Provide support for customers and internal staff in resolving technical issues
Communicate effectively with customers and internal staff ensuring an exceptional customer and co-worker experience
Demonstrate excellent self-management skills by managing loose-ends and task follow-through
Perform timely administration using concise technical writing techniques that provide the customer and internal staff with professional documentation
Work with senior staff for advanced-level projects, break-fix and work order implementations
Remote, in-house and onsite work orders for workstations, printers, servers and connectivity equipment
On-site assistant for project implementation
Preventative maintenance for workstations, servers and printers
Break-fix RMM deployment
Cloud services deployment
Administration for workstations, servers, printers and network connectivity equipment
Routing and connectivity equipment implementation and repair
Workstation in-house preparation
Ticket self-management and additional request follow-through
Exceptional administration, documentation and communications
Escalation for lower tiers
Exceptional work ethic to ensure problem has been resolved and client is fully satisfied
Perform post-resolution follow-ups with end-user and team members as required
After-hours rotation
Team support for after hours

A University level Computer Science degree, or a College level Computer Systems Technology diploma, plus a minimum of 2-3 years field experience
CCNA strongly preferred
Strong English written and verbal communication skills required
Knowledge of the implementation, maintenance and troubleshooting of the following processes: VPN, routers, firewalls, switches, wireless, MS Server, SAN, MS Exchange, Terminal Services, MS Active Directory, virtualization, fault tolerance, disaster recovery and data backup
Take pride in tasks, earn respect through actions, go beyond job expectations, and lifelong learners.

Competitive wages and benefits
RRSP matching
Mileage reimbursement or use of company vehicle for off-site service work
Convenient location near Lauzon and EC Row, on the Lauzon 10 bus route
Open, collaborative office environment, next to the outdoor trail along Little River, perfect for breaking up your day with some exercise and fresh air
Discounts on personal computer purchases
Onsite ping pong & bike desk
Weekly indoor soccer and outdoor skating for employees and families
Numerous networking, community, and social events
Opportunities for continuous learning, company subsidized training, mentoring, and internal growth

IT System – Escalations Technician

Key skills