IT Support Technician - Tier 2

at  Think Communications

OVERVIEW

Looking to enjoy an exciting career with a fast paced and family comes first organization? Think Communications is a Technology Integrator with a core focus on procurement, design, implementation and on-going support of our client’s IT environment. Our slogan is “great people… great ideas” and we truly believe that this is the secret to our success. Think’s team of professionals each have on average 15+ years of industry experience and many have managed or run their own successful businesses prior to joining us. Having this first-hand experience in business gives Think the unique ability to understand the challenges that companies face when looking for business solutions.

JOB SUMMARY

Think is looking for a Tier 2 Technical Analyst to join our Managed Services team. In this role, you would resolve a wide variety of Tier 1 and 2 tickets encompassing Windows 10 desktops, various applications and hardware along with Windows Server environments, network infrastructure and Office 365.

REQUIREMENTS

• Minimum 3 years IT experience required
• Minimum 2 years Customer Service experience required
• Class 5 driver’s license with car required
• In-depth understanding of Windows Server 2012-2019, including essential services such as AD, DNS, DHCP, and network shares an asset
• Ability to manage virtual machines in HyperV and VMWare hypervisors an asset
• Vendor and Network related certificates an asset
• Available to work overtime or weekends if required

RESPONSIBILITIES

• Respond to service tickets within SLA’s
• Provide on site and remote support to end users in Vancouver and surrounding area
• Administer workstations, servers, networks and backup storage devices
• Keep track of time using timesheets
• Troubleshooting a variety of VPN clients, firewalls, wireless access points, and managed switches as well as a basic understanding of subnetting
• Install, upgrade and troubleshoot software applications
• Provide escalations where required
• Seek opportunities and provide recommendations in client environments
• Participate in weekly meetings with team
• Clear communication and documentation
• Demonstrate empathy to clients under pressure