Service Technician

1 month ago

Terrace, Canada TLC Solutions Full time

About TLC Solutions

TLC Solutions is a managed service provider (MSP) delivering information technology (IT) solutions across British Columbia, Alberta and California. In 1999 TLC Solutions onboarded our first client in Terrace BC, we are proud to still serve this client today.

We offer a complete IT solution to small and medium sized businesses by supporting workstations and servers, building new servers and network infrastructure, working with clients to establish IT budgets, migrating from on-premises infrastructure to cloud environments, and working with third party vendors to ensure the job gets done correctly.

United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolojoy.

About the opportunity

Hours: Monday – Friday 8am -5pm 

The Service Technician (ST) is our frontline technical support person.  You will be responsible for initial triage for all client support requests.  ST is a great starting point for those beginning their career in the IT industry, as you will come across all kinds of technology in various configurations.

Clients can reach ST's through various methods including email, chat and phone. The ST role is responsible for monitoring and communicating with clients on all platforms through the ticketing system. The daily workload is determined by the support requests from our clients.  Some requests can be resolved remotely, and some will require you to go onsite and meet with the client directly. 

Our ideal candidate has a passion for IT and has recently had some experience and education in Information Technology. Their personality is warm and friendly with a solutions-oriented mindset. They are great at communicating professionally with both clients and internal personnel. 

ESSENTIAL RESPONSIBILITIES

  • Supply exceptional IT service on all supported communication platforms
  • Self-education through workshops, certifications, job shadowing and research
  • Document new and changing systems and processes
  • Client onsite support
  • Following existing documentation to complete standard tasks
  • Resolve and escalate service requests
  • Working alone/unsupervised 

QUALIFICATIONS AND EXPERIENCE

  • 2 Years IT support or education or combination of both
  • 1 Year customer service
  • Preferred Certificates
    • Network+, A+, Server+
    • CCNA, ACSA, JNCIA
    • MS-900, MD-102.  Any other fundamentals or Associate level Microsoft Certification
  • Preferred experience with
    • Windows Server 2012-2022
    • Networking fundamentals
    • Microsoft 365 administration 
  • Class 5/7N Driver's license 
  • Ability to come to the office if required and go to client sites at regular intervals
  • Successful completion of Criminal Background Check
  • Legally allowed to work in Canada
  • Ability to come to the office and go to client sites at irregular intervals
  • Clean driving record and ability to produce a drivers abstract and claims history letter

WHAT WE OFFER

  • RRSP matching (3%) program
  • Social committee/events and a commitment to our People & Culture
  • Strong benefits package for all employees working >20 hours, including critical illness, medical, dental, orthodontics, and more
  • Career growth potential as we scale the business
  • Professional development support including tuition reimbursement
  • Channels to ‘give back' to our local communities

NEXT STEPS

At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you

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