Support Specialist (Tier 1) - Jobs in Vancouver, BC

Job Description

So, why work for Nucleus NetworksFounded in Kitsilano, BC, in 2001, Nucleus is an award-winning Managed IT Services provider with more than a decade of experience providing IT project services, IT support services, and IT strategy services to businesses across Canada. We are one of BC’s top 5 Best Workplaces and a top 5 Finalist for BC’s Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible!We are a team of 68 experienced IT Professionals focused on providing all-inclusive or a la carte IT services for organizations with 5 to 500 employees. With offices located in Vancouver, Calgary, and Toronto, 2 full-time resources in Victoria, we provide extended support services to 150+ organizations across multiple industries in Canada within both the public and private sectors.For back to back years we’ve been recognized as one of BC’s Best Workplaces. We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSP's in Canada. Members of our team have also been recognized for multiple years running in the MSP mentor Top 250 list which is a global list recognizing the top experts, entrepreneurs and executives.Role Summary:Your middle name is trouble-shooter. You love problem solving and helping clients resolve their issues. You possess excellent communication skills and have a passion for exceptional client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience.Overall Responsibilities, General Tasks and Duties:IT Support relating to technical issues involving Microsoft’s core business applications and operating systemsSupport of backup, disaster recovery, and business continuity solutionsSupport services for Microsoft related technologies: Office365, Windows Server, Office suite, etc.Support services for virtualization technologiesTechnical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and securityRemote access solution implementation and support: VPN, and Terminal ServicesMaintain client documentationCommunication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesMaintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services (work in collaboration with SM)Participates in regular meetings with the support teamsIdentify client trends and escalate those as neededWhat you bring to the table…Industry IT Certifications: Microsoft MCP, MCSA, MCSE, MCITP, Cisco CCNA, or VMware VCPITIL knowledge/experience would be considered an asset working for an MSP company preferred or relevant work experienceYou have 2+ yrs experience minimumAdvanced understanding of operating systems, business applications, printing systems and network systemsInterpersonal skills: telephone skills, communication skills, active listening and customer-careAbility to diagnosis and troubleshoot technical issuesAbility to multi-task and adapt to changes quicklyMac proficiency preferredTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast-moving environmentTeam player!Perks!An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplaceWork remotelyMonthly Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workersEPIC customer service – to our external clients and internally to our colleaguesCompetitive Salary & Benefits