IT Service Technician I

VC3, Inc.; Canada; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading company in managed services is seeking an IT Service Technician I to provide technical assistance to clients. The role involves troubleshooting various IT issues, supporting end-users, and ensuring consistent customer satisfaction. Ideal candidates will have technical support experience and knowledge of Windows environments. Join a collaborative team focused on growth and development, with opportunities for career advancement.

Benefits

Comprehensive Benefits

401K/RRSP Matching

Qualifications

• At least 1 year of technical support or customer service experience.
• Understanding of Windows OS, Microsoft Office, and Active Directory.

Responsibilities

• Provide end-user support via phone, email, and webchat.
• Troubleshooting issues with Active Directory, Exchange, and O365.
• Managing user accounts and workstation profiles.

Skills

Technical Support

Customer Service

Windows OS

Microsoft Office

Active Directory

Education

Recent Technical Education

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. With nearly 30 years of expertise, we deliver tailored managed services and cybersecurity solutions to our clients.

Your Growth

We prioritize development and offer opportunities for career advancement. Our environment emphasizes hands-on experiences and formal programs that support continuous learning to propel your career forward.

Key Responsibilities

• Follow “The VC3 Way” standards and processes to ensure consistent customer results.
• Provide end-user support via phone, email, & webchat.
• Triaging inbound service requests and determining appropriate resolutions.
• Using an ITIL-based triage model for categorization.
• Fulfilling IMAC (Installs, Moves, Adds, Changes).
• Troubleshooting issues with Active Directory, Exchange, and O365.
• Assisting with password resets, account unlocks, and email updates.
• Managing user accounts and workstation profiles.
• Running reports and investigating email security issues.
• Troubleshooting applications, VPN, printers, DNS, and offline file sync issues.
• Basic server troubleshooting, workstation maintenance, and hardware issues.
• Supporting mobile devices and remote access.
• Follow-up with clients and escalating issues as needed.

Additional Responsibilities

• Maintaining accurate documentation and creating user guides.
• Managing service tickets and participating in team meetings and on-call rotations.

Skills, Knowledge, and Expertise

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

Additional Information

• Minimal travel expected.
• Background checks and CJIS compliance required.
• Comprehensive benefits and 401K/RRSP matching offered.

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