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IT Support Technician

5 months ago

Victoria, Canada Apex 365 Tech Full time

**Purpose & Scope**:
As an IT Support Technician, you play an integral role in the business, working closely with our valued clients on a day-to-day basis, providing support remotely and on-site for customer requests, analyzing problems and escalating issues when necessary. You deploy active listening skills to identify the root cause of issues and work with customers to find the best solution.

**Key Responsibilities**:

- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint etc.
- Implement and support disaster recovery solutions
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls and security
- Remote access solution implementation and support: VPN, Terminal Services, and RDS
- System documentation to include system reviews and recommendations
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
- Effectively communication complex terminology into easy-to-understand language for clients
- Escalate service issues that cannot be completed within agreed service levels
- Enter all work as service tickets in our ticketing system
- Provide management with your best advice
- Other duties as assigned

**Qualifications**
- Valid Driver's license required
- 2+ years' of Managed Services Provider (MSP) experience or experience in a similar role
- 2+ years working in a Network Admin or Network support capacity
- 2+ years' experience as a Tier 1 or Tier 2 Technician
- Understand networking and systems administration (CCNA, CMPTI A+, network considered an asset)
- Experience in all versions of Windows (please list experience)
- Experience in OSX considered an asset
- Strong interpersonal skills including written and verbal
- Ability to problem solve and provide solutions

**Core Competencies**:

- Effective written and spoken communication skills (i.e., Active Listening skills)
- Attention to detail
- Self-motivated with the ability to work alone and with a team
- Interest/passionate working in the Technology sector
- Critical thinking skills
- Highly Organized
- Solutions Oriented
- Ability to think outside the box
- Continuous learning and growth mindset

**Job Types**: Full-time, Permanent

**Salary**: $21.00-$28.00 per hour

Expected hours: No less than 40 per week

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Overtime pay

**Experience**:

- IT support: 2 years (preferred)

Licence/Certification:

- Driving Licence (required)

Ability to Commute:

- Victoria, BC (required)

Work Location: In person