Information System Technician

We believe that all technological solutions should be designed with security in mind and delivered with the friendliest service possible to ensure client satisfaction. We are looking for a like-minded information systems technician with a minimum of 3 years experience working at an MSP or relevant field to join our team.

The information systems technician is responsible for implementing, maintaining, troubleshooting and documenting informational systems as part of client support requests and internal projects. These systems include but are not limited to software, workstations, mobile devices, servers, data and voice networking equipment. Most of the work is performed remotely, however, some onsite visits may be required on occasion. As such, the applicant must posses a valid G class driver's license and have access to a working vehicle.

Excellent verbal and written communication are required to work directly with clients and vendors to resolve requests in order of urgency and impact in a professional manner. Since security and client satisfaction are paramount, advanced attention to detail is required. Advanced troubleshooting abilities, knowledge of workstation and server Windows operating systems and networking concepts are a must.

Other responsibilities include monitoring the RMM suite, managing service tickets, creating or updating documentation as well as addressing automated alerts accordingly.

Since this position is for our satellite office in North Bay, the ideal candidate must be able to produce excellent work both independently and collaboratively with our main office in Sudbury.

GENERAL DUTIES

• Provide a point of contact for customers via phone, email or ticket.
• Delight our clients with a friendly, fast and helpful experience.
• Provide the client with remote and onsite troubleshooting.
• Implement, maintain and troubleshoot software, workstation, server and network equipment.
• Create and maintain documentation for both client and internal systems and processes.

USE OF OUR TICKETING SYSTEM

• Use our PSA to prioritize, action and escalate helpdesk tickets, service requests and projects.
• Manage and record all work though our PSA system.
• Ensure that tickets and projects are dealt with in a timely fashion as per the established SLAs and KPIs.

USE OF OUR MONITORING & MANAGEMENT TOOL

• Review RMM dashboard and apply remediation actions accordingly.
• Review regularly scheduled/automated actions as indicated by our processes.
• Ensure that backup and disaster recovery systems are functioning properly.

PROJECT WORK

• Assist with infrastructure implementation project delivery either remotely or onsite as required.
• Assist with audits and other discovery projects.

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require senior team member support.
• Communicate with the clients while actioning tickets to ensure they are informed every step of the way; notify them of any changes or outages related to their issue.
• Submit timesheets & expense reports as indicated on their SOPs
• Identify, communicate and mitigate potential risks to clients and senior team members.
• Perform all tasks while maintaining best security practices.

TEAM WORK

• Follow scheduled client and team calls.
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
• Identify opportunities for improvement and make constructive suggestions for change.
• Contribute to the process of innovative change effectively.
• Undertake other duties as required by senior team members.
• Delegate tasks to other team members to ensure requests are actioned in a timely fashion.

SKILLS AND ATTRIBUTES Required

• Advanced ability to solve problems in fast paced environments
• Ability to work in both independent and team environments
• Desire to deliver the best possible client experience
• Excellent verbal and written communication
• Strong knowledge of computer hardware components.
• Strong knowledge of workstation and server Windows based operating systems.
• Strong knowledge of networking concepts (e.g. DNS, DHCP, ACLs, VPN) and networking equipment (e.g. switches, routers, firewalls, access points)
• Experience maintaining, implementing and troubleshooting line of business applications
• Experience maintaining, implementing and troubleshooting common applications (e.g. Microsoft Office, web browsers, Adobe Creative Cloud)
• Experience with remote access tools (e.g. TeamViewer, Splashtop, LogMeIn)
• Experience with Microsoft 365 and/or Microsoft Exchange.
• Ability to prioritize tasks based on urgency and client contracts
• Ability to lift heavier IT equipment (30+ lbs)
• Experience managing technical service tickets
• Post-secondary diploma or degree in information technology or relevant field
• Valid G class driver's license
• 3-5 years experience in the IT field
• Criminal background check

Assets * Experience with RMM Tools and PSA software

• Experience with programming, scripting and/or structured query languages.
• Experience with Mac and Linux based operating systems
• Excellent verbal and written communication in French
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc
• Client Experience Certifications such as Helpdesk Habits etc
• Experience working in a Managed Service Provider (MSP) environment