Centralized Services Specialist

3 weeks ago

North York, Canada Techify Inc. Full time

Techify is hiring a talented and motivated **Centralized Services Specialist** who will be responsible for making proactive changes on a widespread scale that will affect each of Techify’s clients.

Reviewing requests from clients as well as Techify employees, the Centralized Services specialist will use Techify’s technology stack (IE software tools) to **implement automation, patch, Anti-virus, and backup changes** that will ultimately **reduce ticket numbers** and/or the number of hours spent on reactively fixing problems.

Our expectation is that the employee will consistently complete the six recurring Centralized Services tickets, automate recurring tasks for Techify Employees, work with the Techification team to identify issues to be resolved, and create/mofify reports using Brightgauge and Microsoft PowerBI.

**Essence of the role**
- Reduce the number of incoming tickets
- Implement small changes that create big impact for each of Techify’s clients
- Identify tasks with potential for automation to reduce workload of all service delivery areas
- Help Techify and its clients understand key metrics with meaningful and constantly improving reporting

When understood and executed properly, this role has direct impact on the following areas:

- Happier and more satisfied Clients and ultimately reduction in churn
- Reduction in RHEM
- Reduction in reactive tickets
- Reduction in client risk
- Increase in productivity
- Company profitability (Clients and Techify)
- Happier and more fun place to work
- Continually challenging yourself and developing your technical skills to assist with moving your career forward
- Increase in job satisfaction

**Accountability**:

- Weekly ticket completion
- Maintenance of the Centralized Services ticket board
- Techify software tool configuration and management
- Scripting and Automation
- Report creation and maintenance
- Identification of stale standards and creation of new standards (alongside other Techification members)
- Assistance with management of ticket reduction plans

**Role and Responsibilities**
- Monitor and complete tickets entered on the Centralized Services board
- Create new tickets on the Centralized Services board when other Techify employees make requests
- Schedule tickets so that tasks are completed in an efficient and timely manner
- Complete all weekly recurring tickets to ensure maintenance tasks are completed
- Configure and maintain reports using BrightGauge and PowerBI
- Update and maintain all of Techify’s software tools
- Promote and represent the corporate culture and core values in all aspects of your job duties.
- Manage client expectation
- Set reasonable follow-up times for issue resolution based on backlog and team availability
- Properly assess and effectively communicate project status to clients
- Ensure client satisfaction
- Address and escalate any client issues as they are identified
- Implement the Techify Way
- Utilize Techify’s tools to proactively identify possible issues and efficiently diagnose and resolve them
- Clearly document resolutions for any issues solved
- Create SOPs in ITGlue to assist with efficiency and RHEM reduction
- Document all network infrastructure changes within ITGlue
- Execute the Techification checklist and provide end-of-visit report to clients
- Others
- Attend all required service meetings
- Entering time, expenses, and submitting a weekly timesheet
- Successful completion of assigned quarterly rocks & training
- Remain up-to-date with current and future technologies emerging in the industry

**Qualifications and Education Requirements**

**Education**: Associate's Degree (two-year college or technical school) Required, Field of Study: IT or related technical field OR Bachelor's Degree (four-year college or technical school) Preferred, Field of Study: IT or related technical field

**Experience**:5 + years of experience in network / IT systems involving troubleshooting; Scripting and programming using Powershell, SQL, Python and/or other languages

**Certifications & Licenses**:IT industry certifications are preferred, specifically Microsoft 365, VMWare and Cisco.

**Compensation**:

- Competitive salary
- Corporate performance-based profit-sharing bonus
- Health and Dental benefits
- Group RRSP plan with contributions matched by company
- Yearly technology device allowance
- Paid birthday off as well as paid personal days
- Onsite Office Gym

**To Apply**:
1. Complete the following survey:

- Please note, an applicant will not be reviewed until they have completed the Culture Index Survey.

**About Techify Inc.**

Techify saves time and reduces risk for clients by providing Intelligent Technology services and support. We do this through Implementing our Orange Certified standards, aligning IT strategy to business goals and delivering a consistent computing experience to our clients.

While most IT teams are consumed by firefighting issues, Techify focuses on fire (issue) prevention to b

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