Job Overview
PC Corp has been helping businesses grow and thrive by “making I.T. easy” since 1982.
Our staff are the source of PC Corp’s success! We believe in the magic of collaboration and foster an environment where employees have a say in decisions. This boosts our collective impact and, ultimately, drives our business. We have created a culture that thrives with peer bonding. The day-to-day interaction with your team makes it fun to come to work as you’re surrounded by talented people who will help you and challenge you to level up every day.
We are offering a full-time, permanent opportunity in the position of Intermediate Client Support Technician who works across a broad range of technologies and liaises across multiple areas of the client businesses.
Internal Classification: Technical Consultant - Client Support I
This is a hybrid position and candidates must be based in Edmonton, AB to be considered.
Technical Skills:
1. Develop and maintain the technical skills, knowledge and certifications required to effectively deliver the performance of a first-class Technical Consultant.
2. Participate in training provided by the organization as part of your development plan.
3. Tickets and Troubleshooting.
- Accept tickets and maintain ownership of those tickets to resolution or escalation.
- Analyze ticket issues across servers, storage, workstations/laptops, backup, LAN/WAN systems, routers, switches, firewalls, and operating systems, using a variety of approved remote management tools.
- Prioritize (triage) and resolve issues based on operational impact.
- Troubleshoot remotely where it is most effective and schedule to address at client site if required. Coordinate as needed with ServiceDesk, third-party vendors, customer contacts, or other PC Corp IT teams.
- Assign/escalate the problem, where needed, by following standard operating procedures.
4. Tracking:
- While troubleshooting, carefully track and document all issues and resolutions in relative detail, increasing the knowledge base of each our platform as well as the record of the health of the client systems.
5. Reporting:
- Maintain ongoing communication both within the team and externally; to keep all stakeholders aware of relevant, known issues and the steps being taken during the time the tickets are assigned to you.
6. Client Support Services:
- Convey information in a positive, professional, effective and clear manner in individual and group settings and situations.
- Deliver the best possible level of customer service to both internal and external clients.
- Support other technical teams as required.
- Participate in on-call rotation and after-hours support responsibilities.
- Participate in varied shift schedules which may include evening hours.
- Other duties as assigned.
Human Skills:
1. Ability to deliver to the role independently always ensuring that you take the PC Corp approach.
- We enjoy it when you seek guidance and then enjoy seeing you run with it.
- Being keen to deliver best practices is a great beginning.
2. Ability to provide great a customer service experience.
- This occurs most easily when you enjoy working with people.
3. Desire to continuously learn and improve through both work experience and training - both at work and in your personal time.
- Ongoing certifications are a must in our industry. It is our lifestyle.
- Continual curiosity and engagement are needed to stay on top of new tech.
- Staying on the cutting edge of some technologies, e.g., Microsoft 365 stack, is part of an immersive lifestyle.
4. Great communication skills both written and verbal English. Making I.T. Easy, requires this.
- Whether on the frontline or behind the scenes, there is lots of client and colleague communication.
- The ability to articulate technical information in a manner that is easy to understand by non-technical clients will make everyone’s life a lot easier.
5. Analytical thinking/problem solving.
- Having the ability to assess a situation and determine tactical steps forward with relative ease will put us all ahead that much faster.
- Having the ability to prioritize and manage multiple tasks easily will allow you to succeed in your problem solving.
6. Personal confidence in an environment where we are expected to contribute to and collaborate with multiple in-house teams.
- Engaging, sharing, and learning are key to our work.
Qualifications:
1. Minimum 4 years of technical support experience or professional training equivalent to Associate of Information Technology (2 years) plus 2 years experience.
2. Technical Expertise: Active Directory, Microsoft Exchange, Office 365, Skype for Business, Microsoft Teams, DNS, DHCP, File Servers, Group Policy, User Accounts, Windows Desktop and Server Operating Systems, Server Administration, Storage Technologies, Backup Technologies, Virtualization Technologies, Security Technologies, Network Infrastructure Monitoring, Hardware Troubleshooting, Helpdesk Expertise.
3. General Area of Practice: single user issues, workstation/laptop troubleshooting, printer issues, simple server issues, non-critical tickets, own specialization, on-site client support, projects.
4. Previous MSP experience is preferred.
Other key items necessary for the role:
- A clean and valid class 5 driver’s license.
- Participation in a weekly on-call rotation with after-hours support responsibilities.
- Clear criminal record check.
Job Types: Full-time, Permanent
Pay: $60,000.00-$64,000.00 per year
Benefits:
- Casual dress
- Commuter benefits
- Company events
- Dental care
- Paid time off
- Vision care
- Wellness program
- Work from home
Flexible language requirement:
Application question(s):
- How many years of experience do you have working for a Managed Service Provider (MSP)?
- DEAL BREAKER: To move forward in the hiring process, we kindly ask that you complete the Predictive Index Profile Assessment linked below. This assessment is quick and straightforward that will only take 3-5 minutes of your time.
Assessment Link: https://assessment.predictiveindex.com/4rS/4286696a-55d0-4695-a3af-5d9c0c6c3b72?type=candidateba
Thank you for your time and effort. We look forward to reviewing your results!
Experience:
- Technical support: 4 years (required)
Location:
- Edmonton, AB T5K 1H6 (required)
Ability to Commute:
- Edmonton, AB T5K 1H6 (required)
Work Location: Hybrid remote in Edmonton, AB T5K 1H6
