Tier 3 Support Desk Technicians

About us

Opus’ executives and IT professionals have over a Century of combined industry and business experience. Each of our senior consultants has a minimum 15 years of hands-on IT experience; a select, knowledgeable group well-versed in all aspects of infrastructure design, project management, management consulting, acquisition, deployment, outsourcing, business resumption strategy and IT systems support.

Our employees are an essential component of the value we bring to client relationships. Each staff member is empowered to make decisions, is responsive, accessible and flexible within our guiding principles, ensuring that we address customer needs quickly and effectively.

Our IT Professionals are skilled in Data Security for the Edge to End Point, Networking, Compute, Storage, Data Protection and all carry Industry Recognized and Manufacturer Certifications. However, we are more than just a Security Company. Our Five Step Project Management and Execution Process ensures successful IT Projects: Discover, Design, Plan, Implement and Train or Support your IT Team and Infrastructure.

Although based in Vancouver, we are the leading Managed IT Service provider across Western Canada.

Service Desk Technician Tier 2/3 (Vancouver)

Loves helping people, outstanding customer relation and support skills, technical proficiency with Microsoft Applications and Operating Systems, ability to analyze a problem and get to the root cause and repair in a timely, organized and logical fashion. A desire to learn new technology and be a creative problem solver. Leadership skills, capable of motivating and helping colleagues.

The above are attributes of the ideal candidate we are looking for, to staff a key position in our OPUSCare Managed IT Services Program, this position is key to our organizations programs and ensuring our clients are delighted with the quality of pro-active service they have subscribed to.

You will be a leading member of our OPUSCare Managed IT Services Team and will be responsible for our service desk support and be an escalation point for our Tier 1 & 2 Service Desk Technicians while also helping with Windows systems administration (Windows desktop 7/10 and server 2008/2012/16/19). You will be providing level 3 Support to users and out Service Desk Technicians. You will have the opportunity to learn and work with other technologies like Active Directory, O365/Azure, VoIP PBX, ConnectWise, etc...

Responsibilities:

• Prioritize and respond to client service desk requests.
• Assist Tier 1 & 2 Service Desk Technicians as required
• Work closely with IT Site Manager to ensure client satisfaction
• Provide day-to-day administration and operational support for Windows, Microsoft 365, Teams, Intune and Azure.
• Complete requests for PC support service in a timely manner. This includes setting up new PCs via imaging software, create accounts, providing access to different applications, etc.
• Follow instructions to solve frequent problems when they arise.
• Coordinate computer equipment repairs with manufacturer service providers as required.
• Provide users training when required.
• Manage client hardware and software inventory.
• Install software when required.
• Create and deploy system images.
• Achieve performance targets.
• Collaborate and communicate effectively with team members.
• Responsively and effectively handle issues.
• Look for ways to improve customer experience.
• Promote and model OPUS culture, values, and brand promise.
• Continuously build professional and technical expertise.
• Other technical duties as required.

Requirements:

• Diploma or certificate in information technology from an accredited educational institution
• 5+ years of direct frontline technical support experience
• Knowledge of and experience with Server and Desktop Windows operating systems
• Knowledge of and experience with JAMF & MAC
• Knowledge of and experience with Microsoft 365 and Intune
• Knowledge of and experience with Microsoft Azure and AWS Cloud Services
• Knowledge of and experience with Networking is an asset
• Knowledge of and experience with IT security is an asset
• Requires excellent customer service skills, specifically the ability to deal effectively with end users
• Requires ability to work independently and to increase knowledge and skills through self-learning
• Must have excellent English written and verbal communication skills
• Strong team player and positive contributor
• Well-developed analytical, problem-solving, and decision-making skills
• Able to consistently live our values of being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
• A strong customer experience focus
• A passion for life-long continuous learning and professional achievement
• Successful completion of a criminal record check
• Participate in on-call rotation

This is a full time salaried positions with benefits. Must have strong communications skills with English both spoken and written. This position is not gender specific; we are an equal opportunity employer. Applicants must reside in the British Coluymbia Lower Mainland to be considered for this position.

Job Types: Full-time, Permanent

Salary: $70,000.00-$90,000.00 per year

Benefits:

• Casual dress
• Commuter benefits
• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Language:

• English fluently (required)

Work Location: In person

Application deadline: 2024-01-15
Expected start date: 2024-01-31