IT Field Technician

2 weeks ago

Lower Mainland, Canada I.T. Ideas Inc. Full time

I.T. Ideas Inc has been supporting clients throughout the Lower Mainland for over 25 years, and for the past 15 years has turned that focus to primarily supporting and securing not-for-profit organizations, keeping them out of the crosshairs of cyber-criminals.

We are currently hiring two (2) IT Field Technicians to support our clients. These roles will work at client site in the Lower Mainland also from their home. These role primarily involves on-site support; remote support responsibilities are secondary.

**Responsibilities**
- Carry out a 'security-first' approach to service delivery.
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Implement and support disaster recovery solutions.
- Technical services, support and troubleshooting at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Desktop and laptop builds, setup, deployments and decommissioning
- Remote access solution implementation and support: VPN, SASE Platform, and Citrix.
- System documentation including system reviews and recommendations.
- Communicate with customers as required: keeping them informed of service and incident progress, notifying them of impending changes, or agreed outages.
- Write and maintain technical documentation (procedures, knowledge base articles), customer environment documentation and how-to guides.
- Create incident reports.
- Maintain client hardware and software inventories.

**Who are you?**

You are an IT professional with the following skills and abilities:

- Professional IT Certifications, such as: CompTIA A+, Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Fortinet NSE4, Cisco CCNA, or VMware VCP/VTSP.
- Competency with ticketing systems and Remote Management and Monitoring software (e.g. Autotask, DattoRMM).
- Diagnosis of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: the ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service request details, and to create documentation.
- Ability to work effectively over the phone with clients to solve all customer issues.
- Self-motivated with the ability to work in a fast-moving environment.

**You have**:

- A passion for excellent customer service and for seeing others succeed.
- Strong verbal and written communication skills.
- The ability to present ideas in user-friendly language.
- Problem-solving, critical thinking and analytical skills.
- Comfort in making decisions independently.
- Professional IT Certifications such as CompTIA A+, Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Fortinet NSE4, Cisco CCNA, or VMware VCP/VTSP.
- An ability to successfully manage and complete multiple tasks within a deadline.
- A Diploma or Degree in Computer Science / Information Systems.
- A minimum of 2 years' experience as an IT field service technician.
- A valid BC Driver's License and access to a reliable vehicle for business use.

**Additional Expectations**:

- Fast turnaround of customer requests.
- Friendly, helpful and engaging when assisting customers.
- Improving customer service, their perception, and satisfaction.
- Ability to effectively work in a team and communicate effectively.
- Escalating service issues that cannot be completed within agreed service levels.
- Entering and recording all work as a service ticket (Autotask).
- Improving internal processes to streamline support, reduce costs, and to improve overall customer service.
- Maintaining specific knowledge of the customer and how IT relates to their business strategy and goals.
- Responsible for entering time and expenses as they occur.
- Reviewing IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

**Finally.**

If you are an outgoing, self-motivated, "people person" with a passion for delivering exceptional customer service. As a strong advocate for smaller IT service environments, you relish having exposure to a variety of tools, technologies, and customer verticals.

You'll be required to commute daily to different client locations to address a range of technology needs. You'll also provide consistent service desk support to other customers. In rare emergency situations, you _may be required to commute between different clients _on the same day.

**We Offer**:

- An amazing team and we have amazing clients.
- A competitive salary commensurate with experience and qualifications, plus 3 weeks paid vacation.
- A comprehensive benefits package.
- Performance-based incentives.
- On the job training & support.
- Fun, fast-paced, and diverse working environment and culture.
- Paid Discretionary days.

**How to apply**:
Please send us a lett

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