Help Desk Tier 2 IT Support

3 weeks ago

Vancouver, Canada FULLY MANAGED INC Full time

**About Fully Managed**

Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:

- Fanatical Service
- Absolute Accountability
- Inspiring our People
- Passion for Innovation
- Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

**Why Fully Managed**:
We don’t want to fill jobs; we want to partner with you throughout their career journey by providing:

- career growth and professional development through certifications
- the technology you need to enhance your daily work,
- a team of like-minded professionals without ego that help each other grow and flourish
- a comprehensive benefit package, and
- generous paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

- a remote work environment,
- flexible hours, and a
- health & wellness subsidy.

**Key areas of responsibility**:

- Handle Tier 1 escalations
- Escalate to Tier 3 where appropriate
- Participate in rotating On-Call shifts for after hours
- Provide training and guidance for Tier 1 techs
- Provide remote support and occasional on-site support as required
- Follow standard operating procedures, creating new procedures for newly identified resolutions, and when otherwise appropriate
- Maintain accurate documentation of client networks, resolved issues, and client information
- Communicate ticket status and updates directly to clients
- Strive to ensure a Customer Frictionless Experience, other performance metrics, and meet company expectations
- Actively participate in meetings to help grow the team and
- Pursue two certification exams per year is highly recommended
- Be willing to work flexible hours when required to meet client deadlines
- Support end-users by providing technical guidance and solutions in a clear and concise manner - Utilize JAMF to manage and maintain devices across the organization
- Create PowerShell scripts to perform reports or deploy software to Windows systems
- Create, test, and deploy MDM profiles for MacOS
- Onboarding and offboarding users and their computers in Active Directory
- Be able to work well under pressure, and train users on best practices for using their MacOS or Windows devices
- Drive to customer locations to provide in-person customer support where remote support is exhausted/not possible
- Perform other duties and tasks as required.

**Skill and knowledge requirements**

We’re flexible but these are a must:

- 5+ years of experience in IT support with a focus on supporting Apple MacOS and Windows systems
- Apple Certified Support Professional (ACSP), or equivalent experience
- Valid Class 5 driver’s license and a well-serviced vehicle that can be used to visit customers’ office's.
- Experience in an IT Managed Services environment is strongly desired.
- Technical support experience supporting MacOS, Windows, mobile devices (Android, iOS), backup platforms (eg. Datto, N-able, Veeam), enterprise-grade antivirus, Microsoft 365, and Google WorkSpace.
- Experience with JAMF device management software
- Ability to multi-task and adapt to changes in an extremely fast-paced environment
- Trouble shooting and investigation skills; especially in the face of poor to no documentation
- Excellent time management and ability to effectively prioritize issues
- Ability to handle emotions calmly and professionally during client interactions
- Prompt, reliable and willing to go above and beyond to exceed customer expectations

Assets:

- University degree in computer science or equivalent experience
- Microsoft, Cisco, and CompTIA+ certifications
- Experience with ITIL service management concepts and methodologies and certification
- Experience with Service Now or Autotask
- Experience with Windows or Linux servers
- Experience with Network Hardware’s like; Sophos, Meraki, Ruckus
- Understanding of networking concepts and protocols
- Current or previous professional technology certifications

**Interested?**

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

**No recruiters and no phone calls please

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