Technical Support Specialist

 Place One Systems
 Canada, Burnaby, British Columbia
 3 weeks, 4 days ago
<p><span style="color: black;">When you work long enough in IT, you start to realize that just about anything can happen. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">Problems with the network? Sometimes it’s just glitches in the software. Other times it’s BBQ sauce in the router.</span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">If you love troubleshooting, and aren’t afraid to get your hands sticky, we’ve got an opportunity for you. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">We’re </span><a href="https://www.placeone.net/" target="_blank"><u>Place One Systems</u></a><span style="color: black;">, and we provide a range of IT services for small businesses across the Metro Vancouver area. We specialize in computer and data management, security and compliance for organizations that have strict regulations for client information. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">Whether we’re working for law firms or doctor’s offices, every one of our clients receives the same level of excellent customer service that sets us apart from our competitors. No gimmicks, no catches, just experience and professionalism. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">In fact, we’ve been so successful lately that we’re looking to expand our capabilities, and help even more clients with all of their IT and data management needs. </span></p><p><strong style="color: black;"> </strong></p><p><strong style="color: black;">That’s where you come in</strong></p><p><span style="color: black;"> </span></p><p><span style="color: black;">As our new </span><strong style="color: black;">Technical Support Specialist</strong><span style="color: black;">, your role will be to provide outstanding IT service for a range of client issues. Whether you’re at the office talking someone through their network settings or on-site looking at things close-up, you’ll bring technical expertise and a friendly, can-do attitude to every job. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">Sometimes the fixes will be easy, and all you’ll need is a strong knowledge of Windows-based systems, data management, and networking to guide someone through their problem. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">Other times, you’ll need to go a bit deeper, and solve issues relating to server configuration, hardware troubleshooting, or application issues. </span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">We’re looking for someone who has both the technical expertise to deal with challenging computer issues and the customer service skills that will make them an ambassador for our business.</span></p><p><span style="color: black;"> </span></p><p><span style="color: black;">You’ll be perfect for this role if you’re great at:</span></p><p><span style="color: black;"> </span></p><ul><li><strong style="color: black;">Communication</strong><span style="color: black;"> – you are great with people and can speak with a wide range of clients with varying technical familiarity. </span></li><li><strong style="color: black;">Problem solving </strong><span style="color: black;">– you don’t give up on tough problems and even when you don’t know exactly how to fix something, you use all available resources to figure it out. </span></li><li><strong style="color: black;">Learning</strong><span style="color: black;"> – you are always looking to pick up new skills and knowledge, and expand your capabilities to be an even greater asset to our team. </span></li></ul><p><span style="color: black;"> </span></p><p><strong>Working @ Place One Systems </strong></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;"> </span></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;">This is a full-time, permanent position, with hours from Monday to Friday, 8:30am to 5:30pm. You’ll receive a competitive compensation package, commensurate with your skills and experience. We service clients round-the-clock, so on-call hours will be required and we provide a company cell phone.</span></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;"> </span></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;">We’re a small, growth-minded group, so you’ll be making a big impact from day one. What people love most about working here is the challenging, but fun and friendly work environment: We’re always ready to help each other out and do what we can to make sure everyone has the tools they need to succeed. </span></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;"> </span></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;">That’s why you’ll be given plenty of opportunities to learn and grow in your role: we want you to be the very best you can be. You will thrive here if you are a determined and adaptable leader, you enjoy taking on new responsibilities, and you always strive for excellence.</span></p><p><span style="color: rgb(0, 0, 0); background-color: transparent;"> </span></p><p><strong style="color: rgb(0, 0, 0); background-color: transparent;">Responsibilities</strong></p><p><br></p><ul><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Serve as the first point of contact for clients seeking technical assistance over the phone, email, or in person</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Perform troubleshooting through diagnostic techniques and pertinent questions</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Determine the best solution based on the issue and details provided by clients</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Walk clients through the problem-solving process so they don't feel left in the dark</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Direct unresolved issues to the next level of support personnel</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Provide accurate information on company and general IT products or services</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Record events and problems and their resolution in our ticketing system</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Follow-up and update client status and information</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Pass on any feedback or suggestions from clients to the appropriate internal team</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Identify and suggest possible improvements on procedures</span></li></ul><p><br></p><p><strong style="color: rgb(0, 0, 0); background-color: transparent;">Requirements</strong></p><p><br></p><ul><li><span style="color: rgb(0, 0, 0);">Excellent English communications skills, both verbally and written</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Proven experience as a help desk technician or other customer support role </span><span style="color: rgb(0, 0, 0);">providing Tier 1 and Tier 2 technical support</span></li><li><span style="color: rgb(0, 0, 0);">Experience working directly with clients, in person, by phone, and through email, in a technical support role</span></li><li><span style="color: rgb(0, 0, 0);">Proficiency in: Windows Server and workstations, Active Directory, networking, DNS, MS Office and Office 365, server/desktop hardware</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Tech savvy with working knowledge of office automation products, databases and remote control</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Good understanding of computer systems, mobile devices and other tech products</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Ability to diagnose and resolve basic technical issues</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Customer-oriented and cool-tempered</span></li><li><span style="color: rgb(0, 0, 0); background-color: transparent;">Post-secondary degree or diploma in IT, Computer Science or relevant field</span></li><li><span style="color: black;">Must have a driver’s license and access to a reliable vehicle</span></li></ul><p><span style="color: black;"></span></p>

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