Field Service Technician

6 months ago

Surrey, Canada Happier IT Inc Full time

We want everyone to love what they do. If you’re looking for a career that allows you to meet & help new people, learn and work with a broad range of new software and technologies, and be part of the expansion of one of Canada’s Fastest Growing Companies, please read on.

About the Position

We’re looking for an amazing, customer service focused, experienced technician to provide on-site service to our clients in the greater Vancouver area.

As a field technician you will be dispatched by our central service desk and will work on-site in our clients’ offices to provide reactive support, install new equipment, and perform proactive service tasks. Between Proactive/field service calls you will work remotely from your home office doing help desk support tickets.

In this position, you will commute to client sites in/around the greater Vancouver area.

**Responsibilities**:

- Drive to clients’ sites and perform service at their sites
- Arrive on-time as scheduled at sites
- Perform assigned work
- Reactive Support
- Install new PCs and equipment
- Perform proactive service tasks/visits
- Onboard new clients
- Between on-site visits you will work as a member of our Support team and will be assigned Incidents/Service Requests
- Provide impeccable customer service
- Ensure timely, precise, evidence-based documentation of all support activities
- Verify and update all documentation pertaining to each incident you work
- Collaborate with your team members and work together to help each other solve incidents
- Maintain an appropriate level of communication with clients and internal stakeholders for each incident you work
- Follow standardized procedures and create new procedures when required
- You will work on-site at clients places of work and from our White Rock office (once available)
- You will work from home until our physical office is ready
- Your hours will be 8am - 5pm PST
- You will occasionally be required to work outside of your normal business hours and on weekends
- Be oncall on weekend for emergency onsite support
- All expenses and mileage are reimbursed
- Vacation coverage for our service centre and proactive roles

**Requirements**:

- Fluent, clear spoken English
- Excellent written English (to create clear, concise, client-facing communications)
- Excellent verbal/written communication and interpersonal skills
- Amazing face-to-face interpersonal skills
- Resourcefulness to find answers and solve problems
- 3+ years’ experience working in a helpdesk or multi-person IT team
- 2+ years’ experience working in an on-site/field support role
- Experience with
- Microsoft Windows Server operations systems
- Microsoft Active Directory user management
- Microsoft Windows desktop operating systems
- Networking (Internet, DNS, subnets, VLANs, routing, WiFi etc.)
- Microsoft Office
- Apple OSX
- Apple iOS
- Android OS
- Experience with the following is a bonus
- BlackBerry
- Windows Phone
- QuickBooks / Sage 50 / Sage 300
- Microsoft Exchange
- Microsoft SQL
- Improve your skills by passing one or more certifications each year

Benefits
- Medical, dental and vision coverage
- Short and long-term disability coverage and life insurance
- Group RRSP (with corporate contributions)
- 10 days vacation + 5 Paid Sick days
- Your birthday off
- Dedicated time allocated to education/certification

**Salary**: $52,000.00-$62,000.00 per year

Schedule:

- Monday to Friday

Work Location: On the road

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