At Flynn, it's not just a job, it's a career
We are looking for an IT Service Technician to join our team to work from our Vancouver office, reporting to Director, IT Operations. The primarily focus of this role will be on handling day today end user tickets and user queries, end user computing hardware and application management and troubleshooting (including mobile device, printers, and computers). The role will require a mix of technical, strong communication, and customer service skills.
We are a collaborative and innovative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer experience. We stand proudly for our people and support their success through career development and advancement.
What we offer
- Funded training and development program
- Very well-equipped on-site gym
- Dental and supplemental medical plan
- RRSP contributions
- Employee and Family Assistance Program
- Subsidized onsite cafeteria with excellent food choices!
- Free parking and EV Charging facility
- Family Events and Flynn Fest
Responsibilities
- Respond to telephone calls, e-mails, and other technical support requests in a timely manner
- Provide excellent customer service and demonstrate courteous and professional behavior
- Demonstrate an excellent problem-solving skills and ability to provide creating solutions to meet end user needs.
- Ensure that all support requests are appropriately recorded, triaged and managed within the ticketing system, including decisions and actions taken to achieve a successful resolution
- Prompt escalation of tickets to the appropriate teams or individuals and follow-up on open issues to ensure a satisfactory and timely resolution is achieved
- Ensure the ongoing protection and integrity of the IT systems
- Manage, deploy, secure and support computers, peripherals, software, printers, telephony, mobile devices and other technologies
- Evaluate, recommend, create and maintain knowledge base articles and documentation for end user and IT agent use
- Maintain and update inventory and receipts of all end user hardware
- Other responsibilities and project tasks as assigned
- Must be available to work rotating schedules which include evenings, and some weekends and holidays
- Some travel within North America may require
Technical Skills Required
- Proven problem-solving abilities and cloud computing knowledge
- Expertise in the installation, configuration, and troubleshooting of computer hardware, network enabled multifunction printers, audio/visual equipment, telephony and mobile devices
- Proficient with the setup and troubleshooting of Windows and mobile device operating systems
- Experience with Windows Server file and printer administration
- Experience with client-side application and software support such as Microsoft 365 Apps for Enterprise, manufacturing/engineering software (i.e., AutoDesk, BlueBeam), various collaboration solutions such as MS Teams app and Room System.
- Familiarity with MS Dynamics SL and SAP SuccessFactors an asset
- Provide troubleshooting for various types of service requests, incidents, and problems
- Experience with vulnerability management such as computer/software patch management tools, investigating and remediation of malware and other security incidents on end points is and asset.
- General knowledge of a range of diagnostic and logging tools to troubleshoot and resolve hardware, software, and network issues on end points
- Creation of knowledge base articles for end users and fellow team members
- Ability to write-up of end user walk-through/how-to documentation for all technologies supported by the IT team
- Knowledge of deploying and managing computers using Intune/Autopilot an asset
What we are Seeking
- A self-starter, a passion for IT and the ability to work in a dynamic team environment
- Degree or diploma in Computer Science/Networking or related field
- 2+ years IT support related work experience
- Microsoft or other industry certifications such as A+, N+, ITIL considered an asset
- Proven analytical and problem-solving skills
- Excellent communication skills (written and verbal)
- Excellent interpersonal skills
- Willing to speak up and share ideas with the team
- Be able to give and take criticism
- Ability to work in a dynamic team environment and independently
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Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building’s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.
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Last updated on Oct 10, 2024