BMC Networks Looking for Client Services Technician 1 at Vancouver, BC Full Time

About BMC Networks

BMC Networks is an award-winning managed IT services provider that provides forward-thinking technology solutions for professional services businesses, primarily law firms. We are in downtown Vancouver, BC and serve clients across Canada. We offer a comprehensive and generous benefits package, and a collaborative and diverse team culture that centers around our core values of Service, Professionalism, Unity, Integrity and Fun. Our vision is to become the preeminent legal IT provider in Canada, by helping our clients be more productive and competitive, and enabling them with Microsoft’s fast-developing cloud technology. If you’d like to learn more about our company, please check out our website www.bmcnetworks.ca or ask one of our team members for more information.

Job Description

Job Title: Client Services Technician 1
Department: Support Services
Reports to: Director, Support Services

Summary

BMC Networks is looking for Client Services Technician 1 to join our Support Services team. This role’s primary responsibility is providing telephone and remote desktop support for our clients. It is a client facing role, interacting with people of all levels in our clients’ offices. The Client Services Technician 1 is responsible for tracking and resolving all assigned support requests through effective decision-making and problem-solving skills.

The successful candidate presents themselves in an extremely professional, competent manner, is highly organized and detail oriented, and possesses strong communication and interpersonal skills. They can perform support services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.

This position is part of an on-call rotation for approximately one week in eight. During the on-call period, the individual is expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy.

This is a salaried position with a performance incentive and access to a comprehensive benefits package (detailed below) upon completion of the three-month probationary period.

Responsibilities include:

• Answering phone calls from clients
• Troubleshooting issues for clients, including troubleshooting with the client on the call

• Working on tickets in an assigned queue
• Documentation of issues and resolutions
• New user setups, including workstation configuration
• Escalating issues to Client Services Technician 2 support
• Collaborating with team members across various teams, including senior management

• Communicate with vendors on behalf of clients
• Entering and allocating time accurately

Requirements:

• Degree or diploma related to IT
• 1-2 years related experience (recent graduates with service desk/end user support experience will be considered)
• Proficiency with:

• Microsoft Windows Desktop Operating Systems
• Microsoft Windows Server

• Microsoft Exchange (Basic)
• Microsoft Remote Desktop Services
• Microsoft Active Directory
• Microsoft Office

• TIL or COBIT Training
• Office365 Administration
• SharePoint/OneDrive Administration
• StorageCraft File Backups
• Webroot AV

• NTFS file Permissions
• GPO Administration
• SonicWall Firewalls
• VMware vSphere
• Labtech, or other RMM (Remote Monitoring and Management) system

• ConnectWise, or other PSA (Professional Services Automation) system

• Enthusiasm for providing outstanding customer service
• Patience to solve technical problems with end users of varying technical aptitudes
• Ability to work calmly under pressure, multitask, and prioritize
• Willingness to work a flexible schedule between 8:00 am and 7:00 pm PST

Salary:

• $42,000 – $48,000 per year

Benefits (upon completion of probationary period):

• Company events
• Extended Health Care
• Dental Care

• Short-term and long-term disability insurance
• Life insurance
• Employee assistance program
• Paid time off
• Health and wellness benefit

• Birthday Benefit
• Cell phone allowance
• Profit sharing opportunities

COVID 19 Considerations:

All new hires must provide Proof of COVID-19 Vaccination prior to their start with BMC. All staff and visitors in the office wear masks in common spaces and within 6 feet of another person. Common surfaces are sanitized regularly.

Remote Work:

Candidates must be prepared to work both at home and/or in the office.

We thank all applicants for their interest. Note that only applicants who have been short-listed will be contacted for an interview.

Job Type: Full-time