IT Technician- Tier 1

Koala Tech; Abbotsford; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

PHSP health plan

Birthday day off

Two weeks vacation in first year, then

Job summary

Koala Technology Ltd. in Abbotsford is seeking a Tier 1 IT Technician to be the first point of contact for clients, providing technical support and assisting with system implementation. You will work full-time in-person at our Abbotsford office, servicing clients in the Fraser Valley.

We offer real opportunities to work on more advanced systems, contribute to larger projects, and grow within a small company that prefers promoting internally for higher-level roles.

Qualifications

• Diploma or degree in computing or demonstrable equivalent ability.
• Around 1 year of experience in a related role or demonstrable equivalent ability (homelab).
• Excellent problem-solving skills.
• Growth mindset and eagerness to learn.
• Ability to explain technical situations to clients in plain English and share relevant factors and consequences.

Responsibilities

• Provide top-tier customer service to clients and manage tickets from first contact to resolution.
• Assist with implementing and configuring IT systems and networks.
• Document support activities and maintain accurate records.
• Work autonomously on Tier 1 level tasks and escalate when appropriate.
• Support Abbotsford-based clients in the Fraser Valley in person at the office.

Skills

Customer service orientation

Troubleshooting

Documentation

Plain English communication

Autonomy

Education

Diploma or degree in computing

Tools

ScreenConnect

SSH

RDP

Splashtop

VNC

Acronis

Cove

Altaro

Backblaze

Hyper-V

Proxmox

Google Workspace

PowerShell

Bash

Debian/Ubuntu

Job description

As a Tier 1 IT Technician you will be the first point of contact for our clients — providing technical support, assisting with system implementation, and escalating responsibly. You will be expected to work autonomously on tier-1 level tasks.

• Providing top-tier customer service to clients.
• Taking tickets from first contact through to resolution, and knowing when to escape.
• Assisting with implementing and configuring IT systems and networks.
• Documenting support activities and maintaining accurate records.
• Role is full-time in-person in Abbotsford office servicing clients in the Fraser Valley.

Because we are a small company, you won’t be relegated to just phone-answering and password resets. There are real opportunities to work on more advanced systems, assist on larger projects, and expand your capabilities and knowledge. We are growing and we prefer to hire internally for higher-level roles.

Compensation

• Compensation: $40-60k depending on abilities, experience, and fulfillment of the rest of this job description.
• We want to be forthright about what that range means:
  • $40k would be someone keen and green with no credentials, and with demonstrable hobby or home-lab experience.
    This would be an opportunity to get into the industry.
  • $60k is for a credentialed IT Technician with solid MSP experience, great communication and documentation, that clients look forward to seeing, and who can be deployed to work autonomously on day 2 with most of the things listed below.
• PHSP health plan to be allocated as you see fit
• Day off for your birthday
• Two weeks vacation in first year, three weeks vacation in second year, four weeks vacation in fifth year
• Mileage for vehicle use

Working Here

We are a growing Managed Service Provider that also offers AI and Automation consulting. We have clients in the Fraser Valley for break-fix IT as well as Managed Services.

Here’s what people have to say about working for us:

"Working for Derek has been an incredibly enriching experience, and I am grateful for the opportunity to have him as a manager and mentor. Derek’s leadership style is both inspiring and supportive, providing the perfect balance for professional growth. Under his guidance, I’ve not only gained valuable skills but also the confidence to excel in my role. Derek goes above and beyond to ensure that his team has the necessary resources to succeed, fostering an environment where innovation and achievement thrive. I feel fortunate to have had the chance to work with Derek and am confident in his exceptional abilities to lead and drive growth."

Experience

To be successful in this role, you should have:

• A diploma or degree in computing or demonstrable equivalent ability
• Around 1 year of experience in a related role or demonstrable equivalent ability (show me your homelab)
• Excellent problem-solving skills
• Eagerness to learn and solve challenges with a growth mindset
• Ability to explain technical situations to clients in plain English, and share the relevant factors and consequences so they can make informed decisions
• Strong rapport with clients
• A reliable and presentable vehicle and a license to drive it (mileage is reimbursed)
• Ability to lift 50 lbs
• Ability to pass a criminal record check
  • If you can’t, but your record is non-violent and you’re transparent and honest, let us know
• Professional written and oral English fluency

We are genuinely open to someone keen and green. If your experience is a home lab, a pile of secondhand hardware, and a habit of fixing things for everyone you know — apply. Tell us what you have built and what you have broken.

Skills & Technologies

The more of these technologies and systems you’re proficient with, the better. You will have opportunities to learn the systems you aren’t already familiar with.

• Windows and Mac workstations
• Remote connection tools such as Screenconnect, SSH, RDP, Splashtop, VNC
• Printers and scanners including scan-to-email, scan-to-cloud
• Cybersecurity protections including EDR, DNS Filtering, etc.
• Storage systems such as Synology, QNAP
• Email technologies including SMTP, SPF, DKIM, DMARC, Encryption
• Google Workspace
• Backup solutions such as Acronis, Cove, Altaro, Backblaze
• Terminating RJ45 keystones & ends, wiring patch panels, tracing and labeling wires
• Virtualization technologies such as Hyper-V and Proxmox but not ESXi (R.I.P.)
• CLI usage of CMD, PowerShell, or bash
• Retro Encabulators such as the one made by Rockwell
• Networking ecosystems including Fortinet, Unifi, pfSense, OPNSense
• Networking protocols and systems such as TCP/UDP, IP, DNS, DHCP, VPN, ZTNA, SSL, RFC2549, etc.
• Sledgehammers for enthusiastic decommissioning of particularly frustrating printers
• Connecting to Windows Server and basic administration of Active Directory, Group Policy, File Services, Remote Desktop, Printer Server, etc.
• Linux servers including CLI interfaces. Mostly, we use Debian or Ubuntu

Capabilities

The more of these things you can do, the better:

• Troubleshoot most workstation technical issues
• Troubleshoot some single-site network issues
• Install Windows 11 without using a Microsoft account
• Troubleshoot some server technical issues
• Use AI responsibly – accelerating your own productivity without accelerating mistakes and risks.
• Produce good documentation both for internal use and for clients
• Build and test a PC from scratch. Even better if you can build a server too. More RGB, more better.
• Help with some campus or multi-site network issues
• Help with some distributed or cluster server issues
• Rap the full theme song to the Fresh Prince of Bel-Air
• Help set up a new basic business network with wiring, device connectivity, thoughtful IP addressing, 365, and security
• Help prevent and respond to viruses, ransomware, and other cybersecurity breaches
• Help migrate businesses from Google Workspace to Office 365 or vice versa
• Help integrate, configure, and provision SAAS and line-of-business apps for clients
• Help configure and manage hypervisors and related networking
• Hit an HP Laserjet from 50 yards with a medieval trebuchet
• Use existing PowerShell or bash scripts to automate tasks or process data.
• Explain technical options to clients in a way that empowers them to make an informed decision for their business
• Use backup and disaster recovery solutions. Write Disaster Recovery Plans

Related job titles: systems administrator, sysadmin, systems engineer, network engineer, IT engineer, IT support, IT Helpdesk, BOFH, IT Technician,

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