Tier 2 It Technician

Company Intro:

Company in Richmond, BC that specializes in Information Technology & Services such as: Managing IT services, Cloud Services, Web Services, Cyber Security, Call Center Services & Outsource Help Desk


Number of Employees:

11-50


RESPONSIBILITIES

  • Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements

  • Communicating ticket status and updates directly to clients

  • Configure and troubleshoot Windows servers

  • Support back up technology such as Datto, StorageCraft etc

  • Assisting with overall help desk tickets when time allows

  • A willingness to work flexible hours when required to meet client deadlines, with most work being within regular office hours 0830am to 5pm PST

  • Visit client sites when required, to discover issue solution or complete issue resolution

  • Consistently display superior customer service skills and telephone etiquette

  • Quickly assess and troubleshoot complex problems and devise effective solutions

  • Perform work in a high-pressure team environment

  • Incident management (logging incidents, managing workload, documenting support issues)

  • Active Directory user management (user accounts, security groups, distribution lists, passwords)

  • Asset management (inventory, repairs, configuring new machines)

  • Troubleshooting and maintenance of IT hardware (iOS devices and Windows)

  • Tracking time and submitting time sheets for work completed


QUALIFICATIONS

  • MUST have a working reliable vehicle and valid BC driver's license

  • Minimum 2-3 years of experience in IT Service and Support industry

  • At least two professionally recognized certifications (A+, Network+, Security, Microsoft, Cisco)

  • High level understanding of technical and network issues resolution, strong listening and communication skills, answers questions, and can troubleshoot and de-escalate customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution.

  • Trouble shooting experience with:

  • Intermediate knowledge of MS Office applications; Office 365 implementation, deployment and support experience an asset

  • Extensive Microsoft environment knowledge including servers, licensing, AD, & DHCP.

  • Extensive infrastructure knowledge, including networking, router/firewalls, servers, & workstations.

  • Strong verbal and written communication skills

  • Strong interpersonal skills with a polished and professional manner

  • The ability to deal with all levels of management

  • Excellent organizational skills with motivation, self-direction and good time management skills

  • The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy, and excellent attention to detail

Additional Skills or Assets

  • Experience with Cisco IOS, Cisco Meraki, or Cisco Meraki certified

  • Experience with VDI, virtualization technologies, and cloud hosting

  • Experience with SolarWinds RMM tools (Nable)

  • Experience in Citrix environments is advantageous

  • Understanding of DNS, especially as related to web and mail service