Help Desk Technician with remote support

Found in: Jooble CA O C2 - 2 weeks ago


Vancouver BC, Canada Microserve Full time

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 550 team members, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.
Microserve is seeking an enthusiastic Service Desk Analyst - Tier 2 to join our team. The Service Desk Analyst, Tier 2 is the second level escalation path for Tier 1 support often involving onsite support at numerous client locations. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff, provide user support to both local and remote users, maintain system documentation, and contribute to IT projects as required. Troubleshoot difficult or time-consuming issues on PCs, laptops, peripherals, printers, mobile devices, and Office 365.
Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.
Proactively assisting with training of existing and new members of the team.
Assisting with overall help desk tickets when time allows.
A willingness to work flexible hours when required to meet client deadlines, with most work being within regular office hours 0830am to 5pm PST.
Visit client sites when required, to discover issue and/or root causes to physical components, perform install/move/add/change requests, or complete issue resolution.
Consistently display superior customer service skills and telephone etiquette.
Incident management (logging incidents, managing workload, documenting support issues).
Active directory user management (inventory, repairs, configuring new machines).
Troubleshooting and maintenance of IT hardware (iOS devices and Windows).
Audio visual support (projectors, video conferencing, Zoom/Teams for Business).
Minimum 2-3 years of experience in IT Service and Support industry.
At least two professionally recognized certifications (A+, Network +, Security +, Microsoft, Cisco, etc.).
Setup and configuration of VM, troubleshooting.
Network administration and Windows 10 OS.
Intermediate to proficient knowledge of MS Office applications; Office 365 support experience.
Additional Skills or Assets:
Experience with Windows Virtual Desktop, Remote Desktop Services, or Citrix environment is advantageous.
Understanding of DNS, especially as related to web and mail service.

Corporate Responsibility
Extended Medical and Dental plan from day one
At Microserve, we gather compensation benchmarking data across BC & Canada for our roles and use that data to build a salary range for our current team and future talent.


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