Client Services Technician

How will you make an impact with BMC? What will you do, day-to-day? You will be a member of an award-winning managed IT services provider that provides technology solutions for professional services businesses, primarily law firms, across Canada. You will be primarily responsible for providing technical services for our Vancouver Island clients. Depending on your technical ability, your day-to-day responsibilities may include: - Answering phone calls from clients and troubleshooting technical issues with them - Managing a ticket queue and troubleshooting technical issues assigned to you - Documenting issues and resolutions - Communicating with vendors on behalf of clients - Entering and allocating your time accurately - Collaborating with members across various teams, including senior management - Providing guidance to junior technical team members - Proactively maintaining client server and network infrastructure - Supporting backup systems - Managing RMM and NOC operations This position is part of an on-call rotation for approximately one week in eight. During the on-call period, you will be expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy. What will you bring to the team? - Degree or diploma related to IT - Certification in Microsoft, VMWare, or SonicWall - Minimum 1 year related work experience - Ability to prioritize and organize multiple tickets - Demonstrated sound judgment and decision-making skills - Experience and skills in: - Microsoft Windows Desktop Operating Systems, Windows Server, Exchange (basic), Remote Desktop Services, Active Directory, and Office - O365 Administration - SharePoint/OneDrive Administration - StorageCraft File Backup - Webroot AV - NTFS File Permissions - GPO Administration - SonicWall Firewalls - VMware vSphere - LabTech or other RMM systems - ConnectWise or other PSA systems - TIL or COBIT training - Values aligned with ours: - Fun - We take our work seriously, but not ourselves - Integrity - We do what we say we will do - Professionalism - We are the professional IT company for professional services firms - Service - We exist to serve our clients and each other - Unity - We are all equally responsible for our success Who are you, really? - Genuinely enthusiastic about helping people and providing outstanding customer service - Patient when solving issues with end users of varying technical aptitudes - Professional in the way you present yourself and communicate with others - Nerdy about the importance of accuracy in details - Eager to continually learn and grow - Willing to take and share the credit for wins - Solution-oriented, a problem-solver who possesses a "get it done" attitude while paying attention to detail along the way - Comfortable in an environment where priorities and plans change rapidly but with intention - Looking to have fun, laugh, and not take things seriously all of the time - Willingness to work a flexible schedule between 8:00 am and 7:00 pm PST What is it like to work at BMC? You will be valued for the unique skills, experience, and personal qualities you bring to the team. We are committed to maintaining a healthy workplace culture that promotes trust, teamwork, and opportunities for growth. Some of the ways we put this commitment into action are: - All-Hands meetings, where we share our wins and challenges, and we recognize our Core Values All-Stars (online from Victoria) - BrewHaHa events, where we gather to celebrate the week's end with drinks and games (online from Victoria) - Ninja of the Month and Samurai of the Year awards - Regular team events, including scavenger hunts, hikes, bowling, and more (online events only) - Winter holiday party and summer BBQ for employees and family - Recognition and appreciation of tenure, including anniversary celebrations and additional vacation time for employees with 5+ years' service - Comprehensive health benefits plan (upon completion of 3-month probationary period), including extended health, dental, and vision care, life insurance, short - and long-term disability leave, and an employee assistance program - Additional BMC benefits, including a birthday lunch and gift, a health and wellness allowance, paid time off options, and profit sharing opportunities Since the pandemic, our workplace has been hybrid with most of our employees dividing their time between home, office, and client sites. The individual in this role will work at a client site two days per week and at home three days per week. They will also be responsible for other client site visits, as needed. - Please note that only those who have been short-listed will be contacted for an interview; however, we thank all applicants for their interest_