IT Service Technician I

VC3, Inc.; Canada; Remote; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Service Technician I to provide exceptional technical support to clients. In this role, you will be responsible for troubleshooting issues, managing service requests, and ensuring client satisfaction through effective communication. With a commitment to continuous learning and career advancement, this forward-thinking company offers a dynamic work environment that values collaboration and innovation. Join a team that prioritizes transparency and mutual success, and be part of a mission to deliver tailored managed services and cybersecurity solutions. If you are passionate about technology and customer service, this is the opportunity for you.

Benefits

Comprehensive Benefits

401K/RRSP Matching

Qualifications

• Experience in technical support or customer service is essential.
• Knowledge of Windows OS and Microsoft Office is required.

Responsibilities

• Provide end-user support via phone, email, and webchat.
• Troubleshoot issues with Active Directory, Exchange, and Office 365.
• Manage service tickets and participate in on-call rotations.

Skills

Technical Support

Customer Service

Windows OS

Microsoft Office

Office 365

Active Directory

Troubleshooting

Education

Technical Education

1+ Years Experience

Tools

Remote Management Tools

VPN

Job description

IT Service Technician I

Department: Service Delivery

Employment Type: Full Time

Location: Canada - Remote

Description

The Service Technician I is responsible for providing technical assistance to VC3 clients. They respond to client inquiries, run diagnostic programs, identify problems, and implement solutions within a defined scope of support.

Our People

Our team members are collaborative, positive, and dedicated to mutual success. Transparency is a core value, emphasizing open communication where every voice is heard and valued. Guided by our values — Passionately Curious, Own It, Go Beyond, and Serve as One — we aim to create something extraordinary together.

Our Core Focus

Our team plays a pivotal role in serving those who serve, providing technologies that make life safe and simple now and in the future. With nearly 30 years of expertise, we deliver tailored managed services and cybersecurity solutions.

Your Growth

We prioritize development and offer numerous opportunities for career advancement. Emphasizing continuous learning, VC3 provides a dynamic environment with hands-on experiences and formal development programs to propel your career forward.

Key Responsibilities

• Follow “The VC3 Way” standards and processes to ensure predictable customer results.
• Provide end-user support via phone, email, and webchat.
• Triaging inbound service requests and determining appropriate resolutions.
• Using ITIL-based triage models to categorize requests and incidents.
• Fulfilling IMAC (Installs, Moves, Adds, Changes) requests.
• Troubleshooting issues with Active Directory, Exchange, and Office 365.
• Assisting with password resets, account unlocks, and email updates.
• Creating user accounts and workstation profiles, and handling terminations.
• Running reports using remote management tools.
• Investigating spam, phishing, malware, and compromised accounts.
• Troubleshooting applications, VPN, remote access, printers, and network issues.
• Managing server and network device issues, including reboots and backups.
• Supporting hardware troubleshooting and workstation performance issues.
• Performing system updates and basic server troubleshooting.
• Providing mobile device support and configuring phone systems.
• Troubleshooting hardware, Windows, and macOS issues.
• Maintaining documentation and creating user guides.
• Managing service tickets and participating in on-call rotations.

Skills, Knowledge, and Expertise

• At least 1-year experience in technical support or customer service, or recent technical education.
• Knowledge of Windows OS (7, 8, 10, 11), Microsoft Office, Office 365.
• Understanding of Windows Server environments (2008 R2 to 2022), including Active Directory, DHCP, DNS, and Terminal Services.

Additional Information

• Minimal travel expected.
• Background checks required, including criminal and DMV checks, and CJIS compliance.
• VC3 offers comprehensive benefits and 401K/RRSP matching.

Thank you for your interest in VC3. We appreciate all applications; only selected candidates will be contacted.