Solutions Specialist/expert Tier 2/3 Implementation

3 weeks ago

Winnipeg, Canada Broadview Networks Full time

Salary: $49,501 to $55,500
**Driving Business Outcomes with Technology**

Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology. With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support. Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first. As an employer, we are committed to creating a workplace that s inclusive, diverse, and equitable.

**Broadview Networks is a Social Purpose Innovator Company**

We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.

**Purpose of Position**

Provide escalated remote and on-site support for technical support inquiries, assist with project Implementation, provide mentoring to the Support Team.

**Department**

Technical Services

**Division**

Implementation Services

**Work Location**

Broadview Networks
- Taylor Office

**Work Hours**

Monday to Friday 8:30am to 5:00pm CST

**Reports To**

Manager, Implementation Services / Director, Technical Services

**Direct Reports**

None

**Minimum Experience**

Mid to Experienced

**Work Experience**
- 3-5+ years' experience in a senior technical support role.
- 2-3+ years' experience in a consulting role.
- Experience working on projects is an asset.
- Experience with a Service Ticketing Tool would be an asset.
- Experience with Microsoft Teams would be an asset.
- Experience with Microsoft 365 & SharePoint would be an asset.

**Education Requirements**
- A postsecondary degree in information technology, or equivalent experience.

**Certification Requirements**
- CompTIA certifications would be an asset.
- Microsoft MCSE, MSCA, MCITP Server Administrator, MCITP Server Enterprise would be an asset.

**Job Role Responsibilities**
- Provide mentorship to all of the Support team.
- Build positive relationships with customers.
- Monitoring and management of support ticket system to ensure timely response and updates to tickets under your ownership.
- Correspondence with customers, vendors, partners, and team members documented in support ticket system.
- Timely management of own schedule.
- Take on escalated tickets from the Support team.
- Assist or lead project work as directed by Project Coordinator.
- Setup, configure and deploy new and existing hardware and software.
- Monitor and manage hardware and software health and identify areas of opportunity to encourage productivity.
- Analyze and deliver quarterly health reports to customers.
- Perform Disaster Recovery tests for customers as directed.
- Participate in Critical Afterhours On-Call Support rotation.
- Work with the Sales Team and our customers to provide technical pre-sales and draft scopes of work.
- Provide after-hours support and implementation to clients and their systems as required. Primarily with the goal of minimizing client downtime.
- Operate Vehicle in a safe driving manner.
- Cooperate with technical team and share information across the organization.
- Complete timely timesheets and work reports after customer service delivery.
- Comprehend customer requirements and make appropriate recommendations.
- Change management of customer environments using our documentation tools.
- Triage, escalation, and scheduling of support tickets to other specialized resources when required.
- Achieve Service Delivery Quotas and Key Performance Indicators (KPI) identified in the Job Role Success Criteria.
- Demonstrate successful use of downtime to complete self-study professional development.
- Other related duties as assigned.

**Job Role Success Criteria**
- Assigned Administration Key Performance Indicators (KPIs).
- Customer Satisfaction Rating KPI.
- Project Duration KPI
- Billable Target KPI
- CSAT (Customer Satisfaction) Survey Conversion KPI
- Timesheet & Absence Ratio KPIs.
- Training Schedule Completion.
- Documentation Scoring KPI.
- Direct Manager Assessment & Feedback.
- Adherence to Employment Policies.
- Adherence to Health & Safety Policies including Covid-19 Vaccination Policy.
- Adherence to Office Security Policies.
- Zero days where after-hours coverage is not arranged for pre-scheduled on-call rotation.

**Qualifications**
- Demonstrable experience as a mentor.
- Proficient in Microsoft Office including Word, Excel and Outlook.
- Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
- Experience leading or working on projects.
- Experience with the following technologies is an asset:

- Microsoft products including all recent versions of Microsoft Windows Server, Azure, Exchange, Microsoft SQL, SharePoint Online, Intune and Teams.
- Firewalls, NAT Policies.
- Switching & Routing
- Active Directory and Group Policy
- Remote Desktop & Client Access Technologies
- Corp

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