Solutions Expert Lead and Deliver Projects - Winnipeg, Canada - Broadview Networks
Description
Salary:
$71,785 - $99,350
Driving Business Outcomes with Technology
Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology.
With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support.
Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first.
As an employer, we are committed to creating a workplace that is inclusive, diverse, and equitable.Broadview Networks is a Social Purpose Innovator Company
We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.
Purpose of Position
Lead and deliver projects, provide escalated remote and on-site support for high-level technical support inquiries for a variety size of customers.
Minimum Experience
Experienced
Work Experience
- 5+ years' experience in a senior technical support role.
- 3+ years' experience in a consulting role.
- 2+ years' experience working on projects.
- Experience with a Service Ticketing Tool would be an asset.
- Experience with Microsoft Teams would be an asset.
- Experience with Microsoft 365 & SharePoint would be an asset.
Education Requirements
- A postsecondary degree in information technology, or equivalent experience.
Certification Requirements
- Microsoft MCSE, MSCA, MCITP Server Administrator, MCITP Server Enterprise
Job Role Responsibilities
- Provide mentorship to all of the Support team.
- Build positive relationships with customers.
- Monitoring and management of support ticket system to ensure timely
- Correspondence with customers, vendors, partners, and team members
- Timely management of own schedule.
- Take on escalated tickets from the Support team.
- Assist or lead project work as directed by Project Coordinator.
- Setup, configure and deploy new and existing hardware and software.
- Monitor and manage hardware and software health and identify areas of
- Analyze and deliver quarterly health reports to customers.
- Perform Disaster Recovery tests for customers as directed.
- Participate in Critical Afterhours On-Call Support rotation.
- Work with the Sales Team and our customers to provide technical presales
- Provide afterhours support and implementation to clients and their systems as
- Operate Vehicle in a safe driving manner.
- Cooperate with technical team and share information across the organization.
- Complete timely timesheets and work reports after customer service delivery.
- Comprehend customer requirements and make appropriate
- Change management of customer environments using our documentation
- Triage, escalation, and scheduling of support tickets to other specialized
- Achieve Service Delivery Quotas and Key Performance Indicators (KPI)
- Demonstrate successful use of downtime to complete selfstudy professional
- Other related duties as assigned.
Job Role Success Criteria
- Assigned Administration Key Performance Indicators (KPIs).
- Customer Satisfaction Rating KPI.
- Project Duration KPI
- Billable Target KPI
- CSAT (Customer Satisfaction) Survey Conversion KPI
- Timesheet & Absence Ratio KPIs.
- Training Schedule Completion.
- Documentation Scoring KPI.
- Direct Manager Assessment & Feedback.
- Adherence to Employment Policies.
- Adherence to Health & Safety Policies including Covid19 Vaccination Policy.
- Adherence to Office Security Policies.
- Zero days where afterhours coverage is not arranged for prescheduled oncall
Qualifications
- Demonstrable experience as a mentor.
- Proficient in Microsoft Office including Word, Excel and Outlook.
- Must have a high comfort level with engaging, educating, and sharing
- Experience leading or working on projects.
- Experience with the following technologies is an asset:
- Microsoft products including all recent versions of Microsoft Windows
Teams.
- Firewalls, NAT Policies.
- Switching & Routing
- Active Directory and Group Policy
- Remote Desktop & Client Access Technologies
- Corporate Anti-Virus
- DNS and DHCP
- Backup Technologies
- Mobile Device Management
- Hyper-V and VMWare virtualization platforms.
- SAN Architecture
- Ability to identify and diagnose technical issues in a timely fashion.
- Ability to participate in afterhours oncall rotation.
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