Technical Support Agent jobs

Overview
We are seeking a dedicated IT Support Specialist to join our technology team in the Level 2 (Intermediate) role.

The ideal candidate will possess strong problem-solving skills, excellent communication abilities (especially under pressure, and dealing with stressed people that don't know what is going on), and a solid understanding of various operating systems and networking concepts. It is crucial the candidate knows what they're sure of, and can obtain the requisite information, or ask, when not completely certain.

This position offers an opportunity to work in a dynamic environment supporting a wide range of hardware and software systems across multiple platforms, including Windows, macOS, and Linux; workstations and servers, on-premise and cloud.

The job is entirely on-site as a rule; exact hours are negotiable but regularly cover standard work day hours, with occasional evening/weekend work as scheduled and agreed in advance. Often there will be trips to client offices, pickups and drop offs at various places in the CRD. Own vehicle is a requirement, and a stipend will be paid for your use of it during working hours. From time to time, after a proven track record of at least one year, there may be remote working opportunities for a small portion of the work week, as approved by management.

Duties

• Provide technical support for desktop and laptop computers, peripherals, and network devices
• Setup and maintain computer hardware and network components including smart/managed switches, and experience with VLANs, VPNs, and firewalls
• Troubleshoot hardware and software issues on Windows (some macOS, and Linux experience is an asset), document centres/copiers, proprietary equipment and related software
• Assist users with real-time software troubleshooting, including Microsoft Office applications and customized or industry specific applications
• Operate using the company approved tools and applications, stay within approved systems and platforms
• Support help desk operations by responding promptly to user inquiries via phone, email, or ticketing systems
• Maintain clear documentation of issues and resolutions to improve support processes
• Other tasks and duties as required

Qualifications, Skills

• Proven experience in IT support or desktop support roles, at least 2 years in a technical support capacity, as a primary job function
• Can assist a remote client through a task without seeing the device (eg. setup MFA and email on a mobile phone)
• Strong knowledge of computer networking concepts including VLAN, VPN, firewall configuration, and operating systems management, repair, and maintenance
• Familiarity with Windows environments, and Microsoft Office Suite, common software applications including web browsers
• Experience with ticketing systems for issue tracking and resolution management
• Ability to troubleshoot software issues related to various applications and operating systems
• Knowledge of computer hardware components and troubleshooting techniques
• Excellent communication skills with the ability to explain technical issues clearly to non-technical users
• Customer service-oriented mindset with a proactive approach to problem-solving
• Certifications such as CompTIA A+, Network+, or relevant vendor-specific certifications are a bonus, and may be required to obtain during employment with employer assistance
• Familiarity using Wordpress and other web technologies, including social media

Personality, Aptitudes

• Personal interest in IT and computers
• Work under pressure
• Be productive without supervision
• Ability to prioritize within bounds
• Ability to meet deadlines without rushing or procrastinating
• Fully read and follow documentation, attention to detail
• Keep a clean workspace, always leave client work sites impeccable
• Business casual dress
• Professional attitude, courteous
• Ability to lift and carry 20lbs
• Strict adherence to the confidentiality of all information encountered
• Commitment to upholding the highest ethical standards
• Fluent in English, clear and easy to understand on phone calls
• Valid Class 5 drivers license in Canada
• Criminal record check required

This role is ideal for individuals passionate about technology and technical projects, who thrive in unstructured environments; some days may be busy, others may be opportunities to catch up on larger projects, or learn about new pertinent areas.

Flexible benefits package, to be created with the successful candidate after six months.

Only successful candidates will be contacted.

Job Types: Full-time, Part-time

Pay: $31.00-$37.00 per hour

Benefits:

• On-site parking
• Wellness program

Experience:

• technical support: 2 years (required)

Language:

• English (required)

Licence/Certification:

• Class 5 Licence (required)

Location:

• Victoria, BC (required)

Work Location: In person