Remote Support Technician - Jobs in Vancouver, BC

Job Description

• Please note that, due to the volume of applications received, we will not be considering applicants who live outside Greater Vancouver. Unfortunately we can only respond to applicants who will be considered for an interview. Thank you for your understanding.

About BMC NetworksBMC 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 centres 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 Title: Remote Support TechnicianDepartment: Support ServicesReports to: Support ManagerGeneral SummaryThe Remote Support Technician is a technical support role at BMC Networks whose primary responsibility is to provide telephone and remote desktop support for our clients. This is a client facing role, interacting with people of all levels in our client’s offices. The Remote Support Technician is responsible for tracking and resolving all assigned support requests through effective decision making and problem-solving skills.The Remote Support Technician is part of our Support Services team as a remote support resource that reports to their Support Manager. The Remote Support Technician is expected to present himself/herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. These services are performed 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 access to the benefits package after the completion of the three-month probationary period.Required CredentialsDegree or diploma related to information technology1-2 years related experienceRecent Graduates with service desk/end user support experience will be consideredEssential TasksAnswering phone calls from clientsTroubleshooting issues for clients including troubleshooting with the client on the callWorking on tickets in your assigned queueDocumentation of issues and resolutionsNew user setups including workstation configurationEscalating issues to Systems Support (Level 2 Support)Collaborating with team members across various teams including senior managementCommunicate with vendors on behalf of clientsEntering and allocating time accuratelySkillsetPersonalOutstanding interpersonal and communication skills in EnglishEnthusiasm for providing outstanding customer serviceStrong decision making and problem-solving skillsPresents himself/herself in a highly professional, competent mannerAbility to work calmly under pressure, multitask, and prioritizeAbility to work independently and within a team environmentHighly organized, detail oriented, and self-motivatedPatience to solve technical problems with end users of varying technical aptitudesWillingness to work a flexible schedule between 8:00 am and 7:00 pm pacific standard time.TechnicalEssential:Microsoft Windows Desktop Operating SystemsMicrosoft Windows ServerMicrosoft Exchange (Basic)Microsoft Remote Desktop ServicesMicrosoft Active DirectoryMicrosoft OfficeNice to Have:ITIL or COBIT TrainingOffice365 AdministrationSharePoint/OneDrive AdministrationStorageCraft File BackupsWebroot AVNTFS file PermissionsGPO AdministrationSonicWall FirewallsVMware vSphereLabtech, or other RMM (Remote Monitoring and Management) systemConnectWise, or other PSA (Professional Services Automation) systemKey ExpectationsLearn and follow all of BMC SOPs and escalation procedures, including:Entering time and keeping tickets and schedule up to date.Maintaining client documentationFollowing change and incident management proceduresAdherence to SLAsWork with customers over the phone in a professional and courteous mannerGain a firm understanding of the common LOB applications in use at BMC clientsGain experience in all areas of IT relevant to BMC clients