Level 1 Support Desk Technician

Powergroup Resources; Vancouver; Remote; CAD 55,000 - 65,000; Full time

Job summary

A leading tech support firm is seeking a Level 1 Support Desk Technician to provide first-level support for various technology systems. Responsibilities include IT support, client communication, and troubleshooting both remotely and at client sites. Candidates should have relevant technical experience and a degree in computer science. A valid driver's license is required. This position offers a salary range of $55,000 - $65,000 based on experience with additional benefits.

Benefits

Health, vision, and dental benefits

Performance based incentives

Full on the job training & support

Qualifications

• 3-5+ years of Technical Support/MSP or related help desk experience.
• Advanced understanding of operating systems and network systems.
• Valid Class 5 driver's license with reliable transportation required.

Responsibilities

• Provide IT Support for technical issues involving core business applications.
• Commute to clients for troubleshooting and periodic meetings.
• Monitor remote management system alerts and respond through service tickets.

Skills

Customer-care skills

Diagnostic skills

Interpersonal skills

Technical awareness

Education

Degree/Diploma in computer science or related field

Tools

ConnectWise

Job description

Position Overview

Level 1 Support Desk Technician to join Fusion Computing Limited. Fusion’s Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor specific hardware and software.

If you're passionate about technology, have a knack for solving complex technical challenges, and want to grow your career with hands-on experience, this role is for you!

Seeking applicants residing within a 25 km radius of downtown Vancouver, BC to ensure prompt service to our clients.

Who we are

Fusion Computing Limited is a leading Managed Security Services and outsourced IT Operations provider servicing the GTHA since 2012 and most recently the Vancouver, BC area. Fusion focuses on ownership and management of Cyber-Security, IT Strategy, Business Continuity, and Support through the business technology stack.

What we offer

• Salary - $55,000 - $65,000 based on experience, regional rates and qualifications.
• Location: Remote - Work from Home with commute to clients for troubleshooting and periodic meetings.
• Laptop, monitor, etc., cell phone, mileage provided.
• Health, vision, dental, and wellness program benefits included.
• Performance based incentives.
• Full on the job training & support.
• Incredible working environment and culture
• Great opportunity for advancement.

What we need from you

To perform this job successfully, an individual must be able to perform each essential duty adequately. The requirements listed below represent the knowledge, skill, and/or ability required.

• Degree/Diploma, preferably in computer science or a related field, or related experience
• 3-5+ years of Technical Support/MSP or related help desk experience
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnostic skills for technical issues
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide services
• Valid Class 5 driver’s license with reliable transportation required

What you will do

Basic Functions

• IT Support relating to technical issues involving core business applications and operating systems
• Support of disaster recovery solutions
• Commute to clients for troubleshooting and periodic meetings
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
• System documentation maintenance and review in ConnectWise
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages

Additional duties and responsibilities

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with Senior MSP technicians to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require engineer level support
• Responsible for entering time and expenses in ConnectWise as they occur
• Understand Fusion processes by completing assigned training materials and blueprints
• Enter all work as service tickets in ConnectWise