User Support Technician

1 month ago

Kingston, Canada Telecom Metric Inc Full time

WHO WE ARE

We are a group of companies focusing on Cloud Infrastructure, VoIP, and Fully Managed solutions. Server Cloud Canada, Telecom Metric, and Cloud Metric were founded on the simple idea that companies win by investing in the right team and by putting the customer first.

Our vision is simple: Fostering a culture that prioritizes people over profit as guided by our values.

WHO ARE WE LOOKING FOR

We are looking for an A-Player to join our growing team that must embody our

Core Values.
- The customer is our first priority: We do our very best to understand our customers’ needs and to exceed their expectations, wherever they are each and every day.
- Honesty & Integrity: Treat everyone with respect and dignity
- Continuous improvement - baby steps: We believe in innovation and continuously improving the way we work. We explore new ways, dare to take risks and learn from both our successes and failures.
- Teamwork and collaboration: We all play on the same team. Working in an atmosphere of trust and mutual respect, we treat everybody in a fair, friendly and honest way. We share what we know and grow together.
- Personal responsibility is critical: Own your mistakes without unnecessary excuses.
- Problem solving: We are not scared of taking on new challenges and have a can-do attitude to solving our customers problems. This is how we turn our customers into loyal, raving fans.

WHAT YOU WILL BE DOING

As one of our User Support Technician, you are a doer. You are a good problem-solver, organized and detail-oriented individual who can juggle several projects simultaneously. You do not need constant hand-holding and are unafraid of learning new technologies with a competitive nature to constantly learn and improve. You have strong communication skills (both oral and written), are an active listener, and have an exceptional ability to manage timelines.

If you prefer a very structured and micro-managed environment, this is likely NOT your position.

You will be responsible for:

- Support and the ability to learn advanced technologies such as
- VMware vCloud director and Azure, UTM/Firewall, Cloud and VoIP servers, VPNs, SQL database management, Windows / Linux server administration, and others
- Tenacity in identifying the root cause of highly integrated and complex issues
- Provide input and recommendations for Corrective and Preventative actions to improve product solutions
- Tier I Technical Support - actively claim, triage, and resolve IT tickets and contribute to the team’s overall SLA matrices
- Work with our Support Team to provide training and knowledge transfer for support-related tickets
- Participate in the development of our internal knowledge base, user reference guides, and instruction manuals
- Take ownership of assigned issues from initial reporting through to resolution
- Work collaboratively with other internal teams, external partners, and vendors to ensure all aspects of IT projects and support requests are met
- Occasional evening and weekend support, as required

**Qualifications**:
QUALIFICATIONS
- Degree in Computer Science, engineering, or a relevant field
- More than 1 year experience of VOIP system establishment and troubleshooting across different platforms
- More than 1 year experience of working as the frontline of the technical support team.
- More than 1 year experience of working with the project team to launch new clients’ telephony system.
- Experience with the following is SoftSwitch, Teams Voice, 3cx, CloudPBX, Voipmonitor. beneficialVoIP, LAMP stack, FTP server, RDP gateways, RDP clusters, system diagnostics, pfSense, IPFire, VMware / vCloud, Azure, Prometheus, Fortinet, VPNs, Windows / Linux environments,
- Good knowledge of internet security and data privacy principles
- Understanding of networking fundamentals and TCP/IP protocols
- Willing to work and available after-hours
- Certification as an IT technician will be an advantage (e.g. CompTIA Security+, Microsoft Certified IT Professional)
- Strong command of the English language is required, both verbal and written.
- Ability to communicate internally as well with customers at all levels of technical and non-technical skill sets
- Valid Ontario driver’s license

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