Senior Workplace Technology Support Specialist

3 weeks ago

Calgary AB, Canada Campfire Technology Inc. Full time

Role Description

Campfire’s Senior Workplace Technology Support Specialists bring in-depth technical support to our customers across a wide range of technical domains including end-user computing, collaboration, networking. Senior Workplace Technology Support specialists are end-user facing technical support specialists who demonstrate deeper technical knowledge of Campfire’s services, tools, and systems along with client-facing systems administrations tasks. As such, this is a role that prioritizes strong customer service skills, in addition to intermediate to advanced technical support and solutioning skills. Campfire’s Senior Workplace Technology Support Specialists work closely with other members of the Technology Support and IT Operations teams at Campfire to deliver technical services to our clients.

Role Relationships 

  • Senior Workplace Technology Support Specialists report to the Manager, Technology Support Services 
  • Workplace Technology Support Specialists will work closely with, but do not report to, Senior Workplace Technology Support Specialists 

Role-Based Responsibilities 

  • Support for technical support issues such as solving systems, network, and application problems using information available in Campfire’s knowledge management systems or through publicly available documentation systems 
  • Incident documentation and resolution within Campfire’s service management/ticketing systems 
  • Fulfilling service desk requests within the scope of the service catalogue, including: 
  • Hardware moves, adds, and changes 
  • Software installation for novel, non-standard, or unknown software assets 
  • Other novel, or complex service requests 
  • Participate in asset lifecycle management processes, including onboarding, inventorying, and retiring workplace technology assets 
  • Prepare and provide communication and training for end-users based on information provided from senior technical resources, or information available in the knowledge management system 
  • Detection of potential major incidents and problems as reported by end-users 
  • Escalate unresolved issues to other team members or, where appropriate, external support providers, partners, and vendors 
  • Troubleshooting incidents that have been escalated by tier 1 personnel 
  • Manage computer and user onboarding and offboarding processes throughout the lifecycle of requests 
  • Creatingknowledge management assets (articles, videos, documentation) to assist tier 1 personnel, and end-users 
  • Assist in the execution of projects as guided by tier 3 personnel, project managers or vendors 

Role Qualifications 

  • Technical training, which may include post-secondary training, vendor specific certifications, and/or verifiable self-study in the following domains 
  • Microsoft Windows 
  • Apple macOS 
  • Apple iOS 
  • Microsoft 365 
  • Google Workspace 
  • Cisco Meraki, Ubiquiti Networking 
  • Synology NAS 
  • Azure Active Directory 
  • NinjaRMM 
  • Addigy, Jamf, Kandji, or other macOS MDM (Mobile Device Management) solutions 
  • 5 or more years of progressive experience in IT support 
  • Outstanding customer service, listening, and communication skills. 
  • Strong written and verbal communication, time management, problem-solving skills, and exemplary customer service 
  • The following certifications, or similar, would be considered assets 
  • CompTIA A+ 
  • Apple Certified IT Professional 
  • ITIL 4 Foundation 
  • Microsoft Technology Associate 
  • Microsoft 365 Fundamentals 

General Responsibilities 

  • Maintain an understanding of the Campfire support process and methodology, including desktop and server management systems, time recording and ticketing platforms and other support systems
  • Achieve and maintain industry certifications relevant to your duties 
  • Participate in local travel when and where required 

General Requirements 

  • The successful candidate must have access to a reliable vehicle and have an active Class 5 Driver’s License
  • The successful candidate must satisfy the requirements of a Criminal Record and Vulnerable Sector Check 
  • This is a hybrid work position. The successful candidate will be required to be in-office (SW Calgary) for two days per week and must be able to travel to client’s working locations for on-site service and project activities when required 
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