Job Description

This role is focused on successfully completing technical projects and supplementing the technical support team as a point of escalation. Specific tasks primarily include performing technical work as directed, participating in project planning, completing technical project work, resolving more complicated technical support challenges and escalations, maintaining accurate logs of work performed, and collaborating with colleagues and clients. You will work and communicate well with others, think strategically, have a friendly disposition, utilize strong problem-solving capabilities, and maintain relevant technical aptitude.

This position, primarily reporting to the Technical Service Manager, will also collaborate with Stratomer's helpdesk and business teams to deliver exceptional support to the client and is expected to lead by example, responsibly maintain time entries and queues, contribute to reporting, handle escalations, assist with ad hoc projects, and contribute to team training and development. This position is important to the overall culture, vision, and values of Stratomer.

At Stratomer we strive to maintain a great culture that embraces work-life balance, recognizes hard work, creates opportunities for growth, and takes pride in our client relationships.

Responsibilities

Provide exceptional customer service and teamwork Promptly and professionally work to resolve a range of technical issues Perform technical work needed to successfully complete various technical projects Run routine maintenance on client systems, networks, backups, and software as required Resolving escalations and more complex issues requiring detailed systems and applications knowledge Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Contributing to professional team collaboration and technical mentorship of junior peers and colleagues Maintain accurate documentation of services provided, client networks, resolved issues, and client information Review all technical support related processes and documentation for continuous improvement Assist with the mentorship and coaching of support staff & colleagues when needed Collaborating professionally with other team members Assist with the implementation of processes under the direction of supervisors Identify and report support problem trends and potential root causes to prevent recurring issues Participation in Stratomer's rotating on-call system Meet the requirements of the role's Performance Metrics Continue to pursue and maintain industry recognized certifications where required Performance of other duties and tasks as may be required by your role

Personal Skills

Excellent verbal and written communication skills in English Strong interpersonal and conflict management skills Rapidly learn new technologies and calmly adapt to change Respectful team-focused individual with compassion for clients' needs Motivated self-starter with a passion for learning An organized individual with fantastic attention to detail

Role Requirements

Minimum 5 years IT Help Desk Support Experience in a multi-client environment (MSP)

Minimum 3 years troubleshooting advanced technical issues Minimum 2 years working as a project technician or equivalent role Experience migrating email and data to cloud services (E.g. 365, Azure, AWS, etc.) Understanding of commonly used business line applications (E.g. Sage, QuickBooks, etc.) A reliable vehicle & unhindered driver's license Maintain the ability to perform physical work (The job can entail working in tight spaces & lifting/carrying objects weighing up to 50lbs) Technical Experience with Microsoft Azure; Routing & Switching; Wireless Networking; Network Security; Microsoft Teams; SharePoint Online; Windows Server & Desktops; Exchange online; Backup technologies; Virtualization technologies; Hardware troubleshooting; Commercial Antivirus Products; Firewall Management; Microsoft Office; Ticketing system; Remote Management, etc.

Other Documentation & Conditions for Employment

Additional employment documents required for the successful candidate include, but are not limited to, the Employment Contract, police background check, drivers abstract, and driver's license verification.

Assets

A post-secondary degree, diploma, or certificate in relevant field

Language: French (Professional level/bilingual competency) Experience with scripting and automation tools Field technician and/or data cabling experience Advanced understanding of commonly used business line applications (E.g. Sage, QuickBooks, etc.) Professionally recognized technical certifications Managing and supporting cloud services and virtualization technologies Telecommunications and video surveillance systems experience Technical Experience with WordPress, RingCentral, Audio Systems, Video Management Systems, & POS Systems.

Compensation & Benefits

Competitive salary Compensation for participation in afterhours on-call rotation Health & dental package available Educational opportunities to increase your skill set Company supplied phone Opportunities to occasionally work from home Paid holidays
This is not intended to be complete or limiting - the role will require a proactive and flexible approach to manage tasks that support a rapid and professional service delivery environment. There will be times when the role will be required to complete tasks outside those mentioned above because this role will have the relevant skills and may have higher availability than other team members.

Contact

Please send your resume via email and tell us a little about yourself. Let us know why you would like to join our team and you think you're a great fit!

We thank you in advance for sending us your resume, however only candidates in consideration will be contacted back.

Job Type: Full-time

Pay: $59,000.00-$79,000.00 per year

Benefits:

Dental care Extended health care On-site parking Paid time off
Experience:

technical project work: 2 years (required) Escalation support in a multi-client (MSP) environment: 3 years (required)
Language:

English (required)
Willingness to travel:

75% (preferred)
Work Location: In person