IT System - Escalations Technician

AlphaKOR • Calgary, AB

4d • Remote

About The Position

AlphaKOR was founded in 1995 and specializes in simplifying information technology to help our customers succeed. We combine these technologies into a managed service to provide our customers with the equivalent of a Fortune 500 IT Department to help drive, accelerate, protect, and future proof their businesses. Our guiding philosophies dictate a balance between creating the ultimate experiences for our customers, our teammates and ourselves. As a multi-award-winning company, we have a proven track record of success by merging the worlds of people, processes, and technology.

Requirements

• A University level Computer Science degree, or a College level Computer Systems Technology diploma, plus a minimum of 2-3 years field experience
• CCNA strongly preferred
• Strong English written and verbal communication skills required
• Knowledge of the implementation, maintenance and troubleshooting of the following processes: VPN, routers, firewalls, switches, wireless, MS Server, SAN, MS Exchange, Terminal Services, MS Active Directory, virtualization, fault tolerance, disaster recovery and data backup
• Take pride in tasks, earn respect through actions, go beyond job expectations, and lifelong learners

Responsibilities

• Provide support for customers and internal staff in resolving technical issues
• Communicate effectively with customers and internal staff ensuring an exceptional customer and co-worker experience
• Demonstrate excellent self-management skills by managing loose-ends and task follow-through
• Perform timely administration using concise technical writing techniques that provide the customer and internal staff with professional documentation
• Work with senior staff for advanced-level projects, break-fix and work order implementations
• Remote, in-house and onsite work orders for workstations, printers, servers and connectivity equipment
• On-site assistant for project implementation
• Preventative maintenance for workstations, servers and printers
• Break-fix
• RMM deployment
• Cloud services deployment
• Administration for workstations, servers, printers and network connectivity equipment
• Routing and connectivity equipment implementation and repair
• Workstation in-house preparation
• Ticket self-management and additional request follow-through
• Exceptional administration, documentation and communications
• Escalation for lower tiers
• Exceptional work ethic to ensure problem has been resolved and client is fully satisfied
• Perform post-resolution follow-ups with end-user and team members as required
• After-hours rotation
• Team support for after hours

Benefits

• Competitive wages and benefits
• RRSP matching
• Mileage reimbursement or use of company vehicle for off-site service work
• Discounts on personal computer purchases
• Opportunities for continuous learning, company subsidized training, mentoring, and internal growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree