Department: Canada Alpha

Employment Type: Full Time

Location: Charlottetown

Description

The Service Technician l is responsible for providing technical assistance to clients. They are also responsible for responding to client inquiries, running diagnostic programs, identifying problems, and implementing solutions with a defined scope of support.

Culture is an integral part of working at VC3. Our company DNA represent the most important values, the ones we live by:

"Passionately Curious" is about challenging the status quo, continual improvement and constantly learning.

"Go Beyond" is about showing that we care through positively impacting others through our interactions, properly communicating expectations and executing them consistently.

"Serve as One" is a belief that together we are greater than the sum of our individuals, and that teamwork is essential to success.

"Own It" is about having the courage to do what's right, resolve to take responsibility and grit to cross the finish line.

Our Core Focus - "Developing Growth-Minded People" - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.

Performance Deliverables:

Each employee's performance is tracked through both leading and lagging key performance metrics:

• Resolution Time: Average time per ticket to achieve resolution.
• AMPR: Average time per resolution
• Utilization 80%
• Survey Scores: Your average survey score throughout the quarter
  
  

| Goals | Utilization | AMPR | Survey Scores

| RSA | 80% | 0.42 | 95 %

Key Responsibilities

• Provide end user support to CVS clients via inbound phone, email, & webchat.
• Triage inbound service requests from CVS clients and determine the appropriate course of action to resolve the issue.
• Using an ITIL founded triage model to identify to categorize inbound requests and incidents.
• Fulfilling client requested Installs, Moves, Adds, and Changes (IMAC)
• Work with and troubleshoot issues with Active Directory, Exchange and O365
• Assist users with password resets and account unlocks
• Assist users with updating email information (signatures, distribution lists, contact profile)
• Complete user account creations, workstation user profile setup and terminations
• Run and pull workstation reports from our remote management tool
• Investigation of spam/phishing emails, securing compromised email accounts, malware scan/removal
• Troubleshooting of applications
• VPN/Remote access set up and troubleshooting
• Configuring/troubleshooting printers (including scan to folder, scan to email, driver issues)
• Perform best effort file recovery, and escalate to Network Operations Centre where necessary
• Changing folder structure and NTFS/share permissions
• Troubleshooting offline file sync issues
• Troubleshooting DNS issues for domain joined workstations (onsite and remote)
• Mapping network drives
• Missing/deleted email recovery
• Basic server troubleshooting and reboots
• Backing up and wiping old unused workstations
• Troubleshooting workstation performance issues
• Repairing corrupted system files
• Updating Windows/Drivers/Applications
• Best effort cell phone support (ie setup of email on mail app)
• Adjusting phone systems, call forwarding, updating extensions.
• Troubleshooting, best effort support on personal/home network and device issues
• Troubleshooting issues on Windows and macOS.
• Troubleshooting hardware issues (monitors, keyboards, mice)
• Mobile Device Management
• Run diagnostic programs to resolve computer problems.
• Server & Network device management. (Connectivity issues & New user setup)
• Follow-up with clients to assure issue resolution
• Escalate out of scope issues to the appropriate elevated team.
  
  

Additional Responsibilities:

• Maintain accurate and up to date documentation through the change management process.
• Documentation of new or previously undiscovered applications or processes.
• Create basic "How to" guides/instructions for end users
• Maintain accurate and real time up to date timesheets.
• Maintain and manage your service tickets and overall service board
• Attend monthly training & team meetings as required.
• Participate in the on-call rotation (1 week every 3-4 months)
  
  

Skills Knowledge And Expertise

• At least 1-year practical experience in a technical support position or recent technical education experience in a post-secondary environment.
• At least 1-year demonstrated experience managing & working with the following technologies:
• Windows 7, 8, & 10
• Microsoft Office Suite (2010 & Newer)
• Windows Server 2008 R2, 2012 R2, 2016
  
  

▪ Active Directory

▪ DHCP

▪ DNS

▪ Terminal Services

▪ Microsoft Exchange 2007, 2010, 2013

▪ Office 365

Why Work at VC3?

Be part of a strong culture. We foster an open, entrepreneurial culture that fuels your enthusiasm, promotes your personal growth, and celebrates achievement.

Take advantage of growth opportunities. We're a market leader in IT services with over 28 years of experience. You'll work shoulder to shoulder with the best and brightest, leveling up your skills.

Find purpose and AIM higher. Feel pride in the work that you do and the people you serve. We help the municipal, business, and insurance industries solve problems and achieve more with reliable, secure, and powerful technology solutions.