IT Support Technician

Job Description

Job Description

Are you looking for a position that offers growth and security, and the opportunity to own your role? A company with a terrific reputation that does interesting and exciting work?   We’re Velocity Solutions () , and you can stop looking. We’re a managed IT services company that helps keep small, medium, and enterprise businesses running with optimal efficiency and performance. Our work is varied, challenging, and integral to our customers success.   Now, thanks to our growth, we need a new IT Support Technician help us continue our upwards trajectory. If you’re excited to work in a position with autonomy and responsibility at a growing, dynamic company, we want to hear from you.   IT Support Technician   As our new IT Support Technician, you will provide day-to-day installation, configuration, and support of business systems and applications, networks, and equipment. Working with clients both in person or over the phone, you will provide high-quality customer service and consultative advice to ensure that our clients always feel confident in the integrity of their IT infrastructure.   Specifically, some of your responsibilities will include :

• Provide first response to users and respond to questions about functionality of existing business applications or network equipment.
• Diagnose and troubleshoot routine problems and general IT related infrastructure issues, determining root cause and resolving problems to prevent reoccurrence
• Escalate support requests to appropriate team resources, as required
• Utilize expertise of technical members and the labor / support services / support / help desk technicians to analyze and implement support project-based work.
• Monitor application availability, licensing, etc.
• Monitor and administer defined system performance, capacity and / or security protocols and identify issues, according to defined parameters.
• Clearly document all client interactions and troubleshooting steps daily, opening / closing tickets in a timely manner.
• Assist with the deployment of customer projects and documentation.
• Setup / Install / Configure computer hardware, networking, software, operating system software and line of business applications.
• De-escalate conflict and manage sensitive customer situations, when necessary, while recognizing when issues should be escalated to a supervisor.
• Become familiar with specific client infrastructures to act as either primary or secondary resource for support / project related work.
• Assist senior technical teams with design, deployment and support related tasks for specific client environments.     In addition to coming equipped with Level 1 helpdesk experience, the best person for this role will also be :
• Customer Focused – the success of your clients is paramount, and you derive tremendous satisfaction from solving an issue or implementing a new solution that will help our customers do better business.
• Detailed – you know that excellent problem-solving in IT means knowing how every piece of every system is interacting to achieve amazing results.
• Patient – you understand the frustration that comes when things don’t work the way you expect. You show empathy through great listening, build trust with customers, and solve their problems, even when they’re in crisis.
• Positive – you bring energy into the room by being courteous, helpful and by providing excellent solutions.   You’re also responsive and adaptive, able to thrive in a dynamic environment with multiple competing priorities. You have strong problem-solving capabilities, and love digging into root causes to find a solution. You’re also highly intelligent and competent, which lets you to build trusting relationships with everyone you interact with.   If the opportunity to work with a diversity of technology and infrastructures sounds exciting, and you’re looking for an environment where you will be able to quickly ramp up your knowledge and grow and advance a diverse set of IT skills with a supportive team, this is the role for you.   Working @ Velocity Solutions This is a full-time permanent position, working a mix of virtually / remotely, and occasionally on client sites as needed (typically 1-2 times per week). Office hours are 8 : 30am to 5 : 30pm (with overlapping shifts), with occasional project dependent overtime and on-call responsibilities.   We offer a competitive total compensation package, commensurate with experience, that includes profit sharing, benefits, company matched RRSP contributions (5%), vacation, education coverage for related certifications and travel reimbursement for client site visits.   We have tight-knit atmosphere where everyone is passionate about working hard to contribute to the success of the company. There are no attitudes or egos here – we all succeed when the company succeeds.   Qualifications
• Experience providing Level 1 helpdesk support (experience in a managed IT services support environment, would be an asset)
• General experience with troubleshooting, deploying, and supporting IT infrastructures including Desktops / Laptops, Printers / Scanners, and common line of business applications (Outlook, Word, Excel, MS Teams, Adobe, AV etc.).
• Solid understanding and knowledge of Help-Desk ticketing systems
• Experience installing, managing, and troubleshooting network infrastructures
• Familiarity with the configuration and maintenance of firewalls and network switches, combined with experience in supporting and troubleshooting of firewalls, network switches, servers and storage infrastructures.
• Public cloud infrastructure experience (Microsoft 365 deployments, migrations and management)
• Window Server, Microsoft Exchange and Active directory experience
• Familiarity with virtualization technologies
• Experience providing call center remote support in addition to onsite help-desk services
• IP phone management experience would be an asset
• Valid driver’s license and regular access to a reliable vehicle
• Post- secondary education with a focus on Computer Science, Technology, or a related field   How to Apply   Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you'll receive an email inviting you to log in and view your assessment results.   We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us with the “Help” button in the application.   We will review applications as they are received, with priority given to those who have completed the assessment and look forward to hearing from you.