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Solutions Specialist Tier 2 Remote

2 weeks ago

Winnipeg, Canada Broadview Networks Full time

**Driving Business Outcomes with Technology**
Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology. With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support. Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first.

**Purpose of Position**

Provide escalated remote and on-site support for technical support inquiries, escalate and schedule Technical Resources while balancing the needs of the technical services department. Assist with Project Implementation, provide mentoring to the Support Team.

**Department**

Technical Services

**Division**

Support & Managed Services

**Work Location**

Broadview Networks
- Taylor Office

**Work Hours**

Monday to Friday 8:30am to 5:00pm CST

**Reports To**

Manager, Support & Managed Services

**Direct Reports**

None

**Work Experience**
- 3+ years' experience in a technical support role.
- 2+ years’ experience in a consulting role.
- Experience with a Service Ticketing Tool would be an asset.
- Experience with Microsoft Teams would be an asset.
- Experience with Microsoft 365 & SharePoint would be an asset.

**Education Requirements**
- A postsecondary degree in information technology, or equivalent experience.

**Certification Requirements**
- CompTIA certifications would be an asset.
- Microsoft MCSA or Role Based Certification in Windows Desktop or Microsoft 365 would be an asset.

**Job Role Responsibilities**
- Provide mentorship to Help Desk team.
- Build positive relationships with customers.
- Monitoring and management of support ticket system to ensure timely response and updates to tickets under your ownership.
- Follow up on tickets daily unless scheduled for future dates based upon customer feedback or direction from your Team Lead, Manager or Director.
- Correspondence with customers, vendors, partners, and team members documented in support ticket system.
- Ensure ticket hygiene meets all requirements.
- Timely management of own schedule.
- Work tickets based on priority and chronological order, unless instructed otherwise by your Team Lead, Manager or Director.
- Take on escalated tickets from Help Desk team.
- Provide remote, in-person, on-site support for customers.
- Provide move, add, changes, preventive health checks of customer equipment and software, remotely or on-site for customers.
- Assist in project work as directed by Project Coordinator.
- Setup, configure and deploy new and existing hardware and software.
- Monitor and manage hardware and software health and identify areas of opportunity to encourage productivity.
- Analyze and deliver quarterly health reports to customers.
- Perform Disaster Recovery tests for customers as directed.
- Perform Customer onboarding to our Managed Services.
- Participate in Critical Afterhours On-Call Support rotation.
- Provide after-hours support and maintenance to clients and their systems as required. Primarily with the goal of minimizing client downtime.
- Liaison between customer and vendors of customers’ hardware and software for efficient support.
- Operate Vehicle in a safe driving manner.
- Cooperate with technical team and share information across the organization.
- Complete timely timesheets and work reports after customer service delivery.
- Change management of customer environments using our documentation tools.
- Triage, escalation, and scheduling of support tickets to Tier 3 or other specialized resources when required.
- Achieve Service Delivery Quotas and Key Performance Indicators (KPI) identified in the Job Role Success Criteria.
- Demonstrate successful use of downtime to complete self-study professional development.
- Other related duties as assigned.

**Job Role Success Criteria**
- Assigned Administration Key Performance Indicators (KPIs).
- Customer Satisfaction Rating KPI.
- Same day Resolution KPI.
- Billable Target KPI
- CSAT (Customer Satisfaction) Survey Conversion KPI
- Missed Response KPI
- CSAT Survey Conversion KPI
- Timesheet & Absence Ratio KPIs.
- Training Schedule Completion.
- Documentation Scoring KPI.

Direct Manager Assessment & Feedback.
- Adherence to Employment Policies.
- Adherence to Health & Safety Policies including Covid-19 Vaccination Policy.
- Adherence to Office Security Policies.
- Zero days where Tier 2 coverage is not arranged for pre-scheduled service calls due to your absence (Critical Coverage).
- Zero days where after-hours coverage is not arranged for pre-scheduled on-call rotation.

**Qualifications**
- Proficient in Microsoft Office including Word, Excel and Outlook.
- Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
- Experience with the following technologies is an asset:

- Microsoft produ