Computer Systems Technician

Is this you?

Do you love talking with people, are you a mystery solver and find fulfillment in helping someone? This role is a great chance to learn a wide variety of technology in a multitude of settings - we ask our Help Desk technicians to approach each situation with care and compassion - we focus on being our clients compass - helping them to navigate difficult waters. Successful help desk computer technicians often have a high degree of empathy and great listening skills.

Company Overview

We are an established Managed Service Provider (MSP) in the IT space serving clients at a fixed monthly rate. Our clients are all small to mid-size businesses such as accountants, greenhouses, engineering firms, doctors, as well as larger companies including manufacturing plants.

Some Perks of Working here
- Paid lunch and breaks (1 hr/day)
- Fully catered lunches 3 days a week
- Focus on your professional and personal growth
- Comprehensive Benefits package after 6 months
- Support and access to learning platforms so that you can grow your skills
- Weekly checkins that are viewed by Ownership so that you can feel heard
- Supportive and inclusive environment
- Extended health care
- Vision care
- Dental care
- Employee Assistance programs
- Disability insurance
- Competitive wages

Description of Position

This is not an entry level position - we are looking for someone who has some exposure to troubleshooting computer networking, servers, and deploying routers, switches, printers, workstations, servers and wireless access points.

There are a few parts to this role that are highly important:
First, providing fast, friendly, and easy support to our clients. Taking care of quick problems quickly

Secondly, be an excellent team player - we work in a very collaborative environment and require team members that pitch in wherever needed to get the client what they need.

Finally, communication and attention to detail - projects & deploys are a many stepped process and require someone who will pay attention to ensure proper completion.

Job Purpose
- Assisting clients with hardware, software and networking problems remotely
- Working through the entire ticket process (identify, research, troubleshoot and resolve) independently for desktop, software and hardware issues, and DOCUMENT the results.
- Assist with identifying client requirements and relaying that information back to B4 Networks sales staff.
- Assisting with identifying client requirements and relaying that information back to B4 Networks sales staff.
- Documentation of all work as completed.
- Communicate with clients and staff to effectively schedule service tickets.
- Review/prioritize outstanding support requests
- Delegate and prioritize service calls based on the client need
- Liaise and work with the professional services team on outstanding projects.

**Required Skills**:

- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Ability to work in a team and communicate effectively.
- Ability to learn and grow in your knowledge
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the need for little supervision.
- Proficient in the following technologies:

- Windows Server 2008, 2012, 2016, 2019 (Management, migration, administration & troubleshooting)
- Microsoft Office 365
- Windows 7, 10
- Network Routing, Switches, VLAN's (Please highlight Sophos experience)
- Virtual Server technologies

BONUS - Signing bonus for technicians that have worked in a managed services environment before - please highlight if your previous experience is an MSP & what tools (RMM & PSA) you are familiar with.