Job Description

The ITeam is one of Calgary's leading IT Service Providers. In business for over 30 years, we are a team of professionals who are passionate about what we do and driven to succeed. We are seeking an intermediate level technician to fill the role of Deskside Support Level 2 at our fast paced and friendly company. The position is full time, 8am to 5pm Monday to Friday. Overtime opportunities are available.

The primary focus of the position is coordination of technical services delivery to our clients. Duties will include telephone and remote support, remote network monitoring, triage and escalation of support calls including scheduling client site visits for technical staff, call tracking and follow-up, and general services logistics.

Job duties:

Provide first and second level technical support to clients, including general network administration, server, laptop and desktop troubleshooting, and application software support. Initial diagnosis / repair of client issues via telephone and through remote connections, or escalation to senior resources. The ITeam strives to solve most support calls on first contact so our NOC staff are more skilled than most of our competitors. Respond to technical related emails, telephone calls and voicemail Review/Track/manage alerts from our remote network monitoring service Dispatching of technical resources to client sites, with associated priority setting, problem tracking and client follow-up Logistics / Parts Ordering for service calls

Requirements:

Post secondary degree or diploma with an Information Technology focus or equivalent experience Certification from one or more major equipment or software vendors Ability to communicate and organize information Ability to thrive in a fast-paced demanding environment 4 or more years of related and progressive experience Knowledge of remote support architecture Strong IT background or general knowledge Resolve problems using logical thought processes, technical acumen, electronic tools, manuals and technical support documentation. Ability to multi-task and flexibility to take on varied responsibilities Demonstrated customer service skills Excellent telephone etiquette Excellent time-management and organizational skills Well developed ability to track and manage details Able to work independently with little or no supervision Exercise good judgment to proactively and independently solve problems and make decisions Impeccable verbal and written English Commitment to effective and appropriate communication at all levels Have a valid driver's license and a vehicle that can transport computer equipment Be able to lift 20KG's on your own Great customer service skills and attitude
We are seeking Calgary-area candidates for this position. International and inter-provincial transfers will not be sponsored. We are looking for career-oriented professionals, who are seeking good growth opportunities. This person will be a high output, team player that can work independently in their own position, and will contribute to the growth, energy and culture of The ITeam. Someone with experience working for an MSP is preferred.

Job Type: Full-time

Pay: $60,000.00-$65,000.00 per year

Additional pay:

Bonus pay
Benefits:

Disability insurance Extended health care Life insurance
Schedule:

8 hour shift On call
Work Location: In person