical thinking and analytical skills
Comfort in making decisions independently
Attention to detail while also keeping in mind the big picture
A drive for meeting expectations and you strive to exceed expectations
An ability to successfully manage and complete multiple tasks within a deadline
A Diploma or Degree in Computer Science / Information Systems
A minimum of 2 years' experience as an IT field service technician
A valid BC Driver's License and access to a reliable vehicle for business use
The successful candidate will be responsible for:
IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and Vmware technologies.
Supporting services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Implementing and supporting disaster recovery solutions.
Technical services, support and troubleshooting at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
System documentation including system reviews and recommendations.
Communicating with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Writing and maintaining technical documentation, customer environment documentation and how-to guides
Creating Incident reports
Maintaining client hardware and software inventories
Fast turnaround of customer requests.
Competency with ticketing systems and Remote Management and Monitoring software (e.g. ConnectWise, Freshworks).
Improving customer service, their perception, and satisfaction.
Ability to work in a team and communicate effectively.
Escalating service issues that cannot be completed within agreed service levels.
Entering all work as a service ticket (ConnectWise Manage).
Improving internal processes to streamline support, reduce costs, and to improve overall customer service.
Maintaining specific knowledge of the customer and how IT relates to their business strategy and goals.
Responsible for entering time and expenses as they occur.
Reviewing IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Fortinet NSE4, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Diagnosis of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: the ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details, and to create documentation.
Self-motivated with the ability to work in a fast-moving environment.
Diploma or Degree in Computer or Information Technology
4 years IT Field Service Technician related experience
Why I.T. Ideas Inc?
Amazing team and amazing clients.
We help not-for-profit organizations to thrive and succeed.
Competitive salary based on experience and qualifications.
Health, vision, and dental benefits.
On the job training & support.
Fun, fast-paced, and diverse working environment and culture.
Rapidly growing company
Cell Phone Allowance
Paid personal days
Great opportunity for advancement.
Preference will be given to applicants with demonstrated customer service skills and Microsoft, Vmware, Veeam, Cisco, Fortinet, or Citrix certifications. Preference will be given to applicants who have experience with Autotask.
Please supply a cover letter explaining your related experience and salary expectation, along with your resume. This position is to start immediately.
Only shortlisted candidates will be contacted
Job Type: Full-time, Permanent
Salary: $65,000.00-$82,000.00 per year
To keep our field technicians safe our clients are required to respect all social distancing guidelines. Masks must always be worn when on-site. Remote diagnosis and troubleshooting will be attempted first.
Applicants are required to complete an on-line Assessment and must be willing to submit to a background/criminal records check.
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