IT - Service Technician

1 week ago

Winnipeg, Canada 365 Technologies Full time

365 Technologies is a leading Managed Services Provider, located in Winnipeg, MB, focused on empowering companies through technology.

Job Title: Service Technician

Reports To: Service Manager

Responsibilities & Duties:

- Service Technicians must be available to drive to client locations throughout Winnipeg as required and without advance notice.
- Participate in on-call rotation, requiring after-hours availability to respond according to our on-call policy.
- Detailed documentation of all completed work, using our ticketing system.
- Ensuring tickets are responded to and resolved within published Service Level Agreements.
- Regularly communicating with the Service Desk Coordinator or Manager regarding incident resolution and outstanding problems.
- Providing timely follow-up to client inquiries and support tickets.
- Keeping client documentation updated.
- Accurately tracking and submitting timesheets & expenses.
- Escalate where necessary, to Network Administrators, Senior Network Administrator(s) or to management as needed.
- Meeting all published key performance indicators (KPIs).
- Other duties as assigned.

Essential Qualifications & Skills
- Must have a valid driver's license, with access to a vehicle each day.
- Outstanding verbal and written communication skills in English.
- Active listening and empathy. We are committed to providing "Worry-Free IT".
- Ability to manage multiple tasks, with frequent distractions, effectively.
- A passion for solving technical problems, with a focus on exceptional customer service.
- 1-3 years of IT support experience, preferably in a Managed Services environment.
- Experience troubleshooting Microsoft Windows 10/11.
- Experience with PC and Server hardware installation and troubleshooting.
- Knowledge in IP networking and troubleshooting

Recommended Qualifications & Skills
- Experience with Microsoft 365 administration and management.
- Microsoft, CompTIA A+ or Network+ are an asset.
- Experience with configuration and troubleshooting of Microsoft Server OS (2016, 2019, 2022).
- Experience with Veeam Backup & Replication.
- Experience with firewall and security appliances (Sonicwall).

**Benefits**:

- Competitive Salary
- Performance-based incentives
- Comprehensive benefits package
- Employer RRSP/DPSP/TFSA matching plan
- Health spending account
- Staff lounge with cold drinks and snacks
- Mileage Compensation
- Hybrid In-Office & Remote work flex

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