We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At the company, you’ll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients’ businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you’ll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions.
The role:
We are seeking a diligent and enthusiastic Level I / Level II technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At the company, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.
Responsibilities:
● Technical Support: Provide remote and on-site technical support to clients, troubleshooting hardware and software issues promptly and efficiently.
● System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
● Incident Management: Act as one of the first points of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs).
● Network Administration: Manage and maintain client networks, including routers, switches, firewalls, and wireless access points.
● Client Communication: Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
● Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
● Training and Mentoring: Provide guidance and training to entry level Technicians, fostering a collaborative team environment.
● Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
● Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
● Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team.
Knowledge, Skills, & Qualifications:
● Experience & Education: College diploma or university degree in the field of Computer Science and/or 2 years equivalent work experience. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are advantageous.
● Technical Proficiency: Strong knowledge of Windows and Mac operating systems, Microsoft Office 365, Active Directory. Working knowledge of virtualization technologies such as VMware and Hyper-V is advantageous.
● Remote Monitoring & Ticketing Systems: Experience with RMM tools like NinjaRMM and ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
● Networking Expertise: Intermediate understanding of networking protocols, IP addressing, DNS, DHCP, VPNs, VLANs, and Wi-Fi technologies.
● Security Knowledge: Familiarity with firewalls, antivirus solutions, and industry best practices for cybersecurity.
● Problem-Solving & Analytical Thinking: Strong analytical and troubleshooting skills with a keen attention to detail.
● Communication & Customer Service: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Preferred Additional Qualifications:
● Automation: Familiarity with scripting and automation tools (e.g., PowerShell, Bash) to streamline processes.
● Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
● Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
● Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
Benefits:
● Paid time off and holidays.
● Professional development and certification reimbursement.
● Opportunities for career advancement.
● People First Culture that prioritizes team-building gatherings.
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