Job Summary

We are looking for a service-oriented IT technician to support remote client users and environments while striving to achieve and surpass our service level commitments. Daily responsibilities will include technical support, process monitoring and challenges to enhance your technical skills. Work will be conducted from our Prince Edward Island Service Desk (downtown Summerside). Technicians must be both proactive and responsive, initiating email correspondence, screen sharing sessions and outgoing calls as necessary for efficient and effective resolution of client service requests. Career growth allows for advanced technical skill development with increasing server/network support while mentoring alongside senior team members.

Responsibilities

• Provide technical support for client application, hardware and network issues:
  • PCs/MACs, printers and storage devices; network connectivity troubleshooting
  • Office365 suite of products, VPN, anti-virus products, remote desktop and a variety of end user applications
  • opportunities to work with senior team members on hardware/software/OS installation, configurations and upgrades; client onboarding, mail migration projects and inventory audits
• Working closely with senior team members to ensure best practices and proactive planning for client environments, balanced with timely responsiveness to mission-critical emergencies:
  • hardware failure, virus outbreaks, cyber attacks, utility interruptions, compromised security/infrastructure
• Proactively monitor servers, applications and services using a combination of remote tools
• Follow-up with clients, provide feedback and see assigned issues through to resolution
• Properly escalate unresolved queries to the next level of support, working closely with senior technical team members or third-party vendors as necessary to resolve outstanding issues
• Update/close client tickets, maintain client IT documentation and enter daily time records
• Shift schedules: 8hrs +break, Mon-Fri, earliest start 8:45am to latest finish 9:15pm

Requirements

• Good communication, organizational and time-management skills
• Strong client service skills and confidence when interacting with executive end users
• Strong troubleshooting and multi-tasking skills in a fast-paced team environment
• Working knowledge of ticket systems (CRM), remote management tools (RMM) and screensharing tools
• Strong proficiency in English – both spoken and written
• High School Diploma and at least one of the following:
  • Degree or Diploma in Information Technology, Computer Science or equivalent
  • IT industry certification
  • experience providing remote technical support in a professional environment
• All Starport candidates/employees must pass a security background check (to be refreshed annually)

Company Profile

Founded in 2006, with headquarters in Toronto, Starport is a leading Managed IT Service Provider (MSP) in Canada. Our growing team of more than 50 professionals provides end user support, network/server administration, cloud hosting and cyber security services to more than 125 small and medium-sized businesses in major Canadian cities and across North America.

We take pride in our work and share a passion for technology. Please visit www.starport.ca for further information.

RIT200 – IT Support Technician

Experience: 2+ years of professional technical support

Compensation: $20.00/hr to $22.50/hr + health benefits plan