Level 1 Support Desk Technician

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

Benefits offered by this job

Health, vision, and dental benefits

Performance-based incentives

Laptop and cell phone provided

Job summary

A managed IT services provider is seeking a Level 1 Support Desk Technician in Vancouver. This full-time role involves providing technical support for various IT issues and ensuring client satisfaction. The ideal candidate will have a background in computer science and at least 3-5 years of technical support experience. This position offers a competitive salary between $55,000 - $65,000, along with comprehensive benefits including health, dental, and wellness programs.

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.

Responsibilities

• Provide IT support related to technical issues involving core business applications.
• Support disaster recovery solutions.
• Communicate with customers about incident progress and outages.

Skills

Technical Support

Interpersonal skills

Diagnostic skills

Service awareness

Education

Degree/Diploma in Computer Science

Tools

ConnectWise

VPN

Job description

Are you a tech-savvy problem solver who thrives in dynamic environments?

Level 1 Support Desk Technician sought by Fusion Computing Limited on behalf of POWERGROUP Resources. The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This includes workstations, servers, printers, networks, and vendor-specific hardware and software.

If you're passionate about technology and want hands-on experience to grow your career, 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 the Vancouver, BC area. Fusion focuses on 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, cell phone, mileage provided.
• Health, vision, dental, and wellness program benefits included.
• Performance-based incentives.
• Full on the job training & support.
• Positive 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, including telephony, communication, active listening, and customer care.
• Diagnostic skills for technical issues.
• Technical awareness: ability to match resources to technical issues.
• Service awareness of the organization’s key services for which support is provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Valid Class 5 driver’s license with reliable transportation.

What you will do

Basic Functions:

• IT support related 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 remote monitoring and management system alerts and respond via service tickets.
• Maintain and review system documentation in ConnectWise.
• Communicate with customers: incident progress, upcoming changes, and outages.

Additional duties and responsibilities

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Work in a team and communicate effectively.
• Coordinate with Senior MSP technicians to route requests to the proper resource.
• Escalate requests requiring engineer-level support.
• Enter time and expenses in ConnectWise as they occur.
• Complete assigned training materials and blueprints to understand Fusion processes.
• Enter all work as service tickets in ConnectWise.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries: Business Consulting and Services

Note: This description focuses on the essential duties, qualifications, and benefits of the Level 1 Support Desk Technician role as described above.