On-Site IT Support Technician

Found in: Appcast CA C2 Glassdoor - 1 week ago


Calgary, Canada Sure Systems Full time

Job Description:

The Field Technician is responsible for onsite service and support needs for our customers. This relates to all

technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.


Basic Functions:

• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual

environments built on Citrix, Microsoft, and VMware.

• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

• Implement and support disaster recovery solutions.

• Technical services and support 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 to include system reviews and recommendations.

• Communication with customers as required: keeping them informed of incident progress, notifying them of

impending changes, or agreed outages.


Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.

• Ability to work in a team and communicate effectively.

• Escalate service issues that cannot be completed within agreed service levels.

• Communicate to customers: keeping them informed of progress, notifying them of impending changes,

agreed outages, etc.

• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.

• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.

• Document internal processes and procedures related to duties and responsibilities.

• Responsible for entering time and expenses in ConnectWise as they occur.

• Work through a daily schedule in ConnectWise that has been established through the dispatch

• process.

• Understand processes in ConnectWise by completing assigned training materials and blueprints on the

ConnectWise University.

• Enter all work as service tickets in ConnectWise.

• Review IT publications and online materials to remain up-to-date with current and future technologies

emerging in the industry


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