Help Desk Technician

6 months ago

Vancouver, Canada Silver Networks Full time

Help Desk Technician / Systems Administrator / Solutions Integrator

SILVER NETWORKS

PROFESSIONAL INFORMATION TECHNOLOGY SERVICES

Are you a FOSS enthusiast who also is able to support proprietary solutions in business environments when appropriate? Are you able to work with 3rd party vendors to get their (sometime poorly written/designed) software working in the network environment without “passing the buck” or “pointing fingers”? Do you have a passion for perfection and enjoy providing better-than-average service and solutions for clients? Do you get a thrill out of competing against and beating the competition? Do you enjoy learning everything you can about a wide variety of technologies? Are you able to quickly pinpoint causes of problems and provide elegant solutions rather than just “format C and re-install Windows”? If you said yes to most or all of these questions, then Silver Networks is the perfect environment to unlimited career opportunities

Silver Networks is a privately owned and operated IT company providing outsourced IT services to our clients. For the majority of our clients, we function as their entire IT department. For some of our clients, their internal IT departments request our services when they need assistance with more complicated matters. We take pride in our quality of products and services and are always seeking to increase value for our clients.

You’ll be expected to have the technical aptitude to support each and every one of our clients, end-to-end, and ensure they are completely satisfied with your service. This includes, but not limited to: setting up an entire server-client based network, from scratch, starting with a box of hardware parts and ISO images, upgrading and migrating existing Microsoft and *nix based systems, ensuring backup and DR is fully implemented, etc., all working flawlessly. For areas that you may be weak in, you will be expected to “Google” and learn the information yourself. Your co-workers are not there to “Google” and feed you the first 3 top solution results to basic problems Specialists in only one or two very specific technologies need not apply

As part of your day-to-day routine, you’ll be expected to be self-managed and provide support to upper management in a number of ways, including but not limited to:

- Answering and routing phone calls.
- In-taking support requests and opening new tickets.
- Reviewing previously opened support tickets and following up with clients to move tickets forward.
- Meticulously documenting client information in tickets and other locations.
- Assisting other technicians.
- Ability to hustle and get the job done
- Outstanding people skills in all types of business environments
- Excellent English communication skills, both verbal and written
- Must own and wear a suit-and-tie for men and equivalent for women when attending face-to-face meetings with clients
- Ability to translate technical language into layman’s terms
- Three to five years’ experience, MSP experience is a plus
- Ability to switch between serial-tasking and multi-tasking when appropriate
- Excellent understanding in how to properly handle PC/server hardware
- Excellent mechanical and soldering skills
- Ability to prioritize tasks to address client needs on schedule
- Experience maintaining flooded-lead acid batteries and gasoline generators
- Must have a clean criminal record and drivers abstract
- Have a reliable vehicle
- Must be bondable

**Proficiency in**:

- Windows Server & Desktop environments (including MS Office)
- Microsoft Active Directory
- Microsoft Exchange/Office 365
- Network protocols and technologies (eg. DNS, DHCP, VLANs, etc.)
- Firewalls (eg. pfSense, Sonicwall, etc.)
- VPN/IPSEC/OpenVPN
- Backup and Disaster Recovery solutions
- Virtualization (VMware/Proxmox/Hyper-V, others a plus)

**Nice to have experience in**:

- Storage solutions: DAS, NAS, SAN, RAID, etc.
- Scripting languages: Batch, Bash, PowerShell
- Linux/BSD administration
- Data recovery
- Accounting systems, such as QuickBooks, Sage ERP 300, Adagio, etc.

**How to apply**:

- Provide a cover letter and resume.
- Be prepared to demonstrate your abilities from your own environment
- Provide compensation expectations
- Clearly explain what you are bringing to the table

**Company Culture Note**:
To promote a harmonious and comfortable environment for all staff members, we maintain our office as a vegetarian-friendly location.

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 40 per week

**Salary**: $48,000.00-$144,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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