Job Description

Role Summary
Your middle name is trouble-shooter. You love problem-solving and helping clients resolve their issues. You possess excellent communication skills and have a passion for exceptional client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience.
You must be comfortable and able to commute on-site (Vancouver, BC) as this role is in-person at our office (505 Burrard St) and client visits.
Overall Responsibilities, General Tasks and Duties

• Setup and deployment of new computers / hardware
• Maintaining the Workstation Lifecycle Board in ConnectWise Manage
• Maintaining software deployment and scripts in ImmyBot
• Identifying potential automation and process efficiencies
• Maintain client documentation in ITGlue
• On-site to deploy hardware and ad-hoc field troubleshooting as needed
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Support services for Microsoft related technologies: Office365, Windows Server, Office suite, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, and Terminal Services
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services (work in collaboration with SM)
• Participates in regular meetings with the support teams

What you bring to the table

• Interpersonal skills: telephone skills, communication skills, active listening and customer-care
• Ability to diagnosis and troubleshoot technical issues
• Ability to multi-task and adapt to changes quickly
• Mac proficiency preferred
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Team player!
• Able to pass a criminal record check

Skills Required