Service Technician

4 weeks ago

Langley, Canada TLC Solutions Full time
About TLC Solutions

We are a managed service provider (MSP) delivering information technology (IT) solutions across British Columbia, Alberta, and California. Our journey began in 1999 with our first client in Terrace BC, and we are proud to still serve them today.

We offer a comprehensive IT solution to small and medium-sized businesses by supporting workstations and servers, building new servers and network infrastructure, working with clients to establish IT budgets, migrating from on-premises infrastructure to cloud environments, and collaborating with third-party vendors to ensure successful outcomes.

The Service Technician Role

The Service Technician (ST) is our frontline technical support professional. You will be responsible for initial triage for all client support requests. This role is ideal for those starting their career in the IT industry, as you will encounter a wide range of technologies in various configurations.

Clients can reach out to STs through various channels, including email, chat, and phone. The ST role involves monitoring and communicating with clients on all platforms through our ticketing system. The daily workload is determined by the support requests from our clients. Some requests can be resolved remotely, while others may require on-site visits to meet with clients directly.

Essential Responsibilities
  • Provide exceptional IT service on all supported communication platforms
  • Engage in self-education through workshops, certifications, job shadowing, and research
  • Document new and changing systems and processes
  • Provide client onsite support
  • Follow existing documentation to complete standard tasks
  • Resolve and escalate service requests
  • Work independently with minimal supervision
Qualifications and Experience
  • 2 years of IT support experience or education, or a combination of both
  • 1 year of customer service experience
  • Preferred certifications: Network+, A+, Server+, CCNA, ACSA, JNCIA, MS-900, MD-102, or other fundamental or associate-level Microsoft certifications
  • Preferred experience with Windows Server 2012-2022, networking fundamentals, and Microsoft 365 administration
  • Class 5/7N Driver's license
  • Ability to work in the office and visit client sites regularly
  • Successful completion of a Criminal Background Check
  • Legally allowed to work in Canada
  • Ability to work in the office and visit client sites irregularly
  • Clean driving record and ability to produce a driver's abstract and claims history letter
What We Offer
  • RRSP matching (3%) program
  • Social committee/events and a commitment to our People & Culture
  • Strong benefits package for all employees working >20 hours, including critical illness, medical, dental, orthodontics, and more
  • Career growth potential as we scale the business
  • Professional development support, including tuition reimbursement
  • Channels to 'give back' to our local communities

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