Service Technician L - Vancouver, Canada - VC3

VC3

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Service Technician l is responsible for providing technical assistance to clients.

They are also responsible for responding to client inquiries, running diagnostic programs, identifying problems, and implementing solutions with a defined scope of support.

Culture is an integral part of working at VC3.

Our company DNA represent the most important values, the ones we live by:

"Passionately Curious" is about challenging the status quo, continual improvement and constantly learning. "Go Beyond" is about showing that we care through positively impacting others through our interactions, properly communicating expectations and executing them consistently. "Serve as One" is a belief that together we are greater than the sum of our individuals, and that teamwork is essential to success. "Own It" is about having the courage to do what's right, resolve to take responsibility and grit to cross the finish line. Our Core Focus - "Developing Growth-Minded People" - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.

Performance Deliverables:
Each employee's performance is tracked through both leading and lagging key performance metrics:

Resolution Time: Average time per ticket to achieve resolution.
AMPR: Average time per resolution

Utilization 80%

Survey Scores: Your average survey score throughout the quarter

Work with and troubleshoot issues with Active Directory, Exchange and O365
Assist users with password resets and account unlocks
Complete user account creations, workstation user profile setup and terminations
Run and pull workstation reports from our remote management tool
VPN/Remote access set up and troubleshooting
Perform best effort file recovery, and escalate to Network Operations Centre where necessary
Changing folder structure and NTFS/share permissions
Troubleshooting offline file sync issues
Troubleshooting DNS issues for domain joined workstations (onsite and remote)
Mapping network drives
Basic server troubleshooting and reboots
Backing up and wiping old unused workstations
Troubleshooting workstation performance issues
Repairing corrupted system files
Updating Windows/Drivers/Applications
Adjusting phone systems, call forwarding, updating extensions. Troubleshooting, best effort support on personal/home network and device issues
Troubleshooting issues on Windows and macOS. Troubleshooting hardware issues (monitors, keyboards, mice)
Mobile Device Management
Run diagnostic programs to resolve computer problems. Server & Network device management. (Connectivity issues & New user setup)
Followup with clients to assure issue resolution
Escalate out of scope issues to the appropriate elevated team.
Maintain accurate and real time up to date timesheets. Maintain and manage your service tickets and overall service board
Attend monthly training & team meetings as required. Participate in the oncall rotation (1 week every 34 months)

Skills Knowledge and Expertise

At least 1year practical experience in a technical support position or recent technical education experience in a postsecondary environment.
At least 1year demonstrated experience managing & working with the following technologies:o Windows 7, 8, & 10o Microsoft Office Suite (2010 & Newer)o Windows Server 2008 R2, 2012 R2, 2016 Active Directory DHCP DNS Terminal Services Microsoft Exchange 2007, 2010, 2013 Office 365

Why Work at VC3?

Be part of a strong culture. We foster an open, entrepreneurial culture that fuels your enthusiasm, promotes your personal growth, and celebrates achievement.

Take advantage of growth opportunities. We're a market leader in IT services with over 28 years of experience. You'll work shoulder to shoulder with the best and brightest, leveling up your skills.

Find purpose and AIM higher. Feel pride in the work that you do and the people you serve. We help the municipal, business, and insurance industries solve problems and achieve more with reliable, secure, and powerful technology solutions.