Innovation Networks Inc. Looking for Tier 2 IT Technician at Richmond, British Columbia, Canada Full Time

We are seeking an enthusiastic, super talented Tier 2 IT technician to work with the Innovation Networks team in support of our clients. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff, provide user support to both local and remote users, maintain system documentation, and contribute to IT projects as required. Individuals applying for this position must be able to multi-task, have a strong attention to detail, professional demeanor, and be able to adapt into a growing and changing environment.

This position must provide exceptional client and customer-focused incoming technical service using multiple channels of communication, such as email, and phone, following issues to resolution. Considered to be a dynamic person who will collaborate with other team members.

What Innovation Networks is Looking For?

• Strong oral and written communication skills
• The ability to deal with all levels of management
• Strong interpersonal skills with a polished and professional manner
• Excellent organizational skills with motivation, self-direction, and good time management skills
• A strong desire to learn
• A personality that wows the customer and your peers
• The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and, excellent attention to detail

Skill and Attributes Qualifications

The qualified candidate must have:

• MUST have a working reliable vehicle and valid BC driver’s license to visit client sites
• Minimum 2-3 years of experience in the IT Service and Support industry
• At least two professionally recognized certifications (A+, Network+, Security, Microsoft, Cisco)
• High-level understanding of technical and network issues resolution, strong listening and communication skills, answers questions and can troubleshoot and de-escalate customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution.
• Troubleshooting experience with:
• Intermediate knowledge of MS Office applications; Office 365 implementation, deployment and support experience as an asset
• Extensive Microsoft environment knowledge including servers, licensing, AD, & DHCP.
• Extensive infrastructure knowledge, including networking, router/firewalls, servers, & workstations.
• Strong verbal and written communication skills
• Strong interpersonal skills with a polished and professional manner
• The ability to deal with all levels of management
• Excellent organizational skills with motivation, self-direction and good time management skills
• The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy, and excellent attention to detail

Key Responsibilities:

• Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements
• Communicating ticket status and updates directly to clients
• Configure and troubleshoot Windows servers
• Support back up technology such as Datto, StorageCraft etc
• Assisting with overall help desk tickets when time allows
• Visit client sites when required to discover issue solution or complete issue resolution
• A willingness to work flexible hours when required to meet client deadlines, with most work being within regular office hours 0830am to 5pm PST
• Consistently display superior customer service skills and telephone etiquette
• Quickly assess and troubleshoot complex problems and devise effective solutions
• Perform work in a high-pressure team environment
• Incident management (logging incidents, managing workload, documenting support issues)
• Active Directory user management (user accounts, security groups, distribution lists, passwords)
• Asset management (inventory, repairs, configuring new machines)
• Troubleshooting and maintenance of IT hardware (iOS devices and Windows)
• Tracking time and submitting timesheets for work completed

Additional Skills or Assets

• Experience with Cisco IOS, Cisco Meraki, or Cisco Meraki certified
• Experience with VDI, virtualization technologies, and cloud hosting
• Experience with SolarWinds RMM tools (Datto)
• Experience in Citrix environments is advantageous
• Understanding of DNS, especially as related to web and mail service

Required Languages:

• Fluent in English, both spoken and written
• If you are also fluent in French, spoken and written we consider it a bonus!

We are only reviewing applicants that currently live in the Lower Mainland area and are legally entitled to work in Canada.

We understand that some applicants don’t quite fit the job criteria we are asking but do not be discouraged. In fact, if your background is less than conventional but if you feel passionate that you would make a good fit, as well as have a working reliable vehicle, we encourage you to apply. We would love the opportunity to chat with you, meet you and see if we have a place for you with the Innovation Networks family. If you are interested in becoming a part of the diverse and rapidly growing team of technology professionals, we are looking forward to hearing from you.

We would like to thank all the candidates for spending time to apply for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.