Field Services Technician - Toronto, Canada - Jolera Inc.

Jolera Inc.

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
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We've helped transform hundreds of MSPs & solution providers worldwide With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients.

At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

Who You Are
In this role, you'll be interacting with our clients and users at various locations across GTA and surrounding areas.

While supporting the Service Delivery Team, you will provide remote service assistance using various web-based remote support tools when necessary.

While servicing the Field Services Team, you will be interacting with city end users located at the client's office location.

At times, travel will be required (up to 15-20%).

While at our clients' offices, you'll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, peripherals, networking equipment, and servers.

You will also configure devices, manage inventory, update documentation, and provide superior customer care to "wow" our clients.

What You Will Do
You'll have hands-on experience working with Windows 7/8/10/11, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. You will also have experience with troubleshooting/repairing workstations as well as deploying networking equipment and servers.

Responsibilities:

Workstation setups, installing, configuring hardware and software, and replacing firewalls and storage devices as needed
Troubleshoot technical/networking issues, diagnosing and resolving faults and errors
Performs IMAC (Install, Move, Add, and Change)
Documentation creating for new processes and reviewing current documentation to ensure info on file is accurate and current
Network printer setup, configuration, installation of hardware and software
Responsible for the use of the ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes and time entries for each ticket.
Identify and escalate production critical issues to the appropriate groups in a timely manner
Provide advice and technical guidance to end users and technical resources as the situation warrants.
Comply with internal controls and policies.
Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff
Perform data backup and recovery at a user level, as required.

Qualifications

Relevant Degree/Diploma or equivalent industry certificates from hardware (CompTIA A+) to networking (CompTIA Network+, Cisco or other) a must
35 years experience in a technical field services role required
Experience in customer service and help desk environment recommended.
A vehicle and a valid driver's license are required
Ability to speak to customers to quickly get to the root of the issue and provide timely feedback to the client
Handson experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
Strong knowledge of all Endpoint OS
Windows Operating Systems, OS X, iOS
Proven problemsolving and analytical skills while onsite and working under pressure
Excellent attention to detail, goaloriented, and actionfocused.
Ability to document processes accurately and accept feedback.
Strong ability to work within a team environment and ability to work independently
Strong verbal and written communication skills with peers, clients, and other vendors
Ability to make sound judgment calls and escalate to senior resources when needed
Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Experience with using Endpoint management solutions such as Intune/Autopilot as well as current Anti-Virus solutions
Reliable access to personal transportation is a requirement.