Client Services Technician 2
6 months ago
How will you make an impact with BMC?
BMC Networks is looking for a Client Services Technician 2 (CST 2) to join the Support team. You will have the opportunity to jump into a fast-paced, ever-changing environment and provide day-to-day desktop, server, and network support for BMC's clients. You will work with a team of IT professionals who, like you, are self-starters and problem-solvers with the ability to work under pressure and still find ways to laugh. You will gain exposure to emerging technologies and be tasked with interacting with people of all levels in our clients' offices, tracking and resolving all assigned support requests through effective decision making and problem solving skills.
What will you do, day-to-day?
**You will work in our beautiful downtown Vancouver office 4 days per week and at home 1 day per week (if desired), with occasional client site visits. However, you will work in the office 100% during your initial training.**
You will be a member of an award-winning managed IT services provider that provides technology solutions for professional service businesses, primarily law firms, across Canada. You will be working in our downtown Vancouver office and reporting to one of a Client Services Manager. As an intermediate member of BMC's technical team, you will provide technical support for clients by:
- Troubleshooting escalated issues with clients according to defined SOPs
- Communicating with vendors on behalf of clients
- Providing technical guidance and mentorship to junior staff
- Documenting issues and resolutions
- Escalating issues to the next level (Systems Administrators)
- Collaborating with members across various departments, including senior management
This position is part of an on-call rotation for approximately one week in eight. During the on-call period, the individual is expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy. For some of our more senior members, they will be part of the on-call escalation team instead of the regular on-call rotation, where they will assist the on-call technician.
As with any position at BMC, the CST 2 is responsible for adhering to company policies and procedures, and may have other duties assigned as necessary.
This is a salaried position with access to a comprehensive benefits package (detailed below) upon completion of the 3-month probationary period.
What will you bring to the team?
The CST 2 has a degree or diploma related to IT, certification in Microsoft, VMWare, or SonicWall, and 2+ years' related experience and skills in the following areas:
Technical
- Microsoft Windows 7 or newer, Windows Server 2008 or newer, Exchange 2013 or newer, Remote Desktop Services, and Active Directory
- ITIL or COBIT
- Administration of O365, SharePoint/OneDrive, and GPO
- Veeam, Datto, and Microsoft Azure backups
- Webroot AV
- SonicWall Firewalls
- VMware vSphere
- HP ProLiant Server hardware
- HP iLO and System Insight Manager
- HP ProCurve switches
- Microsoft SQL Server
- ConnectWise Automate, or other RMM
- ConnectWise Manage, or other PSA
Personal
- Communication: give and receive different kinds of information from various sources
- Time management: work calmly under pressure, set priorities and complete tasks efficiently
- Teamwork: collaborate with others
- Organization: effectively track and manage responsibilities
- Adaptability: adjust schedule and priorities in a fast-paced work environment
- Positive and professional attitude: provide outstanding customer service
- Self-motivation: work with mínimal management supervision
- Strong work ethic: make good decisions and solve problems
- Attention to detail: correctly document projects and ensure all information is up to date
- Patience: solve technical problems with end users of varying technical aptitudes
- Willingness to work a flexible schedule between 8:00 am and 7:00 pm PST
How will you be compensated?
Salary
- $50,000 - $60,000 per year
Benefits (upon completion of 3-month probationary period)
- Company events
- Extended Health Care
- Dental Care
- Short-term and long-term disability insurance
- Life insurance
- Employee assistance program
- Paid time off
- Health and wellness benefit
- Birthday Benefit
- Cell phone allowance
- Profit sharing opportunities
- We thank all applicants for their interest. Note that only applicants who have been short-listed will be contacted for an interview._
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