The Experienced Technical Support Professional position is ideal for candidates with a proven track record for supporting all levels of Information Technology. This position supports a mix of desktops, laptops, servers, printing, networking, firewalls, and related equipment. It is an opportunity for an experienced IT professional that is looking for a company to work for that will listen to them and help them grow further in their careers by supporting them with training and certifications. Whilst hard work and some long hours (not every day) are part of being an IT Professional, it is also important to have work-life balance, and that is what this position is about.

This specific posting is aimed at finding a ROCKSTAR, based in Alberta, specifically in Edmonton and or the sourrounding area, to work from home and occasionally go to client sites in the area. Communications, presentation, and confidence are key to earning our clients’ trust, so you must excel in these traits. Expected Salary is between $50K-$70K year to start. 

We are looking for a generalist, and willing to train on the specific brands and technologies that we deploy, but you need to have a passion for supporting clients and have a work ethic that sets you apart from the pack. If you look at a computer setup and see a rat’s nest of cables and have a feeling that comes over you that you NEED to do something about that, then this position is right for you. Anyone can setup a computer, but only a few will do it well.

About Superion
We are a growing IT Service provider based out of Cloverdale, in Surrey BC. We provide IT support services to small and medium-sized businesses throughout Canada and the US. We believe that the key for success is to deliver an Exceptional Client Experience and achieving that starts with an Exceptional Employee Experience. We believe that our work environment should be equal parts of hard work AND fun, and a place where everyone can collaborate and support one another, with opportunities to advance. We are a family and each person on the team can have input and influence on how things are run. Your voice will always be heard here.

About the Role
Work Schedule:

• 40+ Hours a week
• Monday to Friday (Typically) with flexibility to work Sunday to Thursday, or Tuesday to Saturday
• 9am – 530pm (typically), or 930am-6pm shift schedules

 Job Duties

Remote Support

• Answering help desk calls and responding to help desk emails and tickets.
• Ticketing and documenting all calls, communications, and time spent in service of clients.
• Reviewing open tickets and remedy or escalate tickets as appropriate.
• Create new documentation and maintain current documentation to share new knowledge with the whole team.
• Determine escalation points for specific problems and follow instructions for alerting and escalating team members about client issues.

  Reactive Support

• Troubleshooting and remediation of hardware and software issues for workstations and mobile devices (laptops, tablets, and smartphones) including Microsoft Windows, Mac OS, Linux OS, Android OS, iOS, and other devices and operating systems as clients may require.
• Troubleshooting and remediation of desktop and network printers.
• Troubleshooting and remediation of commonly deployed software such as Microsoft Office Suite, Adobe Reader, Mozilla Firefox, PDF Creator and various other commonly deployed software.
• Troubleshooting and remediation of specialized software used by the clients such as AutoCAD, Sage Business Vision, Accpac, Citrix Clients, and various other specialized software.
• Troubleshooting and remediation of network connectivity and network devices such as routers, firewalls, wireless access points, VPN appliances, mail security and various other network technologies and devices as clients may require.

 Proactive Support

• Manage Ticket, document, troubleshoot and remediate proactively detected issues and routine tasks such as:

• • Monitor for and remove blacklisted software from client equipment.
  • Perform system maintenance tasks such as temp file cleanup, and disk check.
  • Perform operating system and application patches and upgrades.
  • Perform device and appliance firmware updates.

• Document procedures or configurations for supported hardware and software.
• Create/Add/Modify user accounts in Active Directory or other directory structures and devices as needed.
• Create user profiles in various systems: servers, network devices, etc.

  Project Support

• Assisting the Projects Team with elements of design, planning, preparation, deployment, configuration, documentation, cleanup, and support of all levels of projects for both the client and the company as needed.

 About You

Required Skills

• Ability to work independently AND contribute positively to our team.
• Exceptional communications skills (written and oral) with fluency in English.
• Outstanding customer service mindset and skills.
• Extraordinary time management skills.
• Able to follow instructions and listen effectively.
• Strong critical thinking ability.
• One of more of the following:
  • Post-Secondary Education (any completed college, university, or trades program).
  • Relevant IT industry certifications.
  • 2+ years in related work experience (this is not an entry level position).

• Previous experience with CRM, PSA, RMM.
• Class 5 driver’s license
• Presentable and reliable vehicle.

  Why You Should Apply

• Competitive salary.
• Medical, dental and other extended benefits.
• Flex days plus 3 weeks of vacation.
• Investments in training and certification.
• Casual work environment.
• Employee discounts.
• Collaborative environment.
• Team lunches and team dinners.
• Flexible hours.
• Movie nights and other fun events.

 Do you have what it takes?

In your cover letter, we would like to hear why you are applying for the position, and how you feel you would be the best candidate. Please note that only applications received that include a cover letter will be considered.