IT Support Technician

Job Description:

RIT200 – IT Support Technician Job Summary We are looking for a service-oriented IT technician to provide remote support for an assigned portfolio of clients while striving to achieve and surpass our service level commitments. Daily responsibilities will include application/desktop support, client backup audits and challenges to enhance your technical skills. Work will be conducted from our downtown Summerside office. Our service desk model is automated with no incoming calls to individuals. Thus, technicians must be both proactive and responsive, initiating email correspondence, screensharing sessions and outgoing calls as necessary for efficient and effective resolution of client service requests. Career growth allows for advanced technical skill development with increasing server/network support while mentoring alongside senior team members. Responsibilities ·   Provide remote technical support for client application, hardware and network issues:

• PCs/MACs, storage devices, printers, switches and servers
• Office 365, Datto, SharePoint, remote desktop, VMware and end user applications on a variety of platforms
• Opportunities to work with senior team members on hardware/software/OS installation, configurations and upgrades; mail migration and office move projects; client onboarding and inventory audits

·   Working closely with senior team members to ensure best practices and proactive planning for client environments, balanced with timely responsiveness to mission-critical emergencies:

• hardware failure, virus outbreaks, cyber attacks, utility interruptions, compromised security/infrastructure

·   Proactively monitor servers, applications and services using a combination of remote tools ·   Follow-up with clients, provide feedback and see assigned issues through to resolution ·   Properly escalate unresolved queries to the next level of support, working closely with senior technical team members or third-party vendors as necessary to resolve outstanding issues ·   Update/close client tickets, maintain client IT documentation and enter daily time records ·   Shift schedules and occasional after-hours work as required Requirements ·  2-8 years of professional technical support ·   Good communication, organizational and time-management skills ·   Strong client service skills and confidence when interacting with executive end users ·   Strong troubleshooting and multi-tasking skills in a fast-paced team environment ·   Working knowledge of service desk software and remote-control software ·   Strong proficiency in English – both spoken and written ·   High School Diploma and at least one of the following: ·   Degree or Diploma in Information Technology, Computer Science or equivalent IT industry certification; experience providing remote technical support in a professional environment ·   All Starport employees must pass a background check within the first month of employment – to be renewed annually Company Profile Founded in 2006, Starport is a leading Managed IT Service Provider (MSP). Our team of 35 professionals provides end user support, network/server administration, cloud hosting and cyber security services to 150 small and medium-sized businesses in major Canadian cities and within our expanding North American market. Our management team has actively developed a strong reputation with a wide range of industries, expanding services to include a security operations center, multiple data center facilities and our remote service desk team based out of Summerside, Prince Edward Island. Each team member contributes to Starport’s success with a rich range of experience from diverse professional and technical backgrounds. We take pride in our work and share a passion for technology. Please visit www.starport.ca for further information. Please submit a soft copy resume, including your target position(s) in both the email subject line and attached cover letter by using the apply button below. Prince Edward Island applicants will be considered before extending invitations to regional and national applicants. We will endeavor to contact qualified candidates within 5 business days to schedule a telephone interview.