Senior IT Service Technician (Tier 2)

Smartt Inc.; Burnaby; On-site; CAD 60,000 - 100,000; Full time

Job summary

A total service provider is seeking a Senior IT Service Technician to provide comprehensive IT support and solutions to clients in Burnaby. The ideal candidate will have a strong IT background, excellent communication skills, and a commitment to client satisfaction. Responsibilities include troubleshooting, managing IT services, and mentoring junior team members. This position offers a hybrid work environment with competitive compensation.

Qualifications

• Bachelor's degree in Technology or equivalent technical education.
• 2+ years of experience in IT service.
• Valid BC driver's license required.

Responsibilities

• Provide end-user support and troubleshooting.
• Maintain and manage day to day IT client accounts.
• Centralize, automate, and optimize services.

Skills

IP Stack / IP routing & switching

In-depth knowledge of firewall and VPN setup

Excellent written and verbal communication skills

Problem solving skills

Interpersonal skills

Education

Bachelor's degree in Technology

Tools

VMware

Windows Server

Azure

AWS

Job description

Job Description

Job Description

Salary: CA$60,000 - CA$100,000 / year

Senior IT Service Technician (Tier II)

Smartt is in search of a Senior IT Service Technician to join and grow with our team. If you are an impeccable professional, love all things technology, genuinely love working with people, dont shy away from a challenge, and have a keen mind that is ready to apply your deep expertise in a variety of challenging client environments, then we want to hear from you!

Overview

The ideal Senior IT Service Technician cant wait to get their hands on a technical problem and wont let go until they have found the answer. They have technical chops that they want to deepen, are a people person who wants to WOW clients every time they provide support, and are comfortable speaking about budgets and end-user technology challenges. They believe deeply in accountability and doing what they say and want to lead more junior team members as they grow.

The successful candidate will be responsible for deploying, configuring, managing, scaling and troubleshooting corporate client IT needs, including network, hardware and software on and off-site across a variety of platforms, systems, services, tools, and technologies.

The successful candidate will have the opportunity to develop into a "T Shaped Professional" with a general IT knowledge and deepening subject matter expertise.

What will you be doing?

• Provide end-user, on-premise, edge to core to cloud, troubleshooting, support, maintenance, provisioning, and procurement of hardware / software
• Maintain and manage day to day IT, client accounts, create quotes, and deliver according to our Values and SLA's
• Centralize, automate, optimize, and scale services wherever possible and necessary and develop SOP's, MOP's, JobAids & Documentation
• Create client budget as needed and contribute to client budget in support of Account Manager (FlexHours) including coordinating with internal Smartt team
• Contribute and maintain an effective Project Backlog of recommendations that add value to the client, and upsell valuable services
• Know and recommend Smartt services, collaborate with internal / external stakeholders, and contribute to IT Strategy
• Mentor and train Junior team members and proactively hand off Senior work to Junior team members
• Recommend technical improvements to Expert / Architect team members
• Monitor and respond to emergency support request within our SLA guidelines
• Create and contribute to monthly reports and projects
• Be accountable for logging & fulfilling billable hours on a daily, weekly, monthly, and yearly basis while adhering to vendor and internal Smartt best practices.

What qualifications are we looking for?

• Bachelors degree in Technology, or post-secondary technical education
• 2+ Years experience
• Internet standards and protocols : IP Stack / IP routing & switching / VPN Config / DNS / Mail
• In-depth knowledge of firewall and VPN setup and configuration
• VMware Virtual Servers configuration, maintenance, migration
• Windows Server 2003-2019 configuration, maintenance, migration
• Azure and AWS cloud configurations, best practices and production deployments
• Unix / Linux Servers configuration, maintenance, migration
• Excellent written and verbal English communication skills with a minimum language proficiency of C1 (CEFR) / 7.0 (IELTS) or equivalent
• Well-developed interpersonal skills
• Excellent problem solving and conflict resolution skills
• Valid BC driver's license

Schedule

• 8 hour shift
• Monday to Friday (08 : 00 - 17 : 00)
• On call
• Weekend availability
• Hybrid work arrangement

Ability to commute / relocate

• Burnaby, BC V5C 6N3 : reliably commute or plan to relocate before starting work (required)
• Reliably commute to client sites on a daily / weekly basis (required)

What we give bonus marks for?

• Previous experience with an MSP, TSP or ITSM
• Programming Proficiency (C, Java, PHP, Node.js, etc.)
• Database Administration (Oracle, MySQL, MSSQL)
• Azure and AWS cloud configurations, migration, best practices and hybrid deployments
• LLM or Copilot lab or production knowledge
• Proven experience implementing ITIL across organization
• Proven IT Service Management experience for environments with 50+ employees

About Us

Smartt is a total service provider and the single point of accountability for all things Digital. We combine Thinking, Talent, and Technology to help client break barriers and orbit higher.

We combine expertise in branding, web development, digital marketing, and IT Services to deliver measurable results for our clients. Our team members are cross-functional, technically proficient, and success-oriented professionals that create digital solutions that scale.