Client Services Technician 1 - Toronto, Ontario

How will you make an impact with BMC?

BMC Networks is looking for a Client Services Technician 1 to join our Support team remotely in Toronto, Ontario. You will have the opportunity to jump into a fast-paced, ever-changing environment and take responsibility for providing remote and onsite technical support for our clients. You will work with a team of IT professionals who, like you, are self-starters and problem-solvers with the ability to work under pressure and still find ways to laugh. This is a client-facing role in which you will be tasked with interacting with people of all levels, resolving assigned support requests through effective decision-making and problem-solving skills.

What will you do, day-to-day?

You will be a member of an award-winning managed IT services provider that provides technology solutions for professional services businesses, primarily law firms, across Canada. You will be primarily responsible for providing technical services for our clients in the Greater Toronto Area. Depending on your technical ability, your day-to-day responsibilities may include:

• Managing a ticket queue
• Troubleshooting technical issues with clients on the phone and on site
• Documenting issues and resolutions
• Communicating with vendors on behalf of clients
• Collaborating with members across various teams, including senior management
• Entering and allocating your time accurately

This position is part of an on-call rotation for approximately one week in eight. During the on-call period, you will be expected to respond to requests from clients and urgent server alerts in a timely manner, according to the defined on-call policy.

What will you bring to the team?

• A degree, diploma, or certificate in IT or a related field
• 1 or more years' work experience, including customer service
• Experience working with an MSP is an asset
• Working experience with:
  • Microsoft Windows Server, Exchange Server, SQL Server, Remote Desktop Services, Active Directory, Azure, AVD, 365
    • ConnectWise Manage, Automate, and ScreenConnect
    • IT Glue
    • HP ProLiant Server, iLO, Systems Insight Manager, and ProCurve
    • PowerShell
    • SonicWall and Meraki
    • Veeam and Datto
    • VMWare and Hyper-V
• Familiarity with ITIL framework

Who are you, really?

• Genuinely enthusiastic about helping people and providing outstanding customer service
• Patient when solving issues with end users of varying technical aptitudes
• Professional in the way you present yourself and communicate with others
• Nerdy about the importance of accuracy in details
• Eager to continually learn and grow
• Willing to take and share the credit for wins
• Solution-oriented, a problem-solver who possesses a "get it done" attitude while paying attention to detail along the way
• Comfortable in an environment where priorities and plans change rapidly but with intention
• Looking to have fun, laugh, and not take things seriously all of the time!
• Willingness to work a flexible schedule between 8:00 am and 7:00 pm PST

What is it like to work at BMC?

You will be valued for the unique skills, experience, and personal qualities you bring to the team. We are committed to maintaining a healthy workplace culture that promotes trust, teamwork, and opportunities for growth. Some of the ways we put this commitment into action are:

• All-Hands meetings, where we share our wins and challenges, and we recognize our Core Values All-Stars (online from Toronto)
• BrewHaHa events, where we gather to celebrate the week's end with drinks and games (online from Toronto)
• Regular team events, including scavenger hunts, hikes, bowling, and more (online only from Toronto)
• Ninja of the Month and Samurai of the Year awards
  
• Winter holiday party and summer BBQ for team members and their families
• Recognition and appreciation of tenure, including anniversary celebrations and additional vacation time for team members with 5+ years' service
• Comprehensive health benefits (upon completion of 3-month probationary period), including extended health, dental, and vision care, life insurance, short- and long-term disability leave, and an employee assistance program
• Additional BMC benefits, including a birthday lunch and gift, a health and wellness allowance, paid time off options, and profit sharing opportunities

The individual in this role will work at home and at a client sites, as needed.

If this sounds like the opportunity you're looking for and you're enthused to provide outstanding customer service while troubleshooting technical issues for clients, click the "Apply For This Job" button. We can't wait to hear from you!

Please note that only candidates currently living in the Greater Toronto Area will be considered. Also, only candidates who have been short-listed will be contacted for an interview. We thank all applicants for their interest!