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Technical Support Coordinator

4 months ago

Calgary, Canada Lumen IT Inc. Full time

About Lumen IT

Lumen IT is a modern and innovative managed IT service provider based in Calgary, Alberta. We offer a diverse range of cutting-edge IT solutions to organizations of all sizes across Western Canada. Our expertise covers a range of technologies, including Apple and Windows operating systems, networks, servers, cloud services, Infrastructure as a Service (IaaS), endpoint devices, VOIP, and more. We are deeply committed to delivering exceptional customer satisfaction and fostering long-lasting relationships with all our clients. Our clients come from diverse sectors, including non-profit organizations, educational institutions, legal firms, healthcare providers, and many other sectors that rely on technology to enhance productivity and drive success.

Position Summary

Lumen IT in Calgary, AB, is seeking a Technical Support Coordinator to become a key part of our team. This role is crucial as the initial point of contact for our customers, requiring a friendly and supportive approach whether offering assistance on-site, via phone, or online. You will tackle troubleshooting tasks independently, equipping our clients with the necessary guidance and resources to overcome their technical issues efficiently.

This role is not just about technical acumen; it's about combining your technical know-how with exceptional emotional intelligence. You should be an expert-level user of your own devices (ie., you know how keychain access and firewalls work, can use a command line, and know how to write a support ticket). You should be a self-directed troubleshooter, someone who is able to find resources to identify and solve many problems independently.

You'll be instrumental in understanding our clients' needs, responding with empathy, and ensuring that every interaction leaves them feeling valued and supported. If you're passionate about making a real difference in client experiences and keen on growing within the IT field, this role offers a unique opportunity to develop your skills in a supportive and forward-thinking environment.

Responsibilities

  • On-site Support: Deliver hands-on tier-1 technical support directly at client sites in and around Calgary, supplemented by work from our downtown office. This includes password resets, user account management, basic troubleshooting, and answering common questions.
  • Operating System Mastery: Seeking individuals proficient in the nuanced functionalities of both Windows and Mac. Ideal candidates will demonstrate a strong ability to resolve user-level challenges, optimize system settings, and enhance overall user experience without necessarily venturing into advanced system configurations (others on the team will help with this).
  • Remote Support: Assist customers through phone, email, and remote tools, ensuring efficient and effective help.
  • Security Awareness: Foster a culture of cyber security awareness among clients by advising on best practices for securing user data and devices. Conduct regular security check-ups and educate clients on recognizing potential security threats to maintain a safe digital environment.
  • Onboard Staff: Meet 1:1 with new staff members to ensure their assigned devices are working well, their questions are answered, and they're ready to be productive.
  • Cloud Application Administration: Execute basic administrative tasks within cloud platforms such as Microsoft 365 and Google Workspace. This includes resetting passwords, creating new user accounts, assigning permissions, and setting up email groups,
  • Ticket Management: Managing and resolving client issues using our internal ticketing system. Support the entire Lumen IT team to ensure tickets are kept up to date, metadata is correct, and our customers are happy and well informed on the status of their requests.
  • Issue Escalation: Proactively escalating more complex or unresolved problems to higher-level support teams or specialists, following established escalation procedures to ensure timely resolution of critical issues.
  • Problem Analysis (Troubleshooting): Diligently reproducing, summarizing, and diagnosing potential root causes of problems reported by end-users, working collaboratively with our technical team to find solutions.
  • Hardware Management: Manage hardware lifecycle from preparation to deployment, ensuring smooth onboarding and off-boarding processes.
  • Customer Education: Create and distribute user-friendly guides and tutorials on common issues and best practices, empowering clients to better understand and leverage their technology investments.
  • Vendor Coordination: Coordinating with external vendors when additional support is required, ensuring seamless service delivery.
  • Administrative Flexibility: Handling a range of administrative duties as they emerge, which may include scheduling, client communication coordination, and maintaining client service records. This aspect of the role requires adaptability and organizational skills, ensuring the smooth operation of our diverse range of IT services.
  • IT Project Involvement: Participating in customer IT projects, under the guidance of senior technicians. This could involve collaboration across different internal and customer teams and visits to customer locations to physically deploy hardware.

Requirements

  • High school diploma or equivalent education.
  • Minimum one year of customer service experience preferred; IT environment familiarity highly valued.
  • Demonstrated tech proficiency with a keen interest in ongoing learning and development in IT.
  • Excellent written communication and efficient typing skills, with a minimum of 70 words per minute.
  • Professional attitude and appearance are a must. Business casual attire is required when visiting customer locations, while in the office, or during video calls.
  • Valid driver's license with reliable transportation for on-site visits during business hours.
  • Canadian citizenship or permanent residency required for employment eligibility.
  • Must be willing to complete a background check.
  • Must currently be a resident in Calgary, Alberta.
  • Availability for flexible scheduling, including some evenings or weekends.

Preferred Qualifications
While not essential, the following skills will enhance your candidacy.

  • 2+ year diploma in Computer System Technology or related program.
  • Experience with remote support tools and customer service ticketing systems.
  • Experience conducting user training sessions, remotely or in person.
  • Fundamental understanding of networking concepts and support procedures.
  • Possession of or working towards IT certifications such as CompTIA A+, Network+, ITIL Foundation, or CCNA.
  • Language skills beyond English are beneficial to support our diverse user base.

Benefits

  • Extended Healthcare Plan (Medical, Disability, Dental & Vision)
  • Wellness Days: Paid Sick Days and additional Paid Flex Days
  • Hybrid/WFH flexibility (The position still requires availability for on-site support).
  • Continual professional development opportunities.