Job Type: 4-month contract (paternity leave backfill; possibility of extension)
Start Date: ASAP
Location: 8028 North Fraser Way, Burnaby, BC
Hours per week: 37.5 hours (30-minute unpaid lunch break)
Rate: $35/hr T4 OR $45/hr Inc.
Responsibilities & Accountabilities:
- Provide timely onsite response to Incident and Service Requests to support their operations
- Meet Service Level’s outlined by the priority of the Incident or Request
- Use provided tools to accurately reflect the status of Incidents and Service Requests, including internal/external communication as well as effort/labour attributed to specific work
- Work with aligned vendors for standard and escalated Tier 3 Support, including not limited to, return merchandise authorization (RMA) handling
- Plan, document and communicate proposed Incident or Service Request solutions in a professional and consistent manner
- Configure customer equipment as defined by existing documentation
- Help develop, maintain, and continually improve standardized work practices
- Proactively communicate challenges, blocks and/or any customer satisfaction issues within the team.
Qualifications and Experience:
- Diploma or Bachelor’s Degree in Information Technology (IT) or Network Technology or equivalent combination of education and experience
- Minimum of 2+ years’ experience working in an IT-related role with networking and related technologies: routing, switching, wireless, endpoint device management.
- Optional preferred experience with one or more of the following technology areas:
- Security Solutions (Cisco, Juniper, Palo Alto, other)
- Voice, Video and Collaboration (Cisco UC and Webex, Microsoft Teams)
- Data Center and Cloud (Cisco, MSFT Azure, Virtualization, other)
- Endpoint Management (Windows 11, MSFT Intune, Patch Management, other)
- A minimum of 1 associate-level certification, such as Cisco CCNA, Juniper JNCIA, CompTIA or other related and/or equivalent (current and updated)
- Holds a Valid Driver's License
- Demonstrated competence in troubleshooting and documenting various technical problems
- Experienced in understanding customer impact
- Demonstrated understanding of assembly, racking and configuration of networking elements, specifically switches, routers, firewalls, servers, and wireless access points
- Excellent written and oral communication skills, and able to read and write in English in a professional manner
- Strong ability to create professional technical documentation, both written and diagrammatic using tools such as Word, PowerPoint Point and Visio
- Proficient with project and time reporting/scheduling tools
- Strong interpersonal skills; proven team player with ability to deliver outstanding service to customers
- Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision