Tier 1 / Tier 2 I.T. Technician
KooL-IP Solutions Corp is a fast-growing BC based company that provides expertise in IT solutions comprised of cloud services, best in class hardware, software, security, and data protection. We are currently looking for a full-time Tier 1 / Tier 2 Support Specialist to join our team in the Sunshine Coast location. The right candidate must live on the Sunshine Coast or is willing to move to the Sunshine Coast.
Responsibilities:
- Respond to tickets in accordance with SLA guidelines
- Ensure documentation is accurate and record updates as appropriate
- Record, track, and document the help desk request problem solving process, including actions taken through to the final resolution
- Understand the Microsoft cloud
- Install and configure hardware and software
- Respond in timely manner to requests and issues
- Troubleshoot and repair/replace equipment as needed
- Ability to work in Active Directory
- Test new technology
- Create documentation for staff for training purposes
- Resolve Tier 2 support tickets
- Identify and document new client opportunities
Experience Requirements (must have):
- Experience with Installing, configuring, administering and troubleshooting a wide range of desktop hardware and software
- Microsoft Exchange, Microsoft 365, and other emailing apps
- Installing, configuring, administering and troubleshooting Microsoft Windows Server including Active Directory
- Using Microsoft Office Suite and Office 365
- Remote Control/Assist Software
- Troubleshooting printers, scanner and various other peripherals
- Troubleshooting and supporting mobile devices iPhone, iPad, and Android
- Networking and Firewalls
- High attention to detail, organized and self-motivated
Preferred Knowledge of:
- Microsoft/CompTIA certifications would be an asset
- Experience with Remote Monitoring and Management tools
- Prior experience with a Managed Services Provider (MSP)
- Experience with ticketing systems
Qualifications for this Role:
- 5+ years of IT experience in a technician role
- Excellent client communication skills
- Strong documentation skills
- Demonstrate the ability to work in a high-pressure environment
- Ability to work overtime when needed
- Ability to travel to client sites when required
- Ability to work in a collaborative team environment
- Aptitude to learn new technology and software quickly
The right candidate is motivated and able to manage their time efficiently and effectively when working on their own remotely and is presentable, charismatic and has strong communication skills when working with non-technical clients.