Network Technician June 5 2024 Job In Burns Lake

Job Summary:

The objective of the Network Technician (NT) is to provide superb customer service reflecting the client-centric and quality focused mission of Tech North Solutions Inc. through the direct provision of remote and on-site support to our clients. The NT works as part of a team that is accountable for the overall technical status of the account, including customer satisfaction. The NT will be primarily focused on systems administration and support functions but will be expected to participate in project delivery and provide end user support as necessary.

Essential Responsibilities and Duties:

• Proactive maintenance, analysis, documentation, and testing of client network environments through a combination of scheduled onsite and remote work utilizing necessary independent judgment and discretion
• Perform desktop, server and network diagnostic and repairs, including modifications to various operating systems
• Project Deployment – the NT will work with assigned project leads and project managers, working assigned tasks and within defined project scope and milestones to ensure the successful deployment of I.T. projects for our clients
• Analyze system performance to identify deficiencies and help develop and recommend solutions for improvement, to maximize the design of client’s networks.
• Level 1 and 2 Support - Provide Subject matter expertise to diagnose and remedy server, network and end user issues that are escalated from the Helpdesk, Clients, client stakeholders and/or other members of the Service Delivery Team
• Participate in technical discussions with clients and client stakeholders that impact the client’s business continuity and growth
• Professionally document all work performed and submit accurate time record on a daily basis
• Maintain accurate and up to date documentation of client’s network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team
• Identification of new revenue opportunities, primarily via incremental upgrades or change planning, within their assigned clients
• Participate in the on call rotation that may include off hours support or after hours onsite visits to client sites.

Qualifications

The ideal candidate will be professional, positive, and believe that customer service is a priority and can function effectively in a fast-paced dynamic work environment and possess the following:

• Valid and clear BC driver's license and have access to a good working car and/or other form of reliable transportation as required
• Excellent verbal and written communication and interpersonal skills. Able to explain technical issues in clear and understandable language
• Experience in delivering outstanding customer service, solution focused, enthusiastic, and willingness to learn
• Demonstrated ability to work within a team oriented environment
• Strong organizational, analytical and problem solving skills including proven troubleshooting and diagnostic skills with a proactive attitude towards problem identification and resolution
• Ability to demonstrate confidence, patience and diplomacy in a demanding environment
• Must be a detail-oriented self-starter – function autonomously, with minimal supervision
• Mature, reliable and highly organized

Technical Competencies

• Two year technical diploma or equivalent combination of relevant education and a minimum of two years’ experience in an IT support role is preferred
• At least one of: Current CompTIA A+/Server+/Network+/Security+ Certification as well as a current Microsoft certification MCSE/MCITP/MCTS (server competency)
• Knowledge and experience supporting and installing Windows Desktop Operating Systems
• Significant experience supporting and installing Microsoft Windows Server Operating Systems including and Microsoft Active Directory, Group Policy and network configuration
• Advanced knowledge and proven record deploying and supporting Microsoft Office 365 applications
• Linux or Mac experience an asset but not essential
• Strong knowledge working with and diagnosing PC hardware (workstation and server) problems
• Good understanding and practical deployment experience of the following protocols and networking services: TCP/IP, DNS, DHCP, VPNs (Site to Site, Client to site and SSL), VLANs, Routing, Layer 2 & Layer 3 Switching. Familiarity with WaUbiquity products is an asset.
• Good understanding of and practical installation and administration experience of Backup and Disaster Recovery processes, software and hardware
• Good understanding of WLAN, and Wireless security concepts
• Strong background in physical Ethernet cable installation (cable runs, patch panel and wall termination, testing, tracing)
• Good understanding of and practical administration experience in Virtualized environments (VMware and/or Hyper V preferred)
• Ability to communicate with users over the phone and provide remote support and using a variety of remote support tools

Internal/External Contacts:

• Daily Interactions via email or phone with client contacts
• Daily interaction with team members and a variety of clients. The NT works closely with the Operations Lead and Client Account Manager stakeholders to ensure consistent quality service Delivery.
• Must be aware of and make best use of proper escalation procedure for technical and non-technical client issues in order to achieve timely quality resolution and client satisfaction.

Working Conditions:

• Work performed will be at both the TNS Office and at client site locations which may vary in terms of quality of workspace.
• Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other information technology equipment as required.
• Spend consecutive hours at a time standing at a work bench or sitting in front of computer monitor and using keyboard and mouse.
• Frequent driving or commuting from one client location to another is required.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.