IT Support Tech

Job Summary

Reporting to the Service Delivery Manager, the IT Support Technician reacts to clients experiencing technical problems and will be involved in various activities, including basic and advanced incidents, change requests, and security response. The position is heavily focused on providing exceptional customer care and solving client issues promptly and courteously, IT Support Technicians work as a member of the support team in a fast-paced environment to ensure that clients' needs are met promptly and professionally. Most tasks are performed from the office using remote tools, but on-site work and project work at client offices in our service region is required occasionally and in times of emergency.

Job Duties and Responsibilities

Client Contact and Problem Identification

• Create tickets based on calls, emails, alerts and proactive discovery
• Answer incoming requests from clients and solve their issues live with a focus on first call resolution
• Maintain a healthy ticket queue and communicate with clients to ensure the issue or request is thoroughly understood and prioritized effectively
• Assess the issue or request presented by the client, identify actual or potential causes, and assist with remediation
• Communicate appropriately with clients and provide valuable updates on their tickets
• Identify trends to mitigate potential widespread issues or prevent rework
• Escalate issues appropriately within the Support team

Client Assistance/Problem Resolution

• Assist team members with keeping the overall ticket queue healthy and under control
• Prioritize work appropriately based upon urgency, importance, the time required, etc.
• Follow the core ticket procedures to ensure a consistent response is given to each incident
• Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices
• Assisting with adding, removing, configuring, deploying, and supporting servers, networking equipment, and other infrastructure
• Assisting with installing, configuring and supporting client-server software for a variety of platforms
• Provide remote and occasional on-site assistance for client equipment
• Diagnose hardware and software issues on a variety of systems
• Perform basic network and Internet troubleshooting
• Support and assist team members with tickets and changes
• Partake in and assist other team members with after-hours on-call duties
• Complete client maintenance procedures and resulting follow-up tasks promptly
• Maintain a healthy level of communication with clients and colleagues to ensure everyone is kept up to date on the progress of a ticket, even when progress is slow or not ideal
• Follow best practices and implement supportable solutions

General Duties

• Keep client documentation up to date
• Communicate appropriately and effectively with coworkers, including providing and accepting constructive feedback
• Submit timesheets and expenses on or before the required due dates.
• Coordinate queue coverage for lunch, breaks and on-site visits with the team
• Propose and work with continuous improvement initiatives
• Assist with the maintaining of Standard Operating Procedures (SOPs) and policies
• Adhere to SOPs (Standard Operating Procedures) and policies to ensure consistency and maintaining TCSI's overall levels of security
• Maintain a clean personal workspace and contribute to shared office tasks
• Document gathered knowledge for the team, where possible

Qualifications/Experience

• Must have a clean criminal record to obtain security clearance for government regulated offices and organizations.
• 2+ years of experience providing technical support to business customers
• 2+ years of experience supporting desktop and server hardware, including their components, assembly, and troubleshooting
• 2+ years of experience administering Windows operating systems, including Windows Server variants, Windows 11, as well as standard productivity suites like Microsoft Office (experience with Apple hardware and software would be considered an asset)
• 2+ years of networking fundamentals experience, including IPV4, DHCP, DNS, Routing and Firewalls
• 1-2+ years of experience supporting On-Premises and Cloud Computing platforms (E.g. Group-Policies, OUs, Security, Users, Groups, Sites & Services, DNS, PowerShell, etc.)
• 2+ years of experience supporting Office 365, including Exchange Online, SharePoint Online, and OneDrive
• Experience with RMM tools such as Syncro and ConnectWise or similar ticketing system experience would be considered an asset
• A combination of education and relevant work experience considered instead of the above requirements

Skills/Abilities

• Comprehensive verbal, listening and written communication skills and the ability to continually develop and enhance soft skills to communicate effectively with clients and staff
• Ability to answer incoming calls professionally and think on your feet to resolve issues live
• Ability to engage others in a friendly and professional manner
• Ability to convey technical concepts and terms to clients in a non-technical, clear, concise and easily understandable manner and be able to explain complex issues in simple terms
• Problem-solving and critical thinking skills to analyze issues, identify solutions and resolve problems utilizing best practices and options
• Organizational and time management skills to provide timely support to clients waiting for a resolution to their problem
• Ability to effectively use Microsoft Office tools such as MS Teams and MS Planner, and other Microsoft software applications
• Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environment
• Ability to deal with stressful situations while remaining calm and composed
• Ability to continually develop and expand a technical skillset
• Flexibility to work with unique line-of-business applications specific to the clients' needs

Please send resume to with 3 references

Job Type: Full-time

Pay: $17.85-$24.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Extended health care
• Paid time off
• RRSP match
• Vision care

Work Location: In person