Technical Support Specialist

**A successful Canadian supplier of**:
**photocopiers, printers and document solutions since 1998.**:
We partner with three of the global leaders in office equipment, Lexmark, Sharp and Xerox, which actively support our technical team in providing world-class service.

Com Pro offers a pleasant work environment, excellent benefits plan and attractive opportunities for career development. Our locations in Vancouver and the Fraser Valley provide easy access to the workplace, reducing the stress of a long commute.

**Career Benefits**:
Our reputation for providing excellent customer service wouldn’t be possible without the efforts of our valued employees. We pride ourselves on providing a welcoming work environment where employees feel at home and choose to be part of the Com Pro family for the long term.

**What are some of the perks of working for Com Pro?**:

- Employee benefits package (medical and dental)
- Company-paid professional development courses
- Employee outings, including go karting, laser tag, Vancouver Canadians games
- Employee health and fitness reimbursement
- Company BBQs & Other Events
- Paid Volunteer Day

Want to become part of our dynamic IT support team? The Technical Support Specialist is a member of the dedicated support team under the management of the Com Pro I.T. Service Delivery Department. Technical Support Specialist Team Members provide dedicated services to all of Com Pro clients for a select set of contracted services. This role is part of the overall commitment to quality of service for Com Pro’s clients and as such requires technical ability. The following description defines the activities to be performed and is expected during the Technical Support Specialist’s daily duties.

**JOB DESCRIPTION**

Technical Support Specialist role includes:

- Communicate with end user customers and perform Level 2 and Level 3 troubleshooting to determine and resolve the root cause of most hardware or software issues at the desktop, server and firewall level
- Ability to escalate unresolved issues to Level 3 engineers and perform general dispatch related duties
- Triage incoming tickets to determine problem severity in accordance with SLAs
- Perform some regular routine maintenance on managed services clients’ servers, desktops and firewalls
- Assist on server and workstation installs and upgrades
- Onboarding of projects onto client’s infrastructure
- Network Interface Support
- Install and test hardware and necessary peripherals
- Support Microsoft Exchange server and Office 365 environments
- Use remote tools for remote takeover sessions and troubleshooting on workstations
- Participate in team projects to enhance the technical infrastructure or improve quality or efficiency of problem resolution process.

**TECHNICAL SKILLS**

Mandatory Requirements:

- Industry recognized certification for practice areas
- Requires post-secondary diploma in computer-related technology field or several years experience in IT field
- Experience with remote control software such as GoTo Manage or RDP
- Strong experience with various Microsoft desktop operating systems
- Strong experience with various Microsoft productivity suites
- Windows server knowledge, maintenance and support - Windows Server 2012 and above
- Familiar with Network Area Storage (NAS) technology

Desirable Requirements:

- Business process focus
- ITIL Certification

**INTERPERSONAL SKILLS**
- Work hard and have fun
- Strong written and verbal command of the English language
- Ability to take direction and follow practices and procedures consistently and accurately
- Good time management skills
- Related job experience will be preferred
- Work effectively both as part of the team and on your own
- Professional approach to all tasks assigned
- Excellent verbal and written communication skills
- Listening skills that provide both the technical requirements as well as the underlying motivation of the client