Support Technician - Intermediate Level

TechnicalFull TimeVancouver, BC

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ROLE: Support Specialist


DESCRIPTION: Quicktech is looking for a full-time Support Specialist at the second level to join our current talented team of engineers in Vancouver


MISSION: To provide prompt, educated and courteous support resolving the clients' first and second level technical issues. You will also act as an escalation point for tickets that are beyond our first level engineers' experience.


WHO WE ARE:

We are a mature and rapidly growing Vancouver managed services provider which prides itself on innovation and stable growth.


CANDIDATE EXPECTATIONS / OUTCOMES:

CUSTOMER SATISFACTION:  Achieve 100% customer satisfaction providing excellent client support

EDUCATIONAchieve two annual course certifications within your field

PROMPT: Achieve 90% of first touch resolutions in under 60 minutes or within 5% of the budgeted allotment

PROFITABILITY: Achieve under 5% of recurring problem ticket re-opens


KNOWLEDGE OR ABILITIES REQUIRED:

  • Sets high standards and goals
  • Shows creativity and innovation
  • Shows strategic thinking and visioning
  • Able to learn quickly

  • Strong customer relationship skills
  • Shows integrity and honesty
  • Shows proactivity and initiative
  • Has exceptional work ethic
  • Excellent listening and communications skills, both verbal and written.
  • Organized, detail oriented and self-motivated
  • Remain calm under pressure
  • Ability to remain in contact with the client thru the completion of the incident
  • Problem-solving abilities and ability to meet reasonable deadlines.
  • Ability to build positive and collaborative relationships
  • Willingness to develop professionally
  • Ability to work with little supervision

  • Ability to work on multiple priorities and/or projects simultaneously
  • Ability to switch gears and move on to unrelated issues with ease
  • Ability to provide and maintain detailed documentation on each job
  • Knowledge with basic networking configurations
  • Experience in Windows 7 Operating Systems to current
  • Experience in Microsoft Office applications from 2010 to current

PREVIOUS EXPERIENCE RECOMMENDATIONS:

  • A+ Certification is preferred
  • NET+ Certification is preferred
  • Microsoft Certified Professional (MCP) is preferred
  • 2+ years’ experience in computer network management is required
  • Experience in managing end client networks is preferred

BENEFITS:

  • $300 Annual Wellness Funding
  • Health, Dental and Vision Coverage
  • Work from home days
  • Team lunch Thursdays
  • Free parking
  • Close to Skytrain