Level 3 Technician - Edmonton

Organization Summary

SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work's efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

We expect all our employees to live our values:

· Security First – Protecting you, above everything else.

· Live Honestly – Authentic personalities and honest advice.

· Be Unique. Be Passionate. – Stand out, love technology, never stop learning, and never give up on a challenge.

· Competent Confidence – Provide appropriate solutions and stand behind our work.

· We F***ing Care – We care about our staff, clients, community, and business partners. Welcome to the family!

Job Summary

Reporting to the Service Delivery Manager, the Service Technician Level-3 is an escalation path for Level-1 and Level-2 technicians. Service Technicians work as a member of the service team in a fast-paced environment to ensure that clients' needs are met promptly and professionally. The service team focuses on providing exceptional customer care and solving client issues promptly and courteously. Level-3 Technicians are involved in various activities, including advanced incidents, change requests, and security response. As the Level-3 technician, you are the final escalation step in our service process and should be able to solve almost all issues without assistance. Additionally, Level-3 Technicians take a large role in advising the other technicians at SIRKit and helping SIRKit build our technical standards. Most tasks are performed from the office using remote tools, but on-site work at client offices inside and outside of Edmonton is required on occasion and in times of emergency.

Job Duties and Responsibilities

Client Contact and Problem Identification

· Maintain a healthy ticket queue and communicate with clients to ensure their issue or request is thoroughly understood and prioritized effectively

· Assess the issue or request presented by the client, identify actual or potential causes, and assist with remediation

· Create tickets based on calls, emails, alerts, and proactive discovery

· Identify trends to mitigate potential widespread issues or prevent rework

· Cooperate with other teams on high-level incidents

· Consult with the client and users to clarify expectations, identify actual or potential issues, and determine possible solutions to meet the client's needs

· Work with other departments as needed to discuss the specifics of a request, the work involved, resources required and estimated cost to implement the proposed solution

Client Assistance/Problem Resolution

· Receive escalations from Level-1 and Level-2 technicians and resolve client issues

· Ability to find a solution to any issue and able to work through any change while providing timely communication to the client

· Assist other teams with high-level incidents and consulting

· Perform troubleshooting, diagnosis, and maintenance on a variety of standard and advanced systems

· Implement and document small changes that do not require the project team

· Maintain a healthy level of communication with clients and colleagues to ensure everyone is kept up to date on the progress of a ticket or project, even when progress is slow or not ideal

· Prioritize work appropriately based upon urgency, importance, the time required, etc.

· Build SOPs and documentation to support the implemented solutions

· Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices

· Add, remove, configure, deploy, and support servers, networking equipment, and other infrastructure

· Build advanced client quotes for infrastructure-related equipment or software

· Install, configure, and support client-server software for a variety of platforms

· Provide remote and on-site assistance for new and existing equipment

· Diagnose hardware and software issues on a variety of systems

· Perform advanced network and internet troubleshooting

· Support and mentor Level-1 and Level-2 technicians

· Partake in and assist other Level-2 and Level-3 technicians with after-hours on-call duties

· Complete client maintenance procedures and follow-up tasks promptly

· Follow best practices and implement supportable solutions

General Administration and Other Duties

· Consistently model and promote SIRKit's Core Values and Mission

· Identify training opportunities and deliver them to Level-1 and Level-2 technicians

· Keep client documentation up to date

· Communicate appropriately and effectively with coworkers, including providing and accepting feedback

· Keep your time-sheet up to date by entering time continuously in real-time

· Submit time-sheets and expenses on or before the required due dates.

· Propose and implement continuous improvement initiatives

· Assist with the planning, design, and implementation of SOPs and policies

· Adhere to SOPs (Standard Operating Procedures) and corporate policies to ensure consistency and maintain SIRKit’s overall levels of security

· Maintain a clean personal workspace and contribute to shared office tasks

· Document 'tribal knowledge', where possible

Qualifications/Experience

· 5-7 years of experience providing technical support to business customers

· 5-7 years of experience supporting desktop and server hardware, including their components, assembly, and troubleshooting

· 5-7 years of experience supporting Windows operating systems, specifically Server 2012 and newer, Windows 7, 8 and 10, as well as standard productivity suites like Microsoft Office

· 5-7 years of networking fundamentals experience, including IPV4, DHCP, DNS, VLAN, and Routing

· 3-5 years of experience supporting Active-Directory (E.g. Group-Policies, OUs, Security, Users, Groups, Sites & Services, DNS, Powershell, etc.)

· 3-5 years of infrastructure experience including High-Availability, Virtualization, SAN Storage, Advanced Networking (Layer-3 Routing, etc.) and Security

· Advanced Windows Server experience, ConnectWise or similar ticketing system experience and Homelab experience would be considered assets

· A combination of education and relevant work experience considered instead of the above requirements

Skills/Abilities

· Comprehensive verbal, listening and written communication skills and the ability to continually develop and enhance soft skills to communicate effectively with clients and staff

· Ability to engage others in a friendly and professional manner

· Ability to convey technical concepts and terms to clients in a non-technical, clear, concise and easily understandable manner and be able to explain complex issues in simple terms

· Problem-solving and critical thinking skills to analyze issues, identify solutions and resolve problems utilizing best practices and options

· Organizational and time management skills to provide timely support to clients waiting for a resolution to their problem

· Ability to effectively use Microsoft Office and other SIRKit software applications

· Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environment

· Ability to deal with stressful situations while remaining calm and composed

· Ability to continually develop and expand a technical skillset

· Flexibility to work with unique line-of-business applications specific to the clients' need

· Ability to handle difficult situations with VIPs professionally

Job Types: Full-time, Permanent

Salary: $70,000.00-$90,000.00 per year

Benefits:

  • Casual dress
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Vision care

Schedule:

  • 8 hour shift
  • Monday to Friday
  • On call

COVID-19 considerations:
We're currently working remotely, and will continue to do so until it is safe to return to the office.

Work remotely:

  • Temporarily due to COVID-19

How to apply:

Apply here