Service Technician

Job Description

Do you enjoy working in a fast-paced environment? Do you like having exposure to multiple technology platforms, services, and applications? Do you get a feeling of satisfaction from helping to solve people's technology problems?

365 Technologies is a leading Managed Services Provider, located in Winnipeg, MB, focused on empowering companies through technology.

We are searching for an eager and energetic individual with a keen interest in Information Technology, that wants to help people. This Service Technician will be an addition to our existing service desk team, to provide support to our growing client base. This technical role is responsible for day to day support of desktop, server, and network devices of our clients. The ideal candidate will be a strong communicator, able to build effective working relationships with clients, partners, and peers. Attention to detail, along with the ability to troubleshoot problems efficiently are a must.

Job Title: Service Technician

Reports To: Service Manager

Responsibilities & Duties

This is a client-facing role, requiring on-site and remote support via email, telephone, and chat for all clients and end-users. Including support for workstations, servers, network devices, etc.
Service Technicians must be available to drive to client locations throughout Winnipeg as required and without advance notice.
Participate in on-call rotation, requiring after-hours availability to respond according to our on-call policy.
Detailed documentation of all completed work, using our ticketing system.
Ensuring tickets are responded to and resolved within published Service Level Agreements.
Regularly communicating with the Service Desk Coordinator or Manager regarding incident resolution and outstanding problems.
Providing timely follow-up to client inquiries and support tickets.
Keeping client documentation updated.
Accurately tracking and submitting timesheets & expenses.
Escalate where necessary, to Network Administrators, Senior Network Administrator(s) or to management as needed.
Meeting all published key performance indicators (KPIs).
Other duties as assigned.

Essential Qualifications & Skills

Must have a valid driver's license, with access to a vehicle each day.
Outstanding verbal and written communication skills in English.
Active listening and empathy. We are committed to providing "Worry-Free IT".
Ability to manage multiple tasks, with frequent distractions, effectively.
A passion for solving technical problems, with a focus on exceptional customer service.
1-3 years of IT support experience, preferably in a Managed Services environment.
Experience troubleshooting Microsoft Windows 10/11.
Experience with PC and Server hardware installation and troubleshooting.
Knowledge in IP networking and troubleshooting

Recommended Qualifications & Skills

Experience with Microsoft 365 administration and management.
Experience with firewall and security appliances (SonicWall, Fortinet)
Microsoft, CompTIA A+ or Network+ are an asset.
Experience with configuration and troubleshooting of Microsoft Server OS (2016, 2019, 2022).
Experience with Veeam Backup & Replication.

Benefits

Competitive Salary
Performance-based incentives
Comprehensive benefits package
Employer RRSP/DPSP/TFSA matching plan
Health spending account
Staff lounge with cold drinks and snacks
Mileage Compensation

This role requires the candidate to reside in Winnipeg, Manitoba or surrounding areas.