On-Site IT Support Technician - Calgary, Canada - Sure Systems
Description
Job Description:
The Field Technician is responsible for onsite service and support needs for our customers. This relates to all
technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions:
• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual
environments built on Citrix, Microsoft, and VMware.
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and
security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• System documentation to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of
impending changes, or agreed outages.
Additional Duties and Responsibilities:
• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service issues that cannot be completed within agreed service levels.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes,
agreed outages, etc.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Work through a daily schedule in ConnectWise that has been established through the dispatch
• process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the
ConnectWise University.
• Enter all work as service tickets in ConnectWise.
• Review IT publications and online materials to remain up-to-date with current and future technologies
emerging in the industry