BMC Networks Looking for Client Services Technician 2 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 2
Department: Support Services
Reports to: Director, Support Services

Summary

BMC Networks is looking for a Client Services Technician 2 (CST 2) to join our Support Services team.

This role’s primary responsibility is providing day-to-day desktop, server, and network support for BMC’s clients. This is a client facing role, interacting with people of all levels in our client’s offices with a strong emphasis on face-to-face service. The CST 2 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. For some of our more senior members, they will be part of the on-call escalation team instead of the regular on-call rotation, where they will assist the on-call technician.

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:

• Communicating with clients both electronically and in person, utilizing skills dealing with several technologies to solve issues

• Prioritizing in order of severity and complexity
• Including, but not limited to, replacing hardware; troubleshooting network devices; meeting with clients to plan a repair schedule; and following up with the clients’ point of contact

• Providing advice and training to users to resolve issues
• Emulating and/or replicating technical issues reported by clients
• Communicating with vendors to coordinate with software specialists when dealing with proprietary software
• Utilizing ConnectWise, a PSA (Professional Services Automation) system; Labtech, an RMM (Remote Monitoring and Management) system; and IT Glue, a documentation platform to research and implement solutions

• Utilizing technical manuals, user guides, and company documentation during research

• Assisting other members of the Support team with more complex requests

• Supervising their work and giving advice and/or direction

• Entering and allocating time accurately

• Utilizing ConnectWise to track time to bill accurately to clients
• Utilizing ConnectWise to track overtime hours to be reported correctly

• Documenting issues and resolutions to facilitate the search of issues and solutions

• To be utilized by colleagues

• Collaborating with the Support Managers and Director of Support

• Attending and contributing to scheduled meetings regarding client issues and solutions
• Providing feedback

Requirements:

• Degree or diploma related to IT
• 2 – 5 years’ related experience

• Microsoft, VMWare, and SonicWall certification or equivalent
• Proficiency with:

• Microsoft Windows 7/8/10
• Microsoft Windows Server 2008/2008R2/2016
• Microsoft Exchange 2010/2016

• Microsoft Remote Desktop Services
• Microsoft Active Directory

• SonicWall Firewalls
• VMware vSphere

• HP ProLiant Server hardware
• HP iLO and System Insight Manager
• HP ProCurve switches
• Microsoft SQL Server
• 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

Salary:

• $48,000 – $65,000 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:

Yes, hybrid of working in office (80%) and at home *20%) after training, as well as visiting client sites.

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

Salary: $48,000.00-$65,000.00 per year