SYSTEMS ADMINISTRATOR
Vancouver, BC
(50 - 55K)



You will be joining our client's experienced support team as a helpdesk technician, working closely with our clients, remotely and onsite, to resolve issues or install new systems with a hybrid of computer (PC and Mac), network and phone systems. The majority of the support in this role will be remote, but onsite visits are required occasionally to setup and migrate equipment or support systems where remote access is unavailable. A valid BC Driver’s License and vehicle is a requirement.

Our client is looking for a technician with excellent interpersonal skills, both remotely and in person, who are excited about a tight team based environment and the opportunity for ongoing growth and learning.


Essential Duties and responsibilities
  • Work in a team and communicate effectively
  • Remote and onsite support of PC and Mac based office networks
  • Installation and migration of computers, printers, networks
  • Troubleshoot server and network related issues
  • Troubleshoot PC and mobile device issues
  • Communicate with customers as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages
  • Conduct technical support in line with documented procedures; identify improvements to documentation and implement and communicate as necessary
  • Ensure fast turnaround of customer requests
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Work with monitoring software to coordinate service requests and identify and resolve issues before downtime occurs
  • Entering time and expenses in ConnectWise as they occur
  • Enter all work as service tickets into ConnectWise
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University



    • Additional Duties and Responsibilities
  • Improve customer service, perception, and satisfaction
  • Improve usage and increase productivity of IT support resources
  • Use communication channels to inform team of important issues and information which will help improve team performance



    • Knowledge, Skills and Abilities Required
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

    Must Have Skills:

  • Minimum 3 years’ experience in helpdesk/support role in mixed PC & Mac IT environments
  • Experience troubleshooting and resolving hardware, software, systems and network issues
  • Knowledge of IT systems including servers, desktops, routers, switches (and firewalls an asset )
  • Familiarity of a range of diagnostic utilities, including various Remote Management / Monitoring (RMM)applications
  • Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
  • Ability to multi-task and adapt to changes quickly
  • Interpersonal skills such as telephony skills, communication skills, active listening and customer-care
  • Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
  • Strong troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users; Ability to conduct research into a wide range of computing issues as required
  • Must be able to work well with stringent deadlines and possess good organizational skills
  • Must be detail-oriented with a strong work ethic focused on providing a positive customer experience
  • Must have CompTIA A+ and Microsoft MCP Certification



    • Nice to Have Skills

  • Service awareness of all organizations’ key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Experience with Microsoft Lync and SharePoint are an asset
  • CompTIA Network+, SEC+ or Microsoft's MCSA and MCSE are an asset




    •     

    Interested candidates please forward your resume in MS Word format, including a cover letter with bullet points that demonstrate your relevant, personal results/contributions and major accomplishments to jobs@key2resources.com.