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Technical Support Tier 2/3 - technical support

City: Vancouver
Date: 11 Oct 2018
Category: Technical Support

Innovation Networks Inc. is seeking to add to our Service team with highly skilled and knowledgeable Tier 2/3 Technicians. We as a Managed Services Provider provide IT solutions, and other managed services to our clients.

The Tier 2 Technician is responsible for server, application and virtual support related to onboarding and ongoing technical maintenance and trouble-shooting support to our clients. This is an expert level of customer support for Managed IT Services. As a member of the team you need to have an expert understanding of the hardware, software and systems that the client has on site. Responsibilities will range from support, install, and troubleshooting of hardware, software, cloud technology, server infrastructure, domain hosting, visualization software, migrations, wireless access points, and Microsoft Server configuration and troubleshooting, AD, and MS licensing.

• Consistently display superior customer service skills and telephone etiquette
• Must have excellent verbal and written communication skills
• Strong interpersonal skills with a polished and professional manner
• The ability to deal with all levels of management
• Excellent organizational skills with motivation, self-direction, and good time management skills
• The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and, excellent attention to detail.
• Provide excellent customer service to the end user
• MUST have a vehicle in good running condition

• Aids with support to all support teams
• Responds to the clients with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs or physically onsite to the client organization.
• Support back up technology such as Datto, StorageCraft etc.
• Move clients onto a cloud-based systems
• Provide server infrastructure: build networks, set up of DNS, DHCP, domain hosting, and visualization software (Hyper V and VMWare)
• Implement office 365 migrations
• Set up wireless access points
• Active Directory user management (user accounts, security groups, distribution lists, passwords)
• Asset management (inventory, repairs, configuring new machines)
• Troubleshooting and maintenance of IT hardware (iOS devices and Windows)
• Tracking time and submitting time sheets for work completed through ConnectWise.
• Visit client sites when required, to discover issue solution or complete issue resolution.
• Uses and adds to a knowledge base center for client calls in Connectwise and IT Glue
• Uses advanced level logic and knowledge to solve complex system and network problems
• Willing to gain certification on products; software and hardware systems.
• Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
• Responsible for providing technical trouble shooting skill sets while ensuring proper computer and telephone operation so that end users can accomplish business tasks
• This includes receiving, prioritizing, documenting, and actively resolving end user help and service requests. Incident resolution may involve the use of diagnostic applications
• Respond to support escalation, Incident Management tools, as well as remote control tools. Provide Move, Add, Change requests statuses.

• MCSE and CCNA certifications or combination of related experience and certifications.
• 2-3 plus years of experience working in the IT field
• Strong knowledge of customer service
• Knowledge of back up technology and cloud technology
• Able to provide technical solutions to 80% of calls while user is on the line
• Strong understanding of server infrastructure
• Hyper V and VMWare knowledge
• Experience implementing migrations
• Microsoft licensing experience a plus
• Understanding of deployment software, a plus: Microsoft WDS, MDT
• Advanced level knowledge of networking and operating language
• Must possess advanced level analytical, communication and technology skills
• Documentation of client work for invoicing and communication to team in IT Glue
• Must maintain confidentiality of information, and be very dependable
• Must be a self-motivated individual with a willingness to work well with others on a regular basis
• A willingness to work flexible hours when required to meet client deadlines, with most work being within regular office hours 0830am to 5pm PST.

• Experience with SOPHOS
• Experience with Cisco IOS, Cisco Meraki, or Cisco Meraki certified.
• Experience with VDI, virtualization technologies, and cloud hosting.
• Experience with SolarWinds RMM tools (Nable).
• Experience in Citrix environments is advantageous.
• Understanding of DNS, especially as related to web and mail service

Required Languages:
• Fluent in English, both spoken and written
• If you are also fluent in French, spoken and written we consider it a bonus for you and us!

We are only reviewing applicants that live in the Lower Mainland area currently.
We would like to thank all the candidates for spending time to apply for this position.

Upon successful screening of your resume, only qualified candidates will be notified regarding interviews.
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