Company Description
CAUSMX Technologies, a small and growing MSP and Cloud IT Services business.. Our dynamic team of IT professionals is committed to customer service and delivering forward-thinking solutions to ensure the technology supporting your business operates seamlessly. We are focused on meeting the needs of our clients with innovative and effective IT services.
Role Description
This is a full-time on-site role for an IT Support Technician (Level 1), located in Calgary, AB. The IT Support Technician will be responsible for providing technical support for desktop computers, troubleshooting hardware and software issues and providing printer support. This role involves daily interaction with clients to resolve technical issues promptly and efficiently.
Qualifications
- Ability to manage multiple tasks and assignments and prioritize accordingly.
- Experience in providing Technical Support and Troubleshooting over the phone and in person.
- Proficiency in Desktop Computers, Printer Support, Windows operating systems, Microsoft Office, and common end-user applications. Basic understanding of networking concepts and hardware.
- Proven analytical skills and problem-solving ability.
- Excellent interpersonal and communication skills with the ability to interact with different levels and types of users.
- Ability to work well under pressure and in a fast-paced environment
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Solutions Associate) are a plus
- 2-4 years of experience in a technical support role, preferably in an MSP environment.
- Experience with Sophos, Autotask, Citrix, Cisco Meraki technologies a plus.
- High school diploma or equivalent; further education or certification preferred
Key Responsibilities
Support Queue Management
- Ticket Handling: Monitor and manage the support queue, ensuring timely response and resolution of tickets.
- Prioritization: Prioritize tickets based on urgency and impact on client operations.
- Escalation: Escalate complex issues to higher-level support or specialized teams as needed.
Technical Support
- First in line to answer support queue calls, create ticket, and triage accordingly.
- Phone and Email Support: Provide technical support to clients via phone, email, and remote access tools.
- Troubleshooting: Diagnose and resolve hardware, software, and network issues.
- Documentation: Create tickets and document all support activities, including troubleshooting steps and resolutions, in the ticketing system.
Onboarding and Offboarding
- User Setup: Setup of new users, including account creation, hardware configuration, and software installation.
- Offboarding: Ensure proper deactivation of user accounts and retrieval of company assets when employees leave.
Hardware and Software Management
- Installation and Configuration: Install and configure hardware and software for clients, ensuring compatibility and optimal performance.
- Asset Management: Maintain accurate records of client hardware and software assets.
Network Support
- Basic Network Troubleshooting: Assist with troubleshooting network connectivity issues, including wired and wireless networks.
Security Administration
- User Access Management: Manage user access and permissions in accordance with company policies.
- Security Best Practices: Implement and enforce security best practices to protect client data and systems.
Customer Service
- Client Communication: Maintain clear and professional communication with clients, providing updates on ticket status and resolution.
- Customer Satisfaction: Strive to exceed client expectations and ensure a high level of customer satisfaction.
Continuous Improvement
- Training and Development: Participate in ongoing training and development to stay current with industry trends and technologies.
- Process Improvement: Identify opportunities for process improvements and contribute to the development of best practices.
Job Types: Full-time, Permanent
Pay: $45,000.00-$55,000.00 per year
Benefits:
- Company events
- Extended health care
- Mileage reimbursement
Ability to commute/relocate:
- Calgary, AB T2X 3V1: reliably commute or plan to relocate before starting work (required)
Experience:
- Technical support: 2 years (required)
- Microsoft 365 Administration: 2 years (required)
- Onsite Support: 2 years (required)
- Remote Support: 2 years (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
