TechShare Group Inc. is seeking a talented System Technician to join our Managed Services team. This position, reporting to the head of Managed Services, will be primarly responsible for ensuring our clients receive exceptional customer service and IT support. 

When TechShare clients have a problem, we do whatever it takes to fix it. We set our goals around those of our clients, and only count a win when our clients can do the same. We take our relationships with our clients very seriously- it's like when your crazy aunt and uncle show up at your soccer game and embarrass you with how loudly they cheer. When our clients cross the finish line, so do we.

Our top performers are able to adapt to any challenge our clients throw at us. They can think on their feet and provide options for solving problems. They aren't afraid to scrap poor solutions and start fresh when it makes sense. 

Your Typical Day

• You get to the office or client site at 8am, ready for the day.
• On the system is a ticket from an early-bird in the office who is having trouble with their email, so you help them out with that. 
• You scrum with the team at 10am where you talk about what you did yesterday, what you're doing today, and any obstacles you are facing. 
• The day brings some complex issues that are holding end-users up, so you work with your team to get those resolved as soon as possible. 
• You learn something new and interact with new staff members.
• You have lunch while keeping an eye on the tickets coming in throughout the day. You are committed to resolving them quickly and efficiently. 
• You teach an end-user how to set up a network drive, and then how they can better manage their calendar. Then you set up their email on their phone. They are very appreciative. 
• You make progress on the hardware audit and wrap up your day around 5pm. This is your on-call week so you make sure you are set up for ticket alerts. 

Your Responsibilities

• Serve as the first level of contact for troubleshooting and responding to end-users via telephone, email and ticketing system
• Provide accurate, time sensitive, and effective solutions for end-user computer problems, productivity applications, printers, and smartphones
• Problem solve around obscure technologies and complex issues in a creative way
• Monitor ticketing system and resolve tickets in a timely manner
• Adhere to support policies, processes, and procedures
• Provide education and training to customers, as necessary
• Audit and maintain an accurate hardware inventory of assets managed by the company
• Attend daily scrums with the Team
• On-call rotation as required

How You Got Here

• Degree or college diploma in information technology
• 2 - 5 years career experience
• Client-focused with a positive, service-oriented attitude
• Ability to work independently with direction or as part of a team
• Windows, Mac, Linux, network experience required
• Experience supporting cloud technologies such as Google Apps/Office 365
• Valid driver's license and reliable vehicle required

Qualified candidates interested in this position are invited to submit their resume to systemstech@techshare.ca.