ALPHA, a rapidly expanding MSP on Vancouver Island, is in search of a dedicated and dynamic Senior IT Technician to join our team. We're looking for someone who excels in a fast-paced setting, has a strong passion for technology, and consistently delivers exceptional customer service. The primary role involves providing extensive remote IT support to our clients, acting as the escalation point, and meticulously documenting standard operating procedures. This will help our IT Technicians enhance their First Call Resolution rates. The role requires efficiently solving problems and surpassing customer expectations by leveraging the resources our company provides.
What you’ll do:
- Deliver top-notch IT support with an unwavering commitment to customer satisfaction.
- Onboarding new clients, mapping out their IT infrastructure, and offering tailored recommendations.
- Utilize advanced tools and technologies to diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
- Occasionally, conduct IT assessments to evaluate the effectiveness of client infrastructure and identify potential solutions.
- Engineer cost-effective IT solutions tailored to clients' business needs
- Proactively follow up on customer issues, ensuring their concerns are addressed promptly.
- Document and communicate technical information clearly to both technical and non-technical audiences.
- Stay informed about the latest industry trends and technologies to maintain a competitive edge.
- Identify opportunities to improve processes and enhance the overall client experience.
What we offer:
- Industry leading compensation
- Extended health benefits, including dental & vision care
- Overtime pay
- Hybrid work arrangements
- Collaborative and open work culture that values your input
- Free coffee, cool t-shirts, and hilarious memes
What we're looking for:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
- 5+ years' work experience in IT services
- Experience deploying IT infrastructure
- Experience with diverse operating systems, networking, and cybersecurity practices.
- Strong critical thinking, time management, and decision-making skills
- Firm grasp on IT infrastructure and operations best practices
- Certifications such as:
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- CompTIA Network+
- ITIL v4 foundation
- or equivalent are a plus.
- Excellent communication skills to connect with clients and distill technical information into plain English
Working knowledge in:
- Windows Server & Roles
- Remote Desktop Services (Formerly Terminal Servers)
- Active Directory
- Group Policy
- DNS
- DHCP
- File & Storage Services
- Print and Document Services
- Network Policy and Access Server (NPAS)
- Basic Web Server (IIS)
- Hyper-V
- Certificate Services
- Powershell
- Basic SQL Server
- Virtual private network (VPN)
- Internet protocol (LAN, WAN, Subnets, VLANs, Spanning Tree and other network protocols)
- Voice Over Internet Protocol (VoIP)
- Microsoft 365
- Exchange Online
- SharePoint / OneDrive
- Defender for Office 365
- Azure
- Microsoft Entra ID
- Conditional Access
- Virtual Machines
- Resource Groups
- MDM solutions such as Microsoft Intune
- Threat management
- Backups (Cloud and Local)
- Firewalls
- Routers
- Access Points and Wireless Controllers
Job Types: Full-time, Permanent
Salary: $70,000.00-$80,000.00 per year
Benefits:
- Dental care
- Extended health care
- Paid time off
- Vision care
Flexible Language Requirement:
Schedule:
- 8AM to 4:30PM
- Monday to Friday
- Overtime
Supplemental pay types:
Experience:
- Remote & Onsite IT: 5 years (required)
Licence/Certification:
- Class 5 drivers license (required)
Work Location:
- Courtenay Office (primary)
- Work from home
Job Types: Full-time, Permanent
Pay: $70,000.00-$80,000.00 per year
Additional pay:
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care
Flexible language requirement:
Schedule:
Ability to commute/relocate:
- Courtenay, BC: reliably commute or plan to relocate before starting work (preferred)
Experience:
- IT support: 5 years (required)
- Onsite IT: 5 years (required)
Licence/Certification:
- Class 5 drivers license (required)
- CompTIA Network+ (required)
Work Location: In person
