It Service Technician - Bench

SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work’s efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

We expect all our employees to live our values:

· Security First – Protecting you; above everything else.

· LiveHonestly – Authentic personalities and honest advice.

· Accountable – We keep our commitments and stand behind our work.

· Kaizen – Dedicated to continuous improvement.

· We F***ing Care – Passionate service that demonstrates commitment to our team, clients, and business partners.

Job Summary

Reporting to the Service Delivery Manager, Bench Technicians ensure that clients’ new workstations and hardware issues are resolved. The position is heavily involved in dealing with end-user requests and incidents. The position is also focused on delivering customer care through the service desk. Service Technicians work as part of a team in a fast-paced environment and will ensure that clients’ needs are met promptly and professionally. Most tasks are performed from the SIRKit office using remote tools. Bench Technicians will work from the SIRKit office, with some on-site work required.

Job Duties and Responsibilities

Client Contact and Problem Identification

· Maintain a healthy ticket queue and communicate with clients to ensure the issue or request is thoroughly understood and prioritized effectively

· Work with Dispatch to ensure a properly organized and prioritized schedule for all assignments

· Assess issues or requests presented by the client, identify actual or potential causes of issues, and assist with remediation

· Create tickets based on calls, emails, alerts, and proactive discovery

· Identify trends to mitigate potential widespread issues and prevent rework

· Escalate issues appropriately

· Maintain a strong level of communication with clients and colleagues to ensure everyone is kept up to date on the progress of a ticket or project, even when progress is slow or not ideal

· Ensure client satisfaction by providing exceptional customer service

· Ensure client procedures and checklists are kept up to date

Computer Provisioning and Bench Service Work

· Prioritize work appropriately based upon urgency, importance, time required, etc.

· Install, configure, and support desktop software for a variety of systems

· Add, remove, configure, deploy, and support user accounts, mailboxes, computers, and mobile devices

· Aid in setup and troubleshooting of new equipment

· Diagnose hardware and software issues on a variety of systems

· Perform basic network and internet troubleshooting

· Support and assist Level-2 and Level-3 technicians with tickets and projects

· Complete client maintenance procedures and follow-up tasks in a timely manner

· Assist with securely recycling and destroying equipment

· Perform post-work follow-ups to ensure issues were completely resolved

· Follow best practices and implement supportable solutions

· Assist with service desk coverage when required

· Assist Field Technician with on-site coverage when required

· Collaborate with Projects team for project-related deployments

· Research new techniques, tools, and procedures to improve the Bench process

· Update deployment checklists based on client and colleague feedback

General Administration and Other Duties

· Consistently model and promote SIRKit’s Core Values and Mission.

· Keep client documentation up to date

· Communicate appropriately and effectively with coworkers, including providing and accepting feedback

· Keep your timesheet up to date by entering time continuously in real-time

· Submit timesheets and expenses on or before the required due dates

· Coordinate queue coverage for lunch, breaks and on-site visits with the team

· Propose and implement continuous improvement initiatives

· Assist with the planning, design, and implementation of Standard Operating Procedures (SOPs) and policies

· Adhere to SOPs and corporate policies to ensure consistency and security

· Maintain a clean personal workspace and contribute to shared office tasks

· Ensure the tech room and bench are kept clean and presentable

· Document 'tribal knowledge', where possible

Qualifications/Experience

· 1-3 years of experience providing technical support to business customers

· 1-3 years of experience supporting desktop hardware, specifically components, assembly, and troubleshooting

· 1-3 years of experience supporting Windows operating systems, specifically Windows 7, 8 and 10, as well as common productivity suites like Microsoft Office

· 1-3 years of networking fundamentals experience including: IPV4, DHCP, and DNS

· Experience with MDT, WDS, Azure AD, and Microsoft Autopilot would be considered assets

· Windows Server, server hardware, ConnectWise or similar ticketing system experience and Homelab experience would be considered assets

· A combination of education and relevant work experience considered in lieu of the above requirements

Skills/Abilities

· Comprehensive verbal, listening and written communication skills and the ability to continually develop and enhance soft skills to communicate effectively with clients and staff

· Ability to engage others in a friendly and professional manner

· Ability to convey technical concepts and terms to clients in a non-technical, clear, concise, and easily understandable manner and be able to explain complex issues in simple terms

· Problem solving and critical thinking skills to analyze issues, identify solutions and resolve problems utilizing best practices and options

· Organizational and time management skills to provide timely support to clients waiting for a resolution to their problem

· Ability to effectively use Microsoft Office and other SIRKit software applications

· Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environment

· Ability to deal with stressful situations while remaining calm and composed

· Ability to continually develop and expand a technical skillset

· Flexibility to work with unique line-of-business applications specific to the clients’ needs

· Maintain the shared Tech Bench room, and ensure it is kept clean and organized

Job Types: Full-time, Permanent

Salary: $50,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay
• Overtime pay

Application question(s):

• How many computers have you deployed in your career?

Experience:

• Entra ID / Azure AD: 1 year (preferred)

Licence/Certification:

• Alberta Driver's Licence (required)

Location:

• Edmonton, AB (required)

Work Location: In person