Job Description

Note: We are not engaging external recruitment agencies or third-party services, as the recruitment of this position is being managed internally. Thank you.

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. One Team- Together, we are unstoppable. Driven to Succeed- Competent and confident in everything we do. Make it Happen - We Take Ownership and get it done Kaizen - Dedicated to continuous improvement. We Fing 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, 4 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, 1 year with Sirkit:

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

Service Technician, 1 year with Sirkit:

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

vCIO, 6 months 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, the Service Specialist an escalation path for Service Analysts and other junior technicians. Service Technicians work as a member of the service team in a fast-paced environment to ensure that clients' needs are met promptly and professionally. The service team focuses on providing exceptional customer care and solving client issues promptly and courteously. Specialists are involved in various activities, including advanced incidents, change requests, and security response. As the Specialist, you are the final escalation step in our service process and should be able to solve almost all issues without assistance. Additionally, Specialists take a large role in advising the other technicians at SIRKit and helping SIRKit build our technical standards. Most tasks are performed from the office using remote tools, but on-site work at client offices inside and outside of Edmonton is required on occasion and in times of emergency.

Job Duties and Responsibilities

Client Contact and Problem Identification

Maintain a healthy ticket queue and communicate with clients to ensure their 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 or prevent rework Cooperate with other teams on high-level incidents Consult with the client and users to clarify expectations, identify actual or potential issues, and determine possible solutions to meet the client's needs Work with other departments as needed to discuss the specifics of a request, the work involved, resources required and estimated cost to implement the proposed solution

Client Assistance/Problem Resolution

Receive escalations from technicians and resolve client issues Ability to find a solution to any issue and able to work through any change while providing timely communication to the client Assist other teams with high-level incidents and consulting Perform troubleshooting, diagnosis, and maintenance on a variety of standard and advanced systems Implement and document small changes that do not require the project team Maintain a healthy 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 Prioritize work appropriately based upon urgency, importance, the time required, etc. Build SOPs and documentation to support the implemented solutions Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices Add, remove, configure, deploy, and support servers, networking equipment, and other infrastructure Build advanced client quotes for infrastructure-related equipment or software Install, configure, and support client-server software for a variety of platforms Provide remote and on-site assistance for new and existing equipment Diagnose hardware and software issues on a variety of systems Perform advanced network and internet troubleshooting Support and mentor other technicians Partake in and assist other technicians with after-hours on-call duties Complete client maintenance procedures and follow-up tasks promptly Follow best practices and implement supportable solutions

General Administration and Other Duties

Consistently model and promote SIRKit's Core Values and Mission Identify training opportunities and deliver them to teammates Keep client documentation up to date Communicate appropriately and effectively with coworkers, including providing and accepting feedback Keep your time-sheet up to date by entering time?continuously?in real-time Submit time-sheets and expenses on or before the required due dates. Propose and implement continuous improvement initiatives Assist with the planning, design, and implementation of SOPs and policies Adhere to SOPs (Standard Operating Procedures) and corporate policies to ensure consistency and maintain SIRKit's overall levels of security Maintain a clean personal workspace and contribute to shared office tasks Document 'tribal knowledge', where possible

Qualifications/Experience

5-7 years of experience providing technical support to business customers 5-7 years of experience supporting desktop and server hardware, including their components, assembly, and troubleshooting 5-7 years of experience supporting Windows operating systems, specifically Server 2012 and newer, Windows 7, 8 and 10, as well as standard productivity suites like Microsoft Office 5-7 years of networking fundamentals experience, including IPV4, DHCP, DNS, VLAN, and Routing 3-5 years of experience supporting Active-Directory (E.g. Group-Policies, OUs, Security, Users, Groups, Sites & Services, DNS, Powershell, etc.) 3-5 years of infrastructure experience including High-Availability, Virtualization, SAN Storage, Advanced Networking (Layer-3 Routing, etc.) and Security Advanced Windows Server experience, ConnectWise or similar ticketing system experience and Homelab experience would be considered assets A combination of education and relevant work experience considered instead of the above requirements

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' need Ability to handle difficult situations with VIPs professionally
Job Types: Full-time, Permanent

Pay: $73,000.00-$100,000.00 per year

Additional pay:

Bonus pay
Benefits:

Company events Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off Profit sharing RRSP match Wellness program Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in Edmonton, AB