Helpdesk, Tier 1 IT Support - Night Shift Job in Vancouver for Fully Managed | Jobs.ca
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Helpdesk, Tier 1 IT Support - Night Shift

April 28 2020
Industries IT: Services
Categories Help Desk, Information Technology
Vancouver, BC

Who are you, Fully Managed?


We’re a fast-paced IT solutions and services company that has a “Get ’er done” attitude which links our passion for achieving our core purpose of #CreatingPeaceOfMind for everyone. We eat, sleep, and breathe our core five values of:


  • Fanatical Service
  • Absolute Accountability
  • Inspiring our People
  • Passion for Innovation
  • Monomaniacal about Process We are a team, a family, and a group of world class collaborators that have each other’s backs. We also have A LOT of fun together.  


Tell me more about this opportunity!


You're a rising superstar. You want to learn as much as you can. You ask thoughtful questions every chance you get. You want guidance to grow professionally. You want to PROVE yourself. Were you nodding vigorously to those statements? If yes, keep reading!


This opportunity, NOT job (here at Fully Managed we believe in careers and growth and not just ordinary, mundane employment), will feed the hunger that you have bubbling inside of you. We'll give you the freedom to tackle the IT things you do know and help you build your knowledge for the IT things that you don't know. As we ALWAYS say, we can teach technology, but you need to meet us with your determination.

Outside of this opportunity, we'll even assist you with your daily life through comprehensive benefits and generous subsidies because we know that in life, everyone needs some support.

Key areas of responsibility:


  • Resolving Tier 1 technical support issues (related to servers, applications, networking, backups, security, etc.); escalating to Tier 2 technical support where appropriate;
  • Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time;
  • Primarily providing remote support, but also providing on-site support as required;
  • Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate;
  • Maintaining accurate documentation of client networks, resolved issues, and client information;
  • Communicating ticket status and updates directly to clients;
  • Providing technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications);
  • Striving to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided;
  • Participating in team and company huddles to help ensure the success of the team and organization;
  • Pursuing two certification exams per year;
  • Being willing to work flexible hours when required to meet client deadlines;
  • Tracking time and submitting time sheets for work completed;
  • Performing other duties and tasks as required.

Skill and knowledge requirements


We’re flexible but these are a must:


  • Highly comfortable in interacting with others, of varying personalities, on the phone and through chat
  • Adaptable and open to constant priority changes
  • Calm and collected disposition because there will be pressure and difficult situations
  • Combination of education and certifications

Diploma or Bachelor Degree related to IT

Microsoft, Cisco, and CompTIA A+ certifications are assets

  • 1+ years of previous experience providing Tier 1 technical customer support

Interested?


We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted. 


No recruiters and no phone calls please!