Job Description

Note: Sirkit will not be engaging external recruitment agencies or other outside resources to fill this position.

Organization Summary:

Sirkit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work's efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

We expect all our employees to live our values:

Security First

- Protecting you; above everything else.

Stronger Together

- Shared Challenges, Shared Success

Own the Outcome

- Do everything you can to achieve excellence

Kaizen

- Dedicated to continuous improvement.

We F

in' Care - Passionate service that demonstrates commitment to our team, clients, and business partners.

What's great about Sirkit?

Sirkit provides an inclusive environment of like-minded technology professionals working towards a common goal. We put service ahead of sales, as our company was built by and is still run by technicians; our leadership team is entirely composed of former technicians. We pride ourselves on hiring the best, compensating fairly, and having fun on the job. We don't compromise on technology or security and always ensure we provide the best solutions. We hire and train before we grow, so we're not playing catch up. We embody the Kaizen mindset, and we're always willing to do the work to improve and solve issues.

Additionally, we provide the following great benefits to our team:

Hybrid in office/work from home working schedule Three weeks of vacation starting and four weeks after three years Six personal days per year Quarterly profit-sharing bonuses RRSP Matching program Full medical and dental benefits Free lunch every Friday Friday Happy Hour 1.5x paid overtime Open pay bands, accountability, and growth options Paid training and certifications Fun social events Leave 2 hours early before long weekends to beat the traffic

Don't take our word for it; here's some feedback from our team:

Compliance Analyst, 5 years with Sirkit:

Sirkit is very open to feedback. Everyone's opinions matter and if there's a process that can be improved, we don't get caught up in months of discussions and approvals from higher-ups. We can go from an idea in an L10 meeting one week to having it fully implemented the next week.

Service Dispatcher, 2 years with Sirkit:

Sirkit Management cares about their employees. Sirkit created a fun, inclusive work environment for all to grow and learn in.

Service Technician, 3 years with Sirkit:

Coffee trips and lunches bought for the office along with the social events

vCIO, 1 Year with Sirkit:

What's great about Sirkit? - What's not great about Sirkit! How everyone cares about providing solution-based services and not break-fix. How the culture is very supportive and close "family". Everyone is out to help each other, and we all work towards a common goal.

Practicum Student:

"As a student, working at Sirkit has been an incredible introduction into the IT industry! I strongly feel like the effort I put in is reciprocated by everyone here! The culture is great, and everyone is eager to share their experiences. I don't think there's a better place to spend a summer while in between school."

Job Summary

Reporting to the Service Delivery Manager, Bench/Field Technicians ensure that clients new workstations and on-site issues are resolved. The position is heavily involved in dealing with end-user requests and incidents. The position is also focused on delivering customer care through the service desk. Service Technicians work as part of a team in a fast-paced environment and will ensure that clients' needs are met promptly and professionally. Most tasks are performed from the Sirkit office using remote tools. On-site work at client offices inside and outside of Edmonton is required.

Job Duties and Responsibilities

Client Contact and Problem Identification

Maintain a healthy ticket queue and communicate with clients to ensure the issue or request is thoroughly understood and prioritized effectively Assess the issue or request presented by the client, identify actual or potential causes, and assist with remediation Create tickets based on calls, emails, alerts, and proactive discovery Identify trends to mitigate potential widespread issues and prevent rework Escalate issues appropriately

Computer Provisioning and Onsite Work

Prioritize work appropriately based upon urgency, importance, time required, etc. Install, configure, and support desktop software for a variety of systems Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices Provide remote and on-site assistance to setup new equipment Diagnose hardware and software issues on a variety of systems Perform basic network and internet troubleshooting Support and assist Level-2 and Level-3 technicians with tickets and projects Complete client maintenance procedures and follow-up tasks in a timely manner Assist with securely recycling and destroying equipment Maintain a strong level of communication with clients and colleagues to ensure everyone is kept up to date on the progress of a ticket or project, even when progress is slow or not ideal Perform post-work follow-ups to ensure issues were completely resolved Follow best practices and implement supportable solutions Work on-site with remote resources to ensure incidents are resolved smoothly Deploy and troubleshoot a variety of hardware at client sites

General Administration and Other Duties

Consistently model and promote Sirkit's Core Values and Mission. Keep client documentation up to date Communicate appropriately and effectively with coworkers, including providing and accepting feedback Keep your timesheet up to date by entering time continuously in real-time Submit timesheets and expenses on or before the required due dates Coordinate queue coverage for lunch, breaks and on-site visits with the team Propose and implement continuous improvement initiatives Assist with the planning, design, and implementation of Standard Operating Procedures (SOPs) and policies Adhere to SOPs and corporate policies to ensure consistency and security Maintain a clean personal workspace and contribute to shared office tasks Ensure the tech room and bench are kept clean and presentable Document 'tribal knowledge', where possible

Skills/Abilities

Comprehensive verbal, listening and written communication skills and the ability to continually develop and enhance soft skills to communicate effectively with clients and staff Ability to engage others in a friendly and professional manner Ability to convey technical concepts and terms to clients in a non-technical, clear, concise, and easily understandable manner and be able to explain complex issues in simple terms Problem solving and critical thinking skills to analyze issues, identify solutions and resolve problems utilizing best practices and options Organizational and time management skills to provide timely support to clients waiting for a resolution to their problem Ability to effectively use Microsoft Office and other Sirkit software applications Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environment Ability to deal with stressful situations while remaining calm and composed Ability to continually develop and expand a technical skillset Flexibility to work with unique line-of-business applications specific to the clients' needs

Qualifications/Experience

1-3 years of experience providing technical support to business customers 1-3 years of experience supporting desktop hardware, specifically components, assembly, and troubleshooting 1-3 years of experience supporting Windows operating systems, specifically Windows 7, 8 and 10, as well as common productivity suites like Microsoft Office 1-3 years of networking fundamentals experience including: IPV4, DHCP, and DNS Windows Server, server hardware, ConnectWise or similar ticketing system experience and Homelab experience would be considered assets A combination of education and relevant work experience considered in lieu of the above requirements
Job Type: Full-time

Pay: $50,000.00-$70,000.00 per year

Benefits:

Casual dress Company events Dental care Disability insurance Discounted or free food Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Vision care Work from home
Education:

Secondary School (preferred)
Experience:

Help desk: 2 years (required)
Language:

English (required)
Licence/Certification:

Alberta Driver's License (required)
Work Location: Hybrid remote in Edmonton, AB