IT Support Specialist Technician

Company Overview

Revotech is a dynamic and rapidly expanding Managed Service Provider with over a decade of excellence. We deliver comprehensive IT solutions to a diverse clientele across Canada, ensuring businesses run smoothly and efficiently. Our success is driven by our core values:

- Passionate: Bringing energy and enthusiasm to exceed expectations.
- Driven: Relentlessly pursuing excellence and going above and beyond.
- Growth-Oriented: Seeking opportunities for learning and development.
- Accountable: Taking ownership of responsibilities and results.
- Innovative: Embracing creativity to provide the best solutions.
- Trusted: Building trust through reliability and transparency.
- Strategic: Thinking ahead for long-term success.

Position Summary

We are seeking a skilled IT Support Specialist Technician to join our team in a Tier 2 capacity. This role is essential in delivering exceptional service by proactively addressing and resolving client support requests. Operating in an on-site/in-office environment. You will connect our clients with advanced technology solutions, ensuring seamless IT operations and outstanding client satisfaction.

Key Responsibilities

Technical Support & Troubleshooting
- Diagnose and resolve complex issues related to desktops, laptops, printers, and imaging devices.
- Deploy new client workstations and manage profile transitions efficiently.

Client Engagement
- Respond to client requests and inquiries promptly with clear and effective communication.
- Deliver proactive solutions by anticipating client needs and exceeding expectations.
- Build and maintain strong relationships with clients to become a trusted advisor.

System Administration & Monitoring
- Administer and maintain internal and client disaster recovery solutions, including backup restores.
- Monitor Remote Management & Monitoring (RMM) tools for alerts, addressing them proactively.
- Manage client servers and network solutions, implementing standard requests and changes.
- Provide after-hours responses and on-site support when required.

Collaboration & Documentation
- Collaborate with the team to refine and develop Key Performance Indicators (KPIs) for performance measurement.
- Create and update documentation for internal policies, procedures, and client configurations.
- Share knowledge and expertise with team members to foster a growth-oriented environment.

Proactive Problem-Solving
- Take ownership of projects and tasks, ensuring accountability from initiation to completion.
- Embrace new technologies and innovative solutions to optimize service delivery.
- Prepare backup plans and adapt quickly to changing situations to maintain service excellence.

Hybrid Work Responsibilities
- Collaborate with the team in-house to strategize and align on projects.
- Visit client sites as needed, adapting to varying schedules based on client requirements.
- Utilize remote workdays effectively to support clients and manage responsibilities.

**Qualifications**:
Experience & Education
- 1-3 years of experience in a Managed IT Service environment.
- Diploma or certification in IT or a related field is required.

Technical Skills
- Advanced troubleshooting abilities with strong knowledge of desktops, laptops, printers, and imaging devices.
- Experience with server and network administration.
- Familiarity with disaster recovery platforms and backup restoration.
- Experience with PSA ticketing systems and RMM suites is an asset.

Other Requirements
- Strong communication skills with the ability to simplify complex information.
- Ability to transport equipment to/from company or client locations as required (to be discussed).
- Willingness to respond to after-hours mission-critical alerts and requests.

**Benefits**:
At Revotech, we believe our employees are our greatest asset. We offer a comprehensive benefits package designed to support your professional and personal well-being:

- Profit Sharing: Share in the company's success through a program based on tenure and performance.
- Lifestyle Spending Account (LSA): Up to $2,500 per year for fitness memberships, recreational activities, health and wellness services, and personal development courses.
- Health Spending Account (HSA): Up to $5,000 per year to cover medical expenses not paid by other plans.
- Vacation Time: Starting at 120 hours (15 days) plus 8 hours for your birthday, increasing with years of service.
- Paid Time Off (PTO): Earn time in lieu for after-hours work—1.5x for regular after-hours and 2.0x during statutory holidays.
- Sick Leave:
40 hours of paid sick time per year.
- Internet Expenses: Reimbursement for home office internet expenses up to $100.
- Dental and Extended Health Coverage: Comprehensive coverage including dental care, prescription drugs, paramedical services, vision care, and more.
- Employee Life Insurance and Accidental Death & Dismemberment (AD&D):
$25,000 coverage providing 24-hour protection.
- Medical Emergency Assistance/Travel H