Media and Entertainment Support Technician

3 weeks ago


Vancouver, Canada Hosted Advantage Full time

**MEDIA AND ENTERTAINMENT SUPPORT TECHNICIAN**

Hosted Advantage Services Ltd. is an Information Technology Services firm based out of Vancouver, British Columbia. Founded in 2010, Hosted Advantage has become a major provider of IT consulting to the Canadian media and entertainment industry. Hosted Advantage continues to grow and expand its Information Technology consulting services to the corporate, government and SMB markets within Canada.

**Summary**

The Support Technician is responsible for the daily operations and maintenance of the Data Center equipment and customer equipment. Responsibilities range from installation of workstations, software, equipment, performing remote hands requests, and managing vendor maintenance of all critical infrastructure equipment.

**Skill**:Applies acquired job skills and company policies and procedures to complete assigned tasks. Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

**Job Complexity**:Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

**Supervision**:Normally follows established procedures on routine work, requires instructions only on new assignments. Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

**Experience**:Typically requires a minimum of 1 - 2 years of related experience.

**Duties and Responsibilities**:

- Ensure optimal communication between customers and technical teams from the opening to the closing of every ticket
- Work on front line of Helpdesk ticket system, responding to Helpdesk tickets (both internal and from customer) and offers solutions, before assigning to other IT Support staff
- Monitor and respond to issues related to Client systems and Data Center equipment.
- Perform initial triage and assist senior level engineers in troubleshooting customer problems including Windows and Linux system environments
- Perform workstation imaging and deployment.
- Deploy, setup and maintain hardware and software from various manufactures
- Provide on-site support for device and software troubleshooting, break/fix and/or upgrades.
- Manage Support tickets and RMAs with manufacturers
- Participate in all aspects (electromechanical, maintenance, security, etc.) of HA owned Data Centers
- Ensure compliance with policies and procedures.
- Other duties as assigned by the senior leadership team.

**Skills and Experience**
- Customer obsessed with an understanding of the customer experience journey
- _Required_ - 1-2 years of experience as a Support Technician
- Experience with computer software such as Microsoft Office Suite, etc.
- Experience with Copper and Fiber structured cables systems.
- Experience with Windows and Linux based operating systems.
- Experience with imaging and management software solutions.
- Experience with monitoring and ticketing systems
- Ability to update and follow specified policies and procedures
- Excellent written and verbal communication skills
- Comfortable working in a fast paced 24*7 environment with flexibility to work on-call, after-hours and weekends when needed

**Other**:

- Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. _Hosted Advantage is an equal opportunity employer._
- The masculine and feminine used in this job description refer equally to employees of both sexes and in no way represent a particular distinction based on gender employer._
- Employment is contingent upon successful completion of the background investigation.
- Please note interviews will be held remotely where possible.
- NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization._

**Salary**: $50,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 2023-08-04


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