What the opportunity entails:

  • Act as first point of contact for all IT support requests sent to us by our terrific clients
  • Take full ownership and accountability of these requests from beginning to completion
  • Provide top notch customer service via phone and email
  • Work together with a great team to tackle challenging problems and hit common goals each day
  • Help maintain, or facilitate the maintenance of our clients computer systems, software applications, telephony, mobile devices and network infrastructure through a number of top tier support tools

A typical day might include the following:

  • Assisting an accountant having difficulties opening their finance application
  • Investigating critical low disk space ticket from our monitoring system and identifying options and recommendations to discuss with a client
  • Assisting a new user at a client by configuring a new computer and ensuring they are 100% ready to go
  • Helping another team member with a particularly tricky problem that you may have some previous experience with
  • Sit with one of our Account Managers to review ticket trending for an upcoming business review
  • Work with our professional services team on assisting with a new project deployment
  • Help a worried CEO troubleshoot his VPN connection before his big corporate presentation

You have:

  • Strong communication and customer service skills
  • An eagerness to master new technologies
  • The motivation to learn and constantly improve processes and tools
  • A logical brain and a keen sense for problem solving
  • Very good writing and grammar skills
  • The ability to explain complicated things simply
  • A knack for solving problems.  You love taking on difficult challenges and finding creative solutions
  • Ability to multi-task and prioritize on a daily basis
  • Experience with administration of Microsoft Windows Server 2008 and/or 2012 domain environments
  • Good working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Post-secondary education in a computer science related discipline or equivalent experience

You might also have:

  • Previous experience working in a Managed Services support environment
  • Previous experience in a client-facing, technical support/consulting role
  • Experience working with any of the following:
  • Windows Server 2008/2008R2/2012
  • Microsoft Exchange 2010/2013, Microsoft SQL 2008/2012/2014
  • Office365 Implementation, migration and administration experience