It Support Technician - Gta Area

IT Support Technician

Reporting To: Manager, IT

VetCare is a proudly Canadian-owned acquirer and operator of veterinary practices, based in Vancouver, and with passionate associates across Canada. Our commitment to care is at the heart of what we do, from guiding our talented medical and operations teams, supporting practice owners through seamless transitions, and providing the highest quality of care to patients through our community-focused practices.

Overview:

Based in the GTA, this is a 100% remote role but will require on-site presence at our local veterinary practices when needed and possible. In this role - you are responsible for maintaining and improving computer systems for VetCare and its team members. Reporting to the Manager of Information Technology, the IT Support Technician will have a customer service mindset and will be the ‘go to’ for end users across the organization. The IT Support Technician utilizes strong analytical skills, problem solving ability, systems knowledge, and exceptional communication skills to provide a positive, solutions-oriented experience to VetCare’s Practice Care Centre (PCC) and Clinic level end-users.

Responsibilities (including but not limited to)

• Assist in all technology projects to upgrade or implement newer technology, services and associated security improvements based on the business and end user needs.
• Assist with Implementing best practices for scalability, supportability, security, ease of maintenance, and systems performance.
• Maintain and use help desk and RMM solutions to resolve issues and implement required changes and updates
• Provide documentation of all processes and training as needed.
• Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarms.
• Ensure all incidents are responded to by performing root cause analysis, end user communication with resolutions including documentation and checklists.
• Manage the set-up and configuration of systems for Practice Care Centre (PCC) employees as well as Clinic level staff including remote deployment of new hardware when needed
• Provide first tier support on all incidents for both corporate and practice environments including endpoint technology, related accounts, networking infrastructure, practice applications

Position Requirements

• Experience supporting MacBooks, mobile devices including JamF is preferred
• Strong computer, hardware, software, and analytical skills including endpoint technology, networking environments, domain and other IAM knowledge, voice technology and other relevant applications
• A minimum of 3 to 5 years of experience working in an end user desktop support role with both hands on and remote support capabilities
• Hands-on execution experience with Google Workspace and supporting Windows PC Workstations is required
• Comfortable operating in a fast-growing, rapidly changing and dynamic organization with a self-governing, roll-up-your-sleeves culture, and able to work independently.
• Relevant drive licenses and vehicle to perform on-site support and project implementation
• Strong analytical, evaluation and problem-solving abilities coupled with exceptional communication skills.
• Bachelor’s degree preferred in computer science or information technology. Certifications with Google, Microsoft or ITIL would be an advantage

There is a strong preference for this person to be located in the GTA area of Ontario where VetCare manages multiple locations. However, we encourage potential candidates from across the country, who could work remotely, to apply.

If this sounds interesting, please apply with your resume and cover letter.

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