Systems Engineer

Applytojobs; Vancouver; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Casual dress

Downtown office

Team learning seminars

Work-from-home days

Job summary

Cloud Collective in Vancouver is seeking a Tier 2 IT Support Specialist to deliver end-user and systems support while acting as a trusted advisor to managed IT clients. You will uphold our high technical standards and focus on white-glove service to improve client ROI.

We offer a flexible work style with work-from-home days when not on-site, an office downtown, regular team learning seminars, and opportunities to grow technical expertise in Windows, Office 365, Azure AD, Intune, VPN, and network

Qualifications

• Experience in customer service is preferred.
• Minimum technical diploma or certificate in a relevant field.
• Excellent communicator who can translate complex concepts to non-technical terms.

Responsibilities

• Create and manage Service Requests and Incidents via a ticketing system.
• Answer inbound service calls and minimize abandoned calls.
• Escalate to Tier 1 team as needed.
• Write IT technical documentation for internal and customer use.
• Perform advanced troubleshooting for Windows apps, OS, and server roles.
• Support Microsoft 365, Azure AD, and Intune.
• Assist with backup, disaster recovery, and business continuity.
• Troubleshoot VPN and Remote Desktop Services.
• Configure and image computers; manage network connectivity.

Skills

Customer service

Communication

People skills

Tinkering

Education

Technical diploma or certificate

Tools

PowerShell

Mac experience

Windows Server

Job description

Cloud Collective is a fast-growing Vancouver-based managed services provider that puts today's most pressing cloud infrastructure challenges at the heart of its brand. We turn the best cloud and server technologies into trusted solutions for small and medium-sized businesses. We're a small and tight-knit team serving clients in a wide variety of verticals such as legal, manufacturing and non-profits. With our rapid growth trajectory, we need someone to help us continue delivering on a high standard of site reliability while fostering strong customer relationships.

Benefits

As a Tier 2 IT support specialist, you’ll provide end-user and systems support to our managed IT clients and act as a trusted advisor to them. Your goal is to be fanatical about delivering white glove customer service while upholding our high technical standards. Your success will be measured by the client's return on their investment in us. Helping them protect their systems while simultaneously developing your personal technical skills to become a foremost expert in our field.

At Cloud Collective, we ask a lot of our employees which is why we give so much in return. In addition to your competitive salary, we’ll shower you with perks, including –

• Dress: Wear anything you like to the office and be as comfortable at work as you are in your own living room. All that we ask is that for client meetings and on-sites you dress to their standards, leave the bear paw slippers and bathrobe at the office.
• Location: We allow work from home on days there are no on sites. Our office is also in a central location downtown (Dunsmuir and Georgia)
• Team Events: We have regular team events (remote / COVID friendly) and weekly team learning seminars to nerd out over new tech and features.

Requirements

Not everyone can be a Tier 2 IT Support Specialist. To be seriously considered for this role, please have the following in regard to:

• Experience -Customer service experience is preferred
• Education -Minimum technical diploma or certificate in a relevant field
• Skills -You must be an excellent communicator, someone who can turn complex concepts into simple non-technical lingo.
• Characteristics -We’re looking for someone that is a people person, able to get along with clients and has the patience to walk non-technical users through technical concepts. You must also be a tinkerer, unafraid of voiding the warranty to take something apart and build it again.
• Drivers License -A valid driver's license is mandatory. If you don't have a car we cover the costs of sharing programs.

Responsibilities

• Creating and managing Service Requests and Incidents through a ticketing system
• Answering inbound service calls and ensuring minimal abandoned calls
• Be an escalation point to support our Tier 1 team
• Writing IT technical documentation (how-to and troubleshooting guides for both internal and customer use)
• On-call rotation for emergent situations, we provide competitive compensation for on-call time and rotations.
• Advanced troubleshooting and administration of Windows-based applications, operating systems (Desktop and Server) and Server Roles (AD DS, DNS, Print Server, File Server)
• Advanced troubleshooting and administration of Microsoft Office 365, Azure AD and Intune
• Support of backup, disaster recovery, and business continuity solutions
• Support for VPN and Remote Desktop Services
• Computer imaging/build-outs
• Multi-function printer and scanner troubleshooting
• WiFi and wired network connectivity troubleshooting
• User account management (adding/removing users)
• Powershell experience preferred
• Mac experience preferred