IT Support & Build Specialist

Vinebrook Technology; Ottawa; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading company is hiring a full-time, remote IT Support & Build Specialist in Ottawa. The role involves delivering exceptional support, managing customer environments, and building end-user devices. Ideal candidates are self-starters with strong troubleshooting skills and a commitment to customer service.

Qualifications

• 1-3 years in a technical support role.
• Experience providing customer support.

Responsibilities

• Triage tickets per specified severity levels.
• Provide excellent customer service in stressful situations.
• Perform basic troubleshooting across various platforms.

Skills

Analytical Thinking

Troubleshooting

Communication

Detail Oriented

Self-motivated

Education

High School Diploma

College Degree

Tools

Apple Business Manager

JAMF

MS InTune

Active Directory

Job description

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Account Executive | Modern IT Services & Solutions

Overview: One of our customers is hiring a full-time, remote IT Support & Build Specialist in Ottawa, Canada This person will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. This role will have broad exposure across a range of end user devices, network, server, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. This support specialist will also build end user devices for the customer. The ideal candidate will be a self-starter, with an ability to learn quickly, and provide exceptional customer service.

Schedule:

• Monday - Friday
• 9am - 5:30pm EST

Qualifications:

• High school diploma required; college degree strongly preferred
• Apple Business Manager (Required)
• JAMF (Required)
• Google IT Support Professional (Preferred)
• CompTIA A+, Network+, Security+ (Preferred)
• Microsoft MTA (Preferred)
• ITIL v3 Foundation (Preferred)

Experience:

• 1-3 years in a technical support role.
• Experience providing customer support.
• Experience in 24x7x365 Managed Services preferred.
• Experience using ITSM and Monitoring tool sets.
• Experience using MS InTune or other device management software.
• Proven experience in PC assembly, device management and troubleshooting, ideally in a professional capacity.

Responsibilities:

• Triage tickets per specified severity levels.
• Refer/ escalate customer issues to the appropriate level of support, as needed.
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems.
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required.
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs).
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs.
• Distribute scheduled reports to customers as required.
• Supporting end users by diagnosing and resolving computer hardware, network, and application issues.
• Assist with cross training of other team members, as needed.
• Perform other tasks as assigned by management.

PC Builds:

• Hardware Testing: Conduct thorough testing of each PC build to ensure all components are functioning correctly, including stress testing for stability and performance.
• Software Installation: Install operating systems, drivers, and software applications on each PC, ensuring that they are up-to-date and configured properly.
• Build Room Management: Maintain clean and organized workspace to allow for optimal flow for PC builds.
• Quality Assurance: Implement and adhere to quality control standards to deliver high-quality PC builds that meet or exceed client expectations.
• Documentation: Maintain detailed records of PC builds, including components used, software configurations, and troubleshooting steps taken.
• Customer Service: Provide excellent customer service by addressing client inquiries, offering technical support, and ensuring positive overall experience.
• Inventory Management: Keep track of inventory levels for PC hardware and shipping materials, ensuring an adequate supply of parts and accessories.

Skills:

• Highly analytical thinker and troubleshooter.
• Detail oriented with excellent documentation and communication skills.
• Self-motivated, passionate about technology, with the desire to learn new things.
• Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS.
• Foundational understanding of operating systems and servers, both physical and virtual.
• Experience working with active directory to perform basic tasks, such as user creation and password resets.
• A commitment to maintaining a safe and organized work environment.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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