We are a passionate company of technology experts focused on delivering seamless IT solutions and services to our clients. We work tirelessly at Creating Peace of Mind for our clients and deliver technology solutions designed to enable lasting success. Our corporate headquarters are in beautiful downtown Vancouver, BC Canada.
Summary
As a Managed Services Engineer, you will provide support, troubleshooting and maintenance for a wide variety of information systems including desktops/laptops, servers, networking and backup / disaster recovery solutions.
You must be an agile thinker, capable of handling many simultaneous high urgency issues calmly and with confidence. You will work as part of a powerhouse team of technology experts, but you must have the skills and experience to take ownership and address technology challenges with minimal supervision.
You must be passionate about technology, crave responsibility, and be eager to apply your accumulated knowledge to real world situations, both for our existing client base and hosting operations.
Working Relationships
You will be reporting to the Director of Technical Services, who will work with you to determine goals and priorities.
You will participate in a quarterly review to assess progress on these goals and priorities.
You will play an important role in our busy Network Operations Center, working with the Managed Services Team to support, troubleshoot and maintain business networking environment for our successful clients.
Your primary daily interactions will be interfacing with our clients and other members of our network operations team. You will also interface frequently with 3rd party vendors for manufacturer support. You will also interface from time to time with the Professional Services team for participation in project initiatives
Roles and Responsibilities
90% - Service Desk - You will provide support for incoming phone/e-mail support requests from clients, as well as perform scheduled maintenance tasks pertaining to servers, workstations, networking equipment, backup and disaster recovery solutions, etc. From time-to-time you will also provide on-site support as needed.
10% - Project Support - You will assist the Professional Services team with implementation and post-implementation support for new projects.
Work Structure
You will be working primarily from our corporate headquarters in downtown Vancouver, BC with occasional on-site work for deployments and support issues. It is anticipated that approximately 90% of your time will be spent inside the Vancouver Network Operations Center (NOC) with the remaining 10% spent at client locations. You will also participate in regular team meetings. You will be required to be part of the on-call rotation schedule.
Qualifications Required
* You must be an "A" player, join a family of "A" players
* 3+ years of experience in a similar role and seeking a challenge
* Excellent written and verbal communication skills, inspire those around you
* Incredible attention to detail, passion for punctuation, OCD preferred
* Desire for continuous improvement, but already a rock star
* University degree in Computer Science or equivalent
* MCSE/MCITP or other applicable certifications
Technical Skills Required
Desktop / Application Support - deep knowledge and experience with Windows-based workstations (hardware and operating system). Expert with Microsoft Office and knowledge of other applications desirable. How do you deal with a slow computer? If someone can't get on the network, what do you do? How quickly can you rebuild a system from scratch? Do you eat workstations for breakfast?
Networking - intermediate knowledge of networking fundamentals. Able to understand basic concepts of network address translation (NAT), port forwarding, firewall policies/rules, switch vs. hub (honestly), DNS resolution, e-mail protocols including SMTP, POP3, IMAP, MAPI - basic understanding of SSL. Comfortable with configuring and deploying managed switches, firewalls, and other networking devices. Can you explain how a wireless router differs from a wireless access point? (in detail) Would you statically assign an IP address for a printer? Why or why not? Explain the different ways of printing via TCP/IP.
Servers - Solid understanding of server hardware and Windows-based operating systems including Server 2003 and 2008. You should have working knowledge with Exchange 2003/2007/2010 as an e-mail server, SQL server (basic knowledge), and solid grasp on different backup strategies. Can you figure out why a server is running slowly? How do you know if it's the workstation or the server or the network? If a drive fails in a server, how do you know about it and what steps would you take to resolve the issue? Do you understand virtualization, what do you think of it? How quickly can you find the root cause of an e-mail delivery issue?
People Skills - You must be an excellent listener, able to decipher/translate requests from non-technical users and determine the best course of action to make them happy. You need to know your own limitations and know when you are in over your head. You need to be diplomatic and be extremely comfortable "under fire". You should be a calm and methodical person but extremely good at multi-tasking and a high output worker.
Reference: http://c.notify.me/uDEmCg
