Tech Support Professional - Bc, Lower Mainland

The Experienced Technical Support Professional position is ideal for candidates with a proven track record for supporting all levels of Information Technology. This position supports a mix of desktops, laptops, servers, printing, networking, firewalls, and related equipment. It is an opportunity for an experienced IT professional that is looking for a company to work for that will listen to them and help them grow further in their careers by supporting them with training and certifications. Whilst hard work and some long hours (not every day) are part of being an IT Professional, it is also important to have work-life balance, and that is what this position is about.

This specific posting is aimed at finding a ROCKSTAR, based in the Lower Mainland or Fraser Valley of BC, to work in our Cloverdale office, with flexibility to work some days from home after establishing themselves in the position. Communications, presentation, and confidence are key to earning our clients’ trust, so you must excel in these traits. Expected Salary is between $50K-$70K year to start.

We are looking for a generalist, and willing to train on the specific brands and technologies that we deploy, but you need to have a passion for supporting clients and have a work ethic that sets you apart from the pack. If you look at a computer setup and see a rat’s nest of cables and have a feeling that comes over you that you NEED to do something about that, then this position is right for you. Anyone can setup a computer, but only a few will do it well.

About Superion

We are a growing IT Service provider based out of Cloverdale, in Surrey BC. We provide IT support services to small and medium-sized businesses throughout Canada and the US. We believe that the key for success is to deliver an Exceptional Client Experience and achieving that starts with an Exceptional Employee Experience. We believe that our work environment should be equal parts of hard work AND fun, and a place where everyone can collaborate and support one another, with opportunities to advance. We are a family and each person on the team can have input and influence on how things are run. Your voice will always be heard here.

About The Role

Work Schedule:

• 9am – 530pm (typically), or 930am-6pm shift schedules
• 40+ Hours a week
• Monday to Friday (Typically) with flexibility to work Sunday to Thursday, or Tuesday to Saturday

Job Duties

Remote Support

• Determine escalation points for specific problems and follow instructions for alerting and escalating team members about client issues.
• Answering help desk calls and responding to help desk emails and tickets.
• Reviewing open tickets and remedy or escalate tickets as appropriate.
• Ticketing and documenting all calls, communications, and time spent in service of clients.
• Create new documentation and maintain current documentation to share new knowledge with the whole team.

Reactive Support

• Troubleshooting and remediation of hardware and software issues for workstations and mobile devices (laptops, tablets, and smartphones) including Microsoft Windows, Mac OS, Linux OS, Android OS, iOS, and other devices and operating systems as clients may require.
• Troubleshooting and remediation of network connectivity and network devices such as routers, firewalls, wireless access points, VPN appliances, mail security and various other network technologies and devices as clients may require.
• Troubleshooting and remediation of desktop and network printers.
• Troubleshooting and remediation of specialized software used by the clients such as AutoCAD, Sage Business Vision, Accpac, Citrix Clients, and various other specialized software.
• Troubleshooting and remediation of commonly deployed software such as Microsoft Office Suite, Adobe Reader, Mozilla Firefox, PDF Creator and various other commonly deployed software.

Proactive Support

• Manage Ticket, document, troubleshoot and remediate proactively detected issues and routine tasks such as:

• Perform operating system and application patches and upgrades.
• Perform system maintenance tasks such as temp file cleanup, and disk check.
• Monitor for and remove blacklisted software from client equipment.
• Create user profiles in various systems: servers, network devices, etc.
• Document procedures or configurations for supported hardware and software.
• Perform device and appliance firmware updates.
• Assisting the Projects Team with elements of design, planning, preparation, deployment, configuration, documentation, cleanup, and support of all levels of projects for both the client and the company as needed.
• Create/Add/Modify user accounts in Active Directory or other directory structures and devices as needed.

• Extraordinary time management skills.
• One of more of the following:
• Strong critical thinking ability.
• Relevant IT industry certifications.
• Post-Secondary Education (any completed college, university, or trades program).
• 2+ years in related work experience (this is not an entry level position).
• Able to follow instructions and listen effectively.
• Ability to work independently AND contribute positively to our team.
• Outstanding customer service mindset and skills.
• Exceptional communications skills (written and oral) with fluency in English.

Assets

• Previous experience with CRM, PSA, RMM.
• Class 5 driver’s license and access to a reliable vehicle.

Why You Should Apply

• Movie nights and other fun events.
• Team lunches and team dinners.
• Medical, dental and other extended benefits.
• Casual work environment.
• Investments in training and certification.
• Competitive salary.
• Employee discounts.
• Flexible hours.
• Collaborative environment.
• Flex days plus 3 weeks of vacation.

Do you have what it takes?
In your cover letter, we would like to hear why you are applying for the position, and how you feel you would be the best candidate. Please note that only applications received that include a cover letter will be considered.