Technical Support Specialist

3 weeks ago

Vancouver, Canada FM On-Demand Full time

**Technical Support Specialist - MacOS/Windows**

**Description**

We're seeking a Technical Support Specialist with a broad skillset and experience supporting both macOS and Windows systems to join our team as a subcontractor, working with us in a full-time capacity.

We're passionate about keeping our clients happy and we need a Technical Support Specialist that can make this happen. We utilize a strong remote management stack to support our various clients, so if you have experience using device management systems and can quickly adapt to any tool your given then you'll succeed in this role.

**About You**
- Assuming you've got the technical expertise, we're primarily interested in someone who brings the human element to their day-to-day duties; this is someone who relates to and empathizes with others genuinely, and who is also naturally curious and driven to finding those occasional solutions to complex or technical issues.
- You're never too proud to be wrong, admit fault, and aren't “above” any task.
- You have a keen ability for quickly identifying issues, and assisting in resolving them in a timely manner.
- You're not afraid of occasionally “getting your hands dirty” and doing whatever it takes to see an issue progress forward.
- You're as nuts about documentation as we are and are great at recording client issues and the solutions you provide to them at all stages of the tickets' lifecycle; from inception to resolution.
- You're focused on customer experience as you understand that your actions directly impact them as well as their impression of our team.
- You possess a sound troubleshooting methodology coupled with a healthy sense of urgency and respect for people's time.
- You're not a “platform snob”, and stay focused on the end result of efficient and reliable technology our client's rely on. Some of our customer's use Windows, some use macOS, and many have a mix of the two, so while you might be an expert in either, you're knowledgeable and comfortable supporting both platforms.
- You enjoy getting things done, and seeing a task through till it's completion brings you a strong sense of accomplishment.
- You have an “automation mentality”, and you're keen to solve problems in scalable and sustainable ways.

**Key Responsibilities**

Availability: Shifts are from Monday to Friday, 8am-5pm for remote work, though some on-site support will also be needed, as required. Also, occasional after-hours and weekend on-call support may be needed from time-to-time.
- Ticketing System: Use our ticketing system to work on and resolve helpdesk tickets & service requests, managing and recording all work though our ticketing system, split tickets that have several issues into their own individual ticket, and ensure tickets aren't going “stale” during the process.
- Communication: Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
- Documentation: Ensure that client documentation is always up to date, create and maintain documentation as it relates to system configurations, topology mapping, processes and procedures, and service records.
- Remote Monitoring and Management: efficient use of our remote monitoring and management platforms to perform tasks at scale, schedule maintenance, etc.
- Project work: Senior consultants occasionally need assistance delivering projects either on site or remotely.
- Customer visits: Visiting customers is critical (even when there may not be a pressing issue) to build relationships, perform required tasks, or simply to learn about their people, processes, business, and IT infrastructure
- Teamwork: Identify opportunities for improvement and make constructive suggestions for change, contribute to the process of innovative change effectively, undertake other duties as required by Senior Consultants or the vCIOs.

**General Job Requirements**
- Minimum of 3-5+ years of professional experience.
- Strong verbal and written communication skills.
- Valid Class 5 driver's license and a well-serviced vehicle that can be used to visit customers' office's.
- Experience in an IT Managed Services environment is strongly desired.
- Ability to deliver high-quality work independently with mínimal supervision and high attention to detail.
- Occasional heavy lifting may be required (ie. servers, UPSes, network equipment, etc.)
- Ability to remain calm and collected while handling simultaneous priorities.
- Impeccable follow-through: you always do what you say you're going to do, and you have the organization skills to track your deliverables.
- Excellent communication skills at technical and non-technical levels.
- Advanced troubleshooting skills and adept at utilizing resources and finding solutions.
- Present a professional appearance.

**Technical Job Requirements**
- Apple Certified Support Professional (ACSP), or equivalent experience.
- Previous experience with JAMF server includin

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