It Field Technician/Help Desk Technician In Vancouver, Bc

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Field Technician /Help Desk Analyst for GTA
Job Description

• Are you the kind of person who as a kid took apart computers to see how they work?
• Does helping people make you feel great?
• Do you enjoy variety in your work week where you have the possibility to work at the help desk and in the field?

If you answered yes to all of the above, we want to talk to you!

We are looking for an enthusiastic, customer focused, Field Technical Support Analyst to join our team.

About BlueBird …

BlueBird iT Solutions, A WellStar Company, is a fast-growing IT support company specializing in health care IT. We are a Growth 500 company and rapidly expanding across Canada. Our clients range from single physician offices up to hospitals, Health Care Software vendors and everything in between. For motivated individuals, our rapid growth offers the opportunity for learning, growth, and career advancement. We also offer a competitive compensation package as well as dental and medical benefits.

About the position . . .

This is a position where you will work mostly in the field as a technician and at the help desk when not on assignments. As our HQ is situated in Toronto, this is a remote/work from home position for your area.

We're on the lookout for a versatile IT professional to fill a critical hybrid role that merges on-site technical support with help desk operations. Ideal for those who excel in dynamic settings, this position offers a blend of direct client service and remote troubleshooting, ensuring broad exposure and continuous learning.

In the Field: You will be our frontline, providing essential on-site support that includes assessments, installations, upgrades, repairs, and troubleshooting of complex IT infrastructures. A proactive and client-focused approach is essential for success.

On the Help Desk: Joining our help desk team, you'll address client IT issues via email, phone, or our client portal. Your ability to understand, communicate, and resolve technical challenges will play a crucial role in maintaining our reputation for exceptional client service.

The Nitty Gritty . . .

Key Responsibilities for Field Work Assignments . . .

Setup and Configuration:

• Handle basic to advanced setup and configuration of network equipment, including modems, routers, and switches.
• Install and configure hardware in a networked environment, ensuring optimal performance and connectivity.

Client Onboarding and Troubleshooting:

• Follow a structured work plan for onboarding new clients and troubleshooting incidents onsite.
• Perform on-site repairs, installations, and client onboarding processes, ensuring minimal disruption to client operations.
• Collaborate with other team members and departments to ensure seamless service delivery.

Documentation and Reporting:

• Accurately and promptly document actions and solutions in our CRM system.
• Provide detailed reports on the work performed and any issues encountered, ensuring transparency and clear communication.

Client Communication and Management:

• Communicate effectively with clients before, during, and after the installation process, explaining the work plan and the results.
• Manage client expectations, ensuring a high level of customer satisfaction and maintaining professionalism at all times. www.bluebirdinc.com

Maintenance and Cleanliness:

• Maintain a clean and organized work area, both during and after the completion of projects.
• Ensure all tools and equipment are properly maintained and stored.

Key Responsibilities for Help Desk . . .

Provide Prompt and Efficient Support:

• Deliver timely and effective help desk support when needed, ensuring minimal disruption to clients' operations.
• Address client inquiries and technical issues promptly, maintaining a high standard of customer service.

Structured Call Flow:

• Follow our structured call flow process to quickly identify, resolve, or escalate issues.
• Ensure each step of the call flow is adhered to, providing consistency and reliability in support services.

Active Communication:

• Stay actively engaged with all BlueBird IT Solutions Inc. communication channels, including phone, email, and chat.
• Respond to client and team communications promptly, ensuring clear and effective information exchange.

Flexible Ticket Management:

• Manage support tickets efficiently, including the ability to reassign tickets during transitions between field and help desk roles.
• Prioritize and handle multiple tickets simultaneously, ensuring timely resolution and client satisfaction.
• Document all actions and resolutions in the ticketing system accurately and in real time.

Collaboration:

• Work closely with other team members to share knowledge and support complex issues.
• Collaborate with field services and help desk teams to ensure seamless transition and follow-up on client issues.

We're Looking for Someone With: A minimum of 4 years in IT help desk or technical support roles.

• Certifications such as ITIL v3 Foundation, A+, Network+, or Sec+ are advantageous.
• A college degree in Computer Science.
• Outstanding communication and interpersonal skills.
• Fluent in English, with strong documentation skills.
• The ability to multitask, organize, and solve problems efficiently.
• A readiness to learn, take responsibility, and maintain professionalism.
• Access to a reliable vehicle, a clean driving record, and a valid Ontario driving license.

Technical Proficiencies and Desired Knowledge

Due the practical and hands-on aspects of the position, degrees in Network Administration, or even specialized programs in System Administration are more desirable. We are looking for applicant who have:

• Advanced knowledge in networking, including setup, configuration, and troubleshooting of modems, routers, and switches.
• Experience with routing, switching, and connectivity issues.
• Familiarity with firewalls, Windows and Mac systems, printers, and server management.

Bonus: Experience or knowledge of FortiGate, N-central, and ConnectWise, MS 365 Administration

Duties are indicative only and may change as business requirements demand.

Job Types: Full-time, Permanent

Pay: $49,000.00-$54,000.00 per year

Benefits:

• Dental care
• Extended health care

Experience:

• IT Solutions/Help Desk: 2 years (required)
• Field Tech IT: 2 years (required)
• Onsite Troubleshooting IT networks: 2 years (required)

Licence/Certification:

• Driving Licence (required)

Work Location: On the road