Systems Specialist (Service Desk) - Jobs in Vancouver, BC

Job Description

We are looking for a Systems Specialist (Service Desk). There is no specific geographic requirement for this job; we’re open to qualified candidates who are able to work remotely.Dyrand Systems Inc. is an established IT Managed Services Provider in Canada, with a head office in Vancouver. We provide our clients with a virtual IT department with a team of specialists who monitor and manage their networks and systems.Our extensive set of IT related services and partnerships ensure that our clients’ IT systems provide full business value. Dyrand has strong partnerships with Lenovo, Dell, HP, Microsoft, (Microsoft Azure/Office 365) and many other vendors and manufacturers.Our business is growing rapidly, so our team is expanding! We provide our employees with long-term careers; you will be involved with a wide variety of technical environments working with a spirited team of colleagues.We have a passion for growth, teamwork, and quality customer service. You must like working with technology and love working with people. To fit into our team, you need to balance being reliable, focused, and pragmatic, with being innovative, outgoing, and fun!ResponsibilitiesYour responsibilities include:

• Acting as a 2nd or 3rd level technical support for our clients
• Troubleshooting complex and/or time-sensitive IT infrastructure technical support requests on a variety of IT systems (desktops, servers, backup, networks, cloud systems, SaaS, LoB applications)
• Assisting in ensuring reliable and efficient operations at our data centre(s), and with our tool sets
• Assisting in other duties related to IT infrastructure (systems and networks), as needed

RequirementsThe ideal candidate:

• Is able to perform rapid/root cause analysis and resolve technical issues across the IT Infrastructure landscape (desktops, servers, backup, networks, cloud, SaaS, LoB applications)
• Will be able to ensure customer support tickets are processed/resolved according to support policies, procedures, and playbooks, ensuring KPIs and CSAT scores are met and maintained
• Will be able to manage/maintain client documentation
• Will be able to take ownership of a client’s IT environment and provide suggestions/guidance for continuous improvement on technology
• Will be able to provide technical guidance to junior technicians
• Can lead and facilitate meetings, and be an active participant in company, department, and client meetings
• Has the experience that reflects their strong technical skills, as well as their strong interpersonal, customer service, and time management skills

Education

• Technical diploma or degree or certificates

Technical Skills

• 5+ years of experience in technical maintenance, troubleshooting of IT infrastructure varying from the cloud, servers, backups, networks, SaaS, LoB applications, desktops, etc., including:

Cloud:

• Office 365 | M365 suite of applications
• Exchange Online, or other email systems
• SharePoint Online / Teams, OneDrive for Business
• Teams Phone Systems
• Other Microsoft 365 / Office 365 services

• Microsoft Cloud Technologies
• Azure AD (P1, P2, Domain Services), MFA (Conditional Access), ATP
• EndPoint Manager (MDM), AutoPilot Intune
• Azure VMs, Azure AVD, Windows 365 Cloud PC
• Azure BackUp
• Azure Networking, Cloud Firewalls, Load Balancers
• Azure Files, or other file systems
• Other Azure related services

Server:

• Microsoft Windows Server 2012, 2016, 2019 including Active Directory, (GPO), Remote Desktop Services (RDS) experience, Azure AVD
• Hyper-V (Windows Server)
• Server Backup/Disaster Recovery (BDR), Azure Site Recovery (ASR), Microsoft Azure Backup Server (MABS), 3rd Party Backup/Disaster Recovery systems/tools

Networking

• General: VPN, DHCP, DNS (internal, and public DNS)
• Hands On installation, configuration, troubleshooting of network equipment such as:
  • Firewalls: pfSense, Cisco/Meraki or equivalent
  • Switches/Wireless: Cisco Meraki, HP/Aruba, or equivalent

Communications Skills

• Verbal communication: Speak fluent English, and be very comfortable engaging clients over the phone, video conference, and/or in person
• Written communication: Write clearly, concisely in fluent English in all email correspondence, service tickets, timecard entries and IT documentation

Nice to Have

• Microsoft Cloud Certifications or equivalent MCSA, MCSE certifications, etc.
• Microsoft Cloud security knowledge
• Networking Certifications (Cisco, pfSense, Aruba, Fortinet, etc.)
• Experience in working with an IT MSP (Managed Service Provider)
• Experience with configuring, maintaining/managing IT toolsets, monitoring tools, scripting, automating toolset deployment

Other Requirements

• Experience with Enterprise CRM tools and Help Desk ticketing systems
• Able to work non-office hours when clients require servicing off-hours and share the on-call after-hours support duties with other staff
• Able to maintain current IT Certifications
• Pass a criminal record/background security check

Job Type

• Full-time

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