Information Technology Technician 3

2 weeks ago

Vancouver, Canada Radial, Inc. Full time

**IT Technician 3**
At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together.

Radial, the leader in omnichannel commerce technologies and operations has an exciting opening for an IT Technician 2. Radial’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.

**Role Summary**:
**Responsibilities**:

- Provides direct support to Radial employees and clients (customer) on all technologies in use and supported by the IT department. Tech1 & Tech2 responsibilities required:

- Maintains a friendly and helpful demeanor with customers at all times. Meets or exceeds departmental response time goals and KPIs.
- The understanding to read, maintain and create documentation related to technology, infrastructure, and local requirements.
- Uses system(s) designated by departmental management to track user issues and requests for assistance. Follows specified procedures on the use of said system. Monitors the service desk ticket queue and fulfills requests in a timely and courteous manor.
- Coordinates with other IT staff members as appropriate for the resolution of problems. Proactively seeks assistance from other staff members as required to quickly resolve customer issues to improve and resolve incidents as reported.
- Observes company guidelines and industry standards with regard to copying of software and advises departmental management when any illegal use of software is discovered.
- Delivers, picks up, and/or ships equipment to repair vendors as required. Tracks such activities in accordance with departmental guidelines.
- Notifies departmental management in writing when any equipment is relocated within the company, including serial numbers, original location of equipment and new location of equipment.
- Promptly advises departmental management of any situation that will cause a substantial delay in the resolution of a customer problem.
- Answers help desk calls. Provides support for local phone systems as necessary Responds promptly to voice messages left in the help desk mailbox and confirms receipt to the customer with an estimate of resolution time where possible.
- Configures supports and repairs all desktops, monitors, printers and RF scanner in the office and warehouse. Imaging and maintenance of hardware.
- Maintain an accurate inventory of IT equipment.
- Escalate critical business system issues that may impact the business.
- RF device troubleshooting involving physical mobile device, operating system of the device (Windows, Android, etc), and the hardware involved in supporting the device to include batteries, triggers, connectivity issues, etc.
- Knowledge of WIFI networking and the ability to offer support to SSID, channeling, cabling, powering, etc.
- Other duties as assigned related to but not limited to goals and the direction of the company.
- Additional capabilities focusing on roles related to elevated permissions for various software programs.
- Wi-Fi and network infrastructure knowledge to include configuration and troubleshooting.
- Enterprise server support knowledge to include troubleshooting and account creation.
- **_Tech3 requirements:_**:

- Advanced knowledge of Tech1 and Tech2 items above, plus the following Role is regarded as S.M.E. (Subject Matter Expert)
- Familiarity and working knowledge of cross team involvement and tasks.
- Network management and configuration tasks involving Wi-Fi, access points and all network hardware
- Server management and configuration Knowledge of I.T. facilities and requirements.
- Responsible for training Tech1 & Tech2 team members as required on various tasks and hardware.

**Qualifications**:

- Bachelor's degree (BS) in a related field preferred.
- 5+ years related experience with desktops and servers preferred.
- Familiarity with ticketing systems. ServiceNow experience preferred.
- Office365, Outlook and Active Directory knowledge.
- Avaya and Cisco/Networking
- Cisco Call Manager, Avaya CMS

**Travel**:

- This position is remote.
- Travel is not required.

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