IT Support Technician

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Position Summary

We are hiring an IT Support Technician for a full-time, long-term position, and are seeking a skilled individual looking to grow with our company. You will be working one-on-one with business clients in and around Kitchener, Waterloo, Cambridge, Guelph, Elmira, and the surrounding areas. Our clients come from various industries, so you will regularly encounter new challenges and opportunities to leverage your existing skills while gaining new ones.

Responsibilities

To succeed at My IT Guy your extensive knowledge of networks, desktop & server support, and customer service will be crucial.

Accuracy, determination, and the ability to work under deadlines are essential.

Some of the duties that you will be responsible for include:

  • Helping clients with their technical issues, and keeping detailed notes about what was done, whether over the phone, remote support tools, or on-site
  • Set up servers and desktops, as well as install applications and migrate client data, ensuring their comfortable with the new environment
  • Troubleshooting Windows 7+, Windows Server 2008+, and network issues
  • Configure routers, switches, printers and phone equipment
  • Ensure client networks and computers are secure at all times
  • Stay current with new and emerging technologies
  • Attend sales meetings and training sessions as required
  • Purchase equipment as required
  • After hours on-call support
  • Other duties as assigned

Soft Skills

Customer service experience:

  • Superb phone communication
  • Good at listening to and otherwise communicating with people
  • Good at understanding technical computer issues
  • Able to walk people through complex steps that they might not understand, while remaining patient, positive, and friendly
  • Comfortable meeting with clients to better understand their technology issues, work on solutions, and recommend ways to improve systems
  • Build lasting customer and coworker relationships

Organizational skills:

  • Able to prioritize multiple tasks when necessary
  • Good attention to detail
  • Good note taking / logging of activities
  • Adaptability to changing priorities and take new direction when needed

Initiative & drive:

  • Excellent problem solving skills, and keen on conquering challenges
  • Works collaboratively with the rest of the team
  • Can work independently but aren’t afraid to ask for help or learn new ways of doing things
  • Willing to work outside of normal operating hours when required

Tech Skills

Desktop Support

  • Migrating user profiles/data to new computers
  • Removing viruses
  • Setting up/troubleshooting printers
  • Troubleshooting email issues
  • Diagnosing and resolving error codes
  • Hands-on familiarity with computer hardware
  • Familiarity with programs like Outlook, QuickBooks, Sage 50, and other line-of-business applications

Server Support

  • Microsoft Server operating systems
  • Active Directory
  • Exchange
  • Remote Desktop Services

Network Support

  • Network diagnostics
  • DNS records
  • VPN configurations
  • Wi-Fi deployment/troubleshooting weak coverage areas
  • Working with Linux command line
  • Familiarity with Ubiquiti/Cisco/SonicWall products

VoIP Support

  • Familiarity with Asterisk (FreePBX and similar)
  • Familiarity with Yealink & Aastra phones

Qualifications

  • Must have at least 3 years hands-on experience in a similar role
  • Must exhibit strength in above Soft Skills
  • Possess strong knowledge of (most) above Tech Skills
  • Able to carry heavy equipment up and down stairs
  • Must have a vehicle and a valid driver’s license