IT Support Technician

**Who is Resilient IT**:
We are a fast-growing Managed IT Services and Solutions company. We are service driven and focused on delivering real business value to our clients. We are a team-based group of world class collaborators that work hard to solve our customers problems and have fun doing it

**Our Mission Statement**: To serve our customers by providing superior technical knowledge combined with business acumen and customer service that exceeds expectations. We leverage the strength of our team, partnering to deliver best in class solutions that are cost effective and enable our clients to focus on the growth of their business.

**Our Values**: Accountability, Responsiveness, Collaboration, Creativity, Flexibility, Integrity.

As a member of the Resilient team, you’ll work alongside world class tech talent, stretching your abilities by solving complex problems on a daily basis. You’ll be working in a supportive environment where we celebrate our success and learn from our mistakes, helping every member of the team to consistently deliver superior support for our clients and further build technical skills and business acumen. You will be expected to work with a limited degree of supervision, with oversight focused only on complex new assignments.

**We Offer**:

- Competitive compensation and benefits
- A well equipped, modern office with a great view
- Snacks, fruit, drinks
- A flexible, fun and supportive team environment
- Tools and technology to support your job requirements
- Training opportunities
- Regular fun team building events

**About This Opportunity**:
As a Support Technician, you will be responsible for providing tier 1 technical support and delivering Resilient project solutions to our clients. With direction from senior technical leadership, Support Technician’s are primarily responsible for providing tier 1 support for all things Microsoft as well as servers, switches, routers, security, and client networks.

**Key Areas of Responsibility**:

- Deliver superior technical support to Resilient customers who submit support tickets thru our RMM solution, ensuring timely and accurate resolution.
- Effectively communicate technical information to nontechnical users
- Provide remote support (primarily), but also provide on-site support as required
- Maintain accurate documentation of client networks, resolved issues, and client information
- Follow standardized operating procedures as much as possible - Create (and document) new procedures when required
- Perform IT project work as assigned
- Ability to handle multiple priorities and work to meet deadlines
- Demonstrate self led personal (technical) development to improve your skill set
- Ensure customer confidentiality is protected at all times
- Availability to work between 7:00 AM and 6:00 PM in an 8hour shift. May also require occasional after hours and weekend work when necessary
- Deliver customer experience that meets and exceeds client expectations

**Skill & Knowledge Requirements**:
**Must have**:

- Combination of real-world experience, education, and certifications
- 2+ years of previous and progressive technical support experience
- Familiarity with: Microsoft desktop and server environment, AD admin, Exchange/O365, SharePoint, Teams
- Self driven, focused and organized, ability to work with a limited degree of supervision
- Strong troubleshooting and problem-solving skills and ability to remain calm under pressure
- Excellent (English) communication skills both written and verbal
- Valid Class 5 drivers license and a vehicle. Most duties will be in our South Surrey office, however, some local travel may be required (mileage and expenses are reimbursed)

**Beneficial to have**:

- Familiarity with: Networking (TCP/IP), DB’s (SQL, Access), firewalls (SonicWall, Cisco), VMware, BDR solutions (Veeam), VoIP, RMM tools
- Certifications; MCSE, A+, and other technical certifications
- Diploma or Bachelor Degree related to Systems Administration or Networking

**Interested?**

**Job Types**: Full-time, Permanent

**Salary**: From $50,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus pay
- Overtime pay