Client Services Technician 1

2 weeks ago

Vancouver, Canada BMC Networks Full time

How will you make an impact with BMC?

BMC Networks is looking for a Client Services Technician 1 to join our Support team. You will have the opportunity to jump into a fast-paced, ever-changing environment and take responsibility for providing telephone and remote desktop support for our clients. You will work with a team of IT professionals who, like you, are self-starters and problem-solvers with the ability to work under pressure and still find ways to laugh. This is a client-facing role in which you will be tasked with interacting with people of all levels, resolving all assigned support requests through effective decision-making and problem-solving skills.

What will you do, day-to-day?

You will be a member of an award-winning managed IT services provider that provides technology solutions for professional services businesses, primarily law firms. You will be working in our beautiful downtown office serving our clients across Canada.

This position is part of an on-call rotation for approximately one week in eight. During the on-call period, you will be expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy.

Your day-to-day responsibilities will include:

- Answering phone calls from clients
- Troubleshooting issues for clients, including troubleshooting with the client on the call
- Working on tickets in an assigned queue
- Documenting issues and resolutions
- Setting up new users, including workstation configuration
- Travelling to client sites to provide hands-on support
- Escalating issues to Client Services Technician 2 support
- Collaborating with team members across various team, including senior management
- Communicating with vendors on behalf of clients
- Entering and allocating time accurately

What will you bring to the team?
- 1 or 2 years of related experience (recent graduates with service desk / end user support experience will be considered)
- Ability to prioritize and organize, handling multiple tickets
- Demonstrated sound judgment and decision-making skills
- Experience and skills in:

- Support technical related issues involving Microsoft Operating Systems Exchange (basic), Remote Desktop Services, Active Directory, and Office
- Support services for Microsoft related technologies: Microsoft 365 and Azure
- SharePoint/OneDrive Administration
- Support services for backup technologies: Veeam, Datto, and Azure
- Network support and troubleshooting: Wi-Fi, switches, firewalls
- Support services for virtualization technologies: VMware
- LabTech or other RMM systems
- ConnectWise or other PSA systems
- ITIL
- Values aligned with ours:

- Fun - We take our work seriously, but not ourselves
- Integrity - We do what we say we will do
- Professionalism - We are the professional IT company for professional services firms
- Service - We exist to serve our clients and each other
- Unity - We are all equally responsible for our success

Who are you, really?
- Genuinely enthusiastic about helping people and providing outstanding customer service
- Patient when solving issues with end users of varying technical aptitudes
- Professional in the way you present yourself and communicate with others
- Nerdy about the importance of accuracy in details
- Eager to continually learn and grow
- Willing to take and share the credit for wins
- Solution-oriented, a problem-solver who possesses a "get it done" attitude while paying attention to detail along the way
- Comfortable in an environment where priorities and plans change rapidly but with intention
- Looking to have fun, laugh, and not take things seriously all of the time
- Willingness to work a flexible schedule between 8:00 am and 7:00 pm PST

What is it like to work at BMC?

You will be valued for the unique skills, experience, and personal qualities you bring to the team. We are committed to maintaining a healthy workplace culture that promotes trust, teamwork, and opportunities for growth. Some of the ways we put this commitment into action are:

- All-Hands meetings, where we share our wins and challenges, and we recognize our Core Values All-Stars (online from Victoria)
- BrewHaHa events, where we gather to celebrate the week's end with drinks and games (online from Victoria)
- Ninja of the Month and Samurai of the Year awards
- Regular team events, including scavenger hunts, hikes, bowling, and more (online events only)
- Winter holiday party and summer BBQ for employees and family
- Recognition and appreciation of tenure, including anniversary celebrations and additional vacation time for employees with 5+ years' service
- Comprehensive health benefits plan (upon completion of 3-month probationary period), including extended health, dental, and vision care, life insurance, short
- and long-term disability leave, and an employee assistance program
- Additional BMC benefits, including a birthday lunch and gift, a health and wellness allowance, paid time off options, a

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