BlueBird iT Solutions, A WellStar Company, is a fast-growing IT support company specializing in health care IT. We are a Growth 500 company and rapidly expanding across Canada. Our clients range from single physician offices up to hospitals, Health Care Software vendors and everything in between. For motivated individuals, our rapid growth offers the opportunity for learning, growth, and career advancement. We also offer a competitive compensation package as well as dental and medical benefits.
Summary
This is a hybrid position where you will work both in the field as a technician and at the help desk. This is a remote position, meaning that you will be working from your home when not at our clients' site.
In the field, you will provide onsite support to our clients and facilitate the assessment, installation, upgrade, repair, and troubleshooting of their IT infrastructure.
At the help desk, you are called to be part of our help desk team and provide IT support to our client requests coming in via email, phone, or our client portal.
Beyond having good technical knowledge, we are looking for team members who can communicate effectively, understand the client's problem, and explain its solution. Uncompromising client focus is what had made the company successful and is required from all our staff!
Daily responsibilities in the field:
Go on sites for break fix and onboardings
Familiar with running ethernet cables through dry walls, drop ceiling, etc.
Onsite installation of computers, access points, printers, peripherals, switches, servers, etc.
Accurately & timely logging of tasks completed onsite, problems & resolutions for assigned tickets in CRM tool
Manage client expectations when arriving on-site
Clean-up the work area once the onsite job is completed
Daily responsibilities at the help desk:
When not onsite, available for Helpdesk queue calls.
Follow the BlueBird call flow model.
Adhering to 30-minute window to triage, resolve, or escalate tickets as required.
Tickets are resolved within 48 hours within your team.
Actively monitor live communication channels used within BlueBird.
Re-assigning your tickets to helpdesk team members when going onsite
Keep yourself updated with business notifications and updates including changes to the business and technologies
Rotational shift within your team for handling after hours support calls.
Adhering to shift timing and notifying your manager if this will be affected
Work towards the performance targets driven by the organization
In absence of Field Services tasks, will serve as Help desk Analyst.
Requirements
Minimum 4 years proven working experience in IT help desk / technical support role
ITIL v3 Foundation, A+ certification, Network+, or Sec+
Education: College degree in Computer Science
Good interpersonal and communication skills are extremely important in this role
Strong documentation skills, excellent verbal and written communication
Fluent in written and spoken English
The ability to multitask and have strong organization skills
Problem resolution skills
Willing and open to learn new skills
Take ownership of responsibilities
Exemplary attendance and punctuality
Must own car
Clean driving record & valid Ontario driving license
Technical Knowledge
Strong network setup/troubleshooting skills
Understanding in Routing and Switching protocols
Connectivity troubleshooting (wired & wireless)
Ability to setup/troubleshoot firewalls, routers, switches, and modems
Experience configuring both Windows and Mac computers
Operating system support (Windows 7 through 10, Mac OS )
Printer setup and support
Experience configuring/troubleshooting servers
The following are not required but considered a plus
*Experience using Fortinet, Ubiquity firewalls/products
Note: This list is not exhaustive, and additional duties may be required to fulfill the purpose of the job
Ready to make a difference in the healthcare technology landscape? Join us at BlueBird IT Solutions Inc and help shape the future of connected care--apply today!
Job Types: Full-time, Permanent
Pay: From $24.00 per hour
Expected hours: 37 per week
Benefits:
Casual dress
Dental care
Extended health care
Vision care
Wellness program
Work from home
Experience:
Help Desk Analyst in an MSP: 2 years (required)
IT Field Technician : 2 years (required)
Licence/Certification:
Driving Licence (required)
Work Location: Remote
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