IT RMM Technician

Esw

39d

About The Position

About ESW - IT Business Advisors ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude Our Core Values To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values. Courageous Spirit - Intentionally moving forward while persevering in a positive manner. Servant Heart - Willingness to put others ahead of us while fostering fellowship with co-workers, clients, vendors and community. Fun Attitude - Approaching our lives in a way which encourages excitement, passion and enjoyment. This position reports to the MSP Manager. Position Highlights Location: Any ESW office (Calgary, Edmonton, Fort St. John, Grande Prairie, Vancouver, Victoria) Type of position: Full Time Hours: 40 hours per week Core Competencies required for this position Communication - clear, professional and effective in both written and verbal communication with clients, co-workers and leadership Collaboration & Teamwork - work effectively with technical colleagues, leader and client teams to deliver integrated solutions Adaptability - adjust quickly to changing client demands, priorities and technologies Analytical thinking - apply structured thinking to assess client needs, define objectives, and scope solutions Documentation & knowledge sharing - develop and maintain high-quality technical documentation to support knowledge transfer and future troubleshooting Client-centric service orientation - consistently meet commitments to service delivery requirements, balancing quality, timeliness and efficiency. Primary Focus RMM Technician for the Managed Services (MSP) department Work with MSP Team to solve problems Provide technical support for MSP services Provide training to other members of the team Job Description Build and maintain an in-depth knowledge of ESW-IT MSP services and offerings Service delivery training Understand and review MSP agreements MSP Operational training tasks assigned by Manager General communications Investigate, troubleshoot, problem-solve and resolve technical MSP related issues Develop and update MSP technical documentation Follow Change Management Procedures when deploying changes to the varying environments Maintain client commitments related to service delivery requirements Assist in the development and delivery of automated Managed Service products Perform other duties as assigned

Requirements

1-3 years of experience as a technical specialist in RMM would be preferred
Post-secondary education in a computer-related discipline would be preferred
An appropriate combination of education and experience may be considered
Documentation skills
Organized with excellent time management skills and attention to detail
Ability to work reliably on their own and as part of a team

Responsibilities

Build and maintain an in-depth knowledge of ESW-IT MSP services and offerings
Service delivery training
Understand and review MSP agreements
MSP Operational training tasks assigned by Manager
General communications
Investigate, troubleshoot, problem-solve and resolve technical MSP related issues
Develop and update MSP technical documentation
Follow Change Management Procedures when deploying changes to the varying environments
Maintain client commitments related to service delivery requirements
Assist in the development and delivery of automated Managed Service products
Perform other duties as assigned