Level 3 Technician - Yellowknife

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About SIRKit

SIRKit is a Managed Service Provider (MSP) established in 2007. We continually work to deliver an experience for our clients that rivals an internal IT department, at a fraction of the cost.

With offices in Edmonton, Kelowna, and Yellowknife and clients across North America, we are looking to grow our business over the coming years and become a national leader of Managed Services. Our mission is to build relationships with, be accountable to, and protect our partners with exceptional technology solutions.

We deliver efficient service by focusing on documented, repeatable processes and automation. The efficiency of our work allows us to deliver great value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing and engaged experience, and every person on our team is responsible for maintaining that experience.

What type of people work for us?

Experience and education are important, but first and foremost we are looking for cultural fit. We work as a team and want to ensure candidates share our values. Our team is highly motivated and doesn’t settle for “OK” solutions, we want the best!

We have processes and procedures for the team to follow but we expect everyone to think critically and challenge the status quo when it’s not applicable or no longer makes sense. We hire great talent and expect them to be part of SIRKit’s growth. SIRKit wants to be part of our team’s growth too, and we have made coaching and training part of our culture.

What does an average day look like on SIRKit’s Level 3 team?

This full-time opportunity in our South-Edmonton office will have you join our Level 3 team. In this role you will be an escalation path for our entire team. This means more than simply taking the escalation, our goal is to build up our team and develop great technicians. The scope of work includes advanced end-user incidents, project planning, deployment and management. Further our Level 3 team works with customers at a business-level and must be able to design solutions that benefit our customers’ businesses. The majority of our work is completed remotely but on-site work does happen from time to time.

This position reports to our GM of Operations & Sales and provides technical support to our clients across Canada and the US. The average work week is 40 hours Monday to Friday with variable start times. Overtime and travel within Canada are occasionally required by this position. Level 3 technicians are part of an on-call rotation supporting clients after-hours.

Non-Technical Responsibilities:

  • Ready to start your work on time
  • Coordinate coverage for lunch, breaks and onsite visits with the team
  • Track time continuously
  • Submit timesheets and expenses weekly
  • Available to work outside of business hours, as required
  • Maintain a clean personal workspace and contribute to shared office tasks
  • Take escalations and deliver relevant training and support for our Level 1 team
  • Accountable for mistakes made at SIRKit, ensure they are promptly resolved
  • Look for and implement changes to prevent future mistakes
  • Deliver feedback to coworkers and graciously accept feedback
  • Communicate effectively with clients and coworkers, of varying personalities
  • Remain calm and collected when faced with challenges. 

Technical Responsibilities:

  • Follow best practices and implement supportable solutions 
  • Create tickets based on Calls, Emails, Alerts and proactive discovery
  • Maintain personal queue health 
  • Prioritize work appropriately
  • Support and assist technicians with other tickets/projects 
  • Complete client maintenance tickets and follow-up tasks in a timely manner
  • Keep client documentation up to date 
  • Document 'tribal knowledge', where possible
  • Share undocumentable 'tribal knowledge' with the entire team 

Candidate Requirements

  • 5+ years of experience providing technical support to business customers
  • Exceptional verbal and written English communication skills. SIRKit staff must be able to explain complex issues to our clients in simple terms
  • Experience with Windows Server include Active Directory, Sites and Services
  • Experience managing virtual machines with either ESXi or HyperV
  • Advanced understanding of networking: IPV4, DHCP, DNS, Routing
  • Flexibility to work with unique line-of-business applications specific to our clients’ needs
  • Excellent time management skills and the ability to complete continuous time-entry

Candidate Assets

  • ConnectWise Manage/Automate experience
  • Scripting experience
  • Industry certifications
  • Homelab experience

Compensation and Benefits

  • SIRKit’s Level 3 Technicians earn $68,000-$100,000
  • Staff earn two weeks vacation in the first year and three weeks vacation thereafter
  • Staff are afforded five (5) personal/sick days per year
  • Group benefits including health, dental and vision
  • We host monthly training sessions and provide other professional development opportunities, including video-based training
  • Multi-monitor setups, gigabit internet
  • SIRKit hosts an annual client appreciation event with staff

If you’re interested in joining SIRKit’s team, we invite you to apply for this role by sending a cover letter and resume to Careers@SIRKit.pro.

No phone calls or drop-in applications, please.

SIRKit is an equal opportunity employer. Creativity, innovation, diversity and inclusion are cornerstones of our success.

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