Job Title: Support Specialist

Language: Fluent in French/English

Years’ Experience: 4+ years

Reports To: Support Manager

Location: Vancouver, BC

Role Summary:

Your middle name is troubleshooter, you love problem solving and helping clients resolve their issues. You will be based out of our downtown Vancouver office, working in a collaborative team environment. You possess great communication skills and have a passion for exceptional client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience.

Role Duties and Responsibilities:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of backup, disaster recovery, and business continuity solutions
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, etc
  • Support services for virtualization technologies: VMware, and Microsoft
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, and Terminal Services
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Maintain client documentation
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge/Skills/Requirements:

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as communication over the phone and in-person, active listening and client-care
  • Ability to diagnose technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • ITIL knowledge/experience would be considered an asset

If you’re interested in this position, please submit your cover letter and resume to [email protected]