IT Network Technician

4 days ago

Brantford, Canada Attache Group Inc Full time

**Basic Functions**:

- Provide IT support for our client’s server, storage and network infrastructure, both on-premise and in the cloud
- Perform project-based work such as technology upgrades and migrations in Attache’s client base
- Assist in developing technology standards review process for Attache’s clients to proactively reduce the number of help desk service requests
- Act as an escalation point for Attache’s help desk technician’s where additional skills and knowledge are necessary to resolve a service request
- Utilize excellent client service skills and ensure proper recording, documentation, and closure of any service issues
- Assist in the architecture of IT solutions for Attache’s clients
- Mentor Attache’s junior technical staff

**Daily Duties and Responsibilities**:

- Execute IT infrastructure projects such as VMware migrations, Office 365 Migrations, firewall implementations and server deployments with mínimal supervision
- Track time and expenses in PSA system (ConnectWise)
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service or project tickets in ConnectWise
- Assist in monitoring the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Create and maintain client documentation in Attache’s document management tool
- Improve client service, perception, and overall satisfaction with Attache
- Act as an escalation point for help desk service requests
- Proactively review Attache’s client’s environments against our best-practice standards and create remediation plans where applicable
- Communicate with clients as required (i.e. keeping them informed of incident progress, notifying them of impending changes, agreed outages, etc.)

**Knowledge, Skills, and/or Abilities Required**:

- Excellent technical working knowledge of server and cloud environments such as Microsoft 365, Azure, Windows Server, Hyper-V and VMware ESXi
- Strong interpersonal and communications skills
- Excellent diagnosis and troubleshooting skills
- Ability to control client conversations and guide clients to resolution
- Well-developed writing and presentation skills
- Strong IT architecture skills
- Ability to work in a team-oriented environment
- Passion to learn about new technology
- Ability to multi-task and adapt to changing client requests on the fly
- Self-motivated with the ability to work in a fast-paced environment with little or no supervision
- Desire to work outside of normal business hours

**Educational/Vocational/Previous Experience Recommendations**:

- College diploma, preferably in computer science or a related field, or working towards this goal
- Knowledge of ticketing systems like ConnectWise, AutoTask, or Kaseya is a plus

**Salary**: $40,000.00-$50,000.00 per year

Additional pay:

- Overtime pay

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Life insurance
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Do you have a car and are you able to commute within a 100 KM radius of Brantford, ON?

**Education**:

- Secondary School (preferred)

**Experience**:

- IT support: 3 years (required)

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