IT Field Support Analyst

JOB POSTING – IT SUPPORT TECHNICIAN (FIELD)

POSITION LOCATION:

Nanaimo, BC and Area (Hybrid & Client Onsite)

Ammolite Technology Ltd, an emerging leader in full-service systems management, IT infrastructure design, and procurement continues to grow and is looking to add to our technical team. We are looking for a field support IT technician to join our team to virtually support our clients across Western Canada, in addition to providing onsite support when needed to our Vancouver Island based clients. This is an excellent opportunity to develop your IT knowledge in a highly successful organization. If you have excellent customer service skills and love troubleshooting real time problems, we look forward to hearing from you.

COMPANY PROFILE

Ammolite partners with organizations to maximize their investments in technology. Providing exceptional customer service, Ammolite Technology empowers users through consultations, tools, and training. With decades of combined experience, Ammolite's experts offer customized IT support, turn-key technology management, and procurement solutions. Vendor partners include Microsoft, VMware, Dell, Inuvika, Lenovo, Google Cloud, iXsystems and Veeam. With locations in Calgary, Victoria and Houston, TX, Ammolite provides strategic IT solutions to businesses across Western Canada and in the United States.

THE ROLE

The IT Support Technician is one of the most important roles in our organization. You have a relentless drive to create amazing service experiences for our clients who have placed their trust in our team. Often the first point of contact for our clients, you help facilitate and guide them through their requests and work with our internal team and partners to deliver amazing outcomes. While this role has a heavy focus on technology troubleshooting, it is your customer service experience that is most valued. You will have a team of technical subject matter experts behind you to help with client requests and incidents. Through proactive friendly communication you will be counted on to keep clients informed on their requests and ensure their complete satisfaction.

This position is remote based; you will be supporting clients remotely via phone/email/chat etc. from your home-based office.  Also, when required, you may be asked to visit clients in their offices. Advance notice will be provided for any travel over 15kms. A valid driver's license is required.

KEY RESPONSIBILITES & DUTIES

· Embrace your role as a company ambassador and deliver amazing customer experiences through listening to customer inquiries and finding the appropriate solution(s).

· Respond and track support requests via our internal ticketing system for technical assistance via phone and email.

· Identify and escalate situations to senior staff where appropriate.

· Collaborate with other IT Support Technicians to strengthen processes and improve solutions for our clients.

· Identify areas for improvement within our client's current IT infrastructure; collaborate with the sales organization on your findings.

· Diagnose and resolve technical hardware and software issues.

· Maintain a proactive mindset when resolving client request support requests. Avoid the simple "break / fix" mentality.

· Visit client offices to help diagnose issues, resolve support tickets, perform maintenance and or complete other technical requirements when needed.

· Maintain professionalism when interacting with clients whether onsite at their location or via phone/email communications.

· Consistently ensuring corporate SLAs are being met and identify areas that may require additional support.

· Maintain constant communication with clients on the status of their submitted requests until confirmation of resolution is received from client and ticket is closed.

· Maintain billable hours (75% utilization), demonstrated through weekly timesheet submissions.

DESIRED QUALIFICATION

Experience and Certifications:

· Technology related education is preferred but not mandatory.

· years of experience in a technical role with preference to candidates who have provided deskside support to users.

· Previous experience with IT managed service provider (MSP) organizations is a strong asset.

· Experience with ticket management systems (ServiceNow, ConnectWise, Autotask etc.) would be an asset.

· Key technologies that would be considered strong assets include Microsoft 365 administration, Azure Entra ID, networking troubleshooting and basic server administration.

· Desired Certifications include Comptia A+, Network+ and Security+.

· Driver's license and own car for client onsite assignments.

Additional Soft Skill Qualifications:

· Highly refined organizational skills with the ability to advance several tasks often with competing timelines and prioritizing effectively

· Ability to explain technical concepts clearly and patiently to non-technical users.

· Friendly, proactive, and committed to delivering a positive client experience.

· Comfortable working in dynamic environments with shifting priorities.

· Works well with internal teams and external vendors to resolve issues efficiently.

· Uses logic and creativity to troubleshoot and resolve issues

· Maintains confidentiality and builds trust with clients

· Eager to learn new technologies and improve skills

· Skilled at de-escalating tense situations and maintaining client satisfaction

· Expert customer service and relationship building skills are required to excel in this role.

WHY JOIN OUR TEAM

· Ability to work remotely

· Training and Development opportunities

· Skilled technical team that can provide mentorship

· Opportunities for advancement

· Employee Health Benefit Plan

· Active participant in a high-growth organization

· Car Allowances for onsite client travel

Privacy and confidentiality are important to us; as such all applications are kept strictly confidential. While we will only be considering qualified applicants for this role, if you are interested in pursuing an alternate career path, we would certainly be happy to speak with you about opportunities that fit your profile.

Interested candidates are welcome to submit their resume and cover letter to