Help Desk Technician

1 week ago

Burnaby, Canada NextGen Automation Full time

Help Desk Technician

Job Description 

We are seeking a customer-focused and technically skilled Help Desk Technician to join our growing Managed IT Services team working out of our Burnaby, BC branch. As a key member of our front-line support team, you will provide remote and on-site technical assistance to clients, troubleshoot hardware and software issues, and ensure a high level of customer satisfaction. You will work in a fast-paced, multi-client environment supporting a wide range of industries and technologies. NextGen Automation includes a team of highly trained technical sales force as well as customer service team with strong product knowledge, technical aptitude, and a commitment to first-class customer service. You would be expected to work alongside a highly trained team to maintain a high level of customer service to our new and existing customer base. 

Daily responsibilities will include the following: 
- Troubleshoot and resolve issues related to:

- Windows and macOS operating systems
- Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
- Network connectivity (LAN/WAN, VPNs, firewalls, switches, routers)
- Printers, scanners, and other peripherals
- Provide account management services (user account creation, password resets, permission changes).
- Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
- Escalate complex issues to Tier 2 or Tier 3 as appropriate.
- Perform proactive maintenance and updates on client systems as part of ongoing service contracts.
- Assist with onboarding/offboarding procedures for client users.
- Support and troubleshoot mobile devices and remote work setups.
- Participate in after-hours on-call rotation, as required.

Qualifications and Skills Required: 
- 1-3 years of experience in a technical support/help desk role, preferably within an MSP.
- Strong understanding of Windows operating systems and Microsoft 365 suite.
- Familiarity with Active Directory, Group Policy, DNS, DHCP, and basic networking concepts.
- Knowledge of ticketing systems (e.g., ConnectWise, Autotask, Zendesk).
- Excellent problem-solving and communication skills.
- Customer-service mindset with the ability to remain calm and professional under pressure.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.

Additional Skills that would be an asset would include: 
- CompTIA A+, Network+, or other IT certifications
- Experience with Remote Monitoring and Management (RMM) tools.

Pay: $55,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match

Schedule:

- Monday to Friday

Work Location: In person

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