On-Site IT Support Technician - Calgary, Canada - Sure Systems

    Sure Systems
    Sure Systems Calgary, Canada

    2 weeks ago

    Default job background
    Technology / Internet
    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