Onsite Support

2 months ago

North Vancouver, Canada Technikel Solutions Ltd. Full time

**Onsite Support & Technical Support Specialist**

Are you an **experienced Technical Support Specialist **with 2 plus years experience working for a **Managed Service Provider**? We are a North Van MSP, that offers a dynamic, goal-oriented workplace. We support our staff in building their careers and living a balanced life.

**Position: Onsite Support & Technical Support Specialist**

The Onsite Support & Technical Support Specialist will initially work in-house before starting onsite visits. The Technical Support Specialist is vital to our company being our first line of technical support for all service requests from our clients. The Technical Support Specialist is responsible for addressing the incoming support requests quickly and professionally, maintaining open and clear communication with the client about the progress of the resolution. You must have a proven track record of the ability to successfully troubleshoot, diagnose, and resolve various tiers of Help Desk issues. Onsite Support involves visiting client sites across the Lower Mainland.

**Responsibilities**:

- Group Management, Office 365 Management
- Setting up new laptops/workstations
- To troubleshoot client technical issues remotely and on site
- To document and follow up on tickets with complete accuracy until it has been resolved
- To work with the team to develop processes to continually improve service delivery
- To communicate with customers in a respectful and clear manner
- Strong problem-solving Skills - Must be able to think outside the box
- To troubleshoot client technical issues remotely and on site
- Responsible for setting up new hardware and software at client sites
- To resolve escalated Tier 3 Help Desk issues
- To document and follow up on tickets with complete accuracy until it has been resolved or escalated.
- To work with the team to develop processes to continually improve service delivery.
- Support services for Microsoft related technologies - Office365, Server, Windows, etc
- Technical support of the network - WAN, LAN, Routers, Switches, etc
- Remote access troubleshooting including VPN, RDS, etc

**Knowledge and Technical Skills**:

- Certificate or higher in a computer related field and/or 2+ years of technical support work experience
- Office 365 Administration
- Windows Server 2012+ experience with Hyper-V, Active Directory and GPO’s
- Industry IT Certifications: MCP, MCSA, MCITP, Azure, CCNA
- Experience with Ticketing systems and RMM
- Understanding of cloud technologies including Azure, Office365, GSUITE, and more
- Multi-task and adapt to changes and direction quickly
- Ability to script is an asset
- Understanding of the Mac and iOS operating systems
- Self motivation
- Team player
- **Strong Communication Skills**: Ability to articulate technical information in a clear and non-technical way.
- **Client-Focused Attitude**: Demonstrated ability to engage with clients professionally and empathetically. Engage with clients in a friendly and professional manner, ensuring a positive experience and clear understanding of their IT issues.
- **Outgoing Personality**: Comfort and enthusiasm for interacting with clients, combined with a proactive approach to problem-solving.

**Other Assets**:

- Experience with Ticketing System and RMM
- Advanced Networking Knowledge (DHCP/DNS, Switching/Routing, VLAN, VPNs)

**Benefits**:

- Working with an amazing team of people and a great culture
- New office with a paid parking spot in Lower Lonsdale
- Quarterly socials events
- Paid sick days, longer vacation time and extended health benefits
- Office snacks and drinks
- Ping pong tournaments
- **Company Vehicle**: A company vehicle will be provided for work-related travel. Please note that the vehicle must remain at the office outside of work hours.

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

Pay: $50,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Extended health care
- On-site parking
- Paid time off

Schedule:

- Monday to Friday
- On call

Application question(s):
Work Location: In person

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