The Job Description

Matrix Connectivity Solutions
Full Time

About Matrix Connectivity Solutions Inc.

Matrix Connectivity Solutions Inc. is a growing customer-focused professional service company, providing exceptional computer and network support. We are currently seeking individuals who are friendly, enthusiastic, and have the desire to excel in both their professional and personal lives. We offer a competitive salary, incentive programs, -- as well as an assortment of training resources, consistently updated equipment, and a casual work environment.

How To Apply

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Due to our steady growth and commitment to our customers, the best IT Consulting firm in the Vancouver Area is currently looking to fill the position of a Service Manager and Senior Engineer

Are you interested in a career in Information Technology at Matrix Connectivity Solutions Inc.?


Why Work at Matrix Connectivity Solutions Inc.?

Are you an IT Support professional, bored with the day-to-day routine and hierarchy of most corporate environments, we offer an alternative. Matrix Connectivity Solutions Inc. is the area’s largest and most experienced IT firm, with a consistent growth history and a financially stable small business environment where your work really does matter and is appreciated!


Check us out if you:

•want to join the best Computer Services and Network Support company in the Vancouver Area, and enjoy an awesome company culture with friendly co-workers that focus on success for the entire team.
•are interested in working at an outstanding northwest suburban location that offers comfortable working conditions and a casual environment.
•want to develop a strong sense of accomplishment and the feeling that what you do really matters!
•are looking for a competitive compensation structure that rewards top performers.
•are a key contributor that enjoys being rewarded for your effort!!

We have strategic relationships with the best industry manufacturers, vendors, and distributors, such as Lenovo, Dell, Storage Craft, Juinper, Cisco, HP, SonicWALL and Microsoft; providing you all the tools, products, services, and training options required to get the job done right the first time! Since 1990, Matrix Connectivity Solutions Inc. has been a leading provider of Technology Solutions and Services in the Vancouver and surrounding areas. We are searching for energetic, professional individuals with certified technical and professional backgrounds, who possess superior customer service and support skills.


Join the Matrix Connectivity Solutions Inc team today!

•Competitive wages
•Employee Recognition
•Bonuses & Incentives
•Sales Commissions
•Tuition Co-op
•Training Programs
•Corporate Apparel
•Discounted Hardware Purchase Program
•Most importantly our culture, read about it at


Job Requirements:

•Manage the service delivery team’s daily activities as well as the dispatch process of service requests
•Interface with appropriate technical personnel for client problems that cannot be resolved effectively
•Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
•Contribute to the continuity of computer services by providing the necessary technical leadership
•Drive problem investigations and resolution as required
•Design and maintain process documentation for the service delivery team
•Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
•Responsible for service scheduling, escalation and client satisfaction
•Active role in daily management of all services calls
•Ensure quality and profitable services are performed to the agreed SLA
•Administration and Management of Remote Monitoring Tool (Kaseya, N-able, LabTech, etc.)
•Administration and Management of Professional Services Automation Tool (ConnectWise)
•To ensure that systems, processes and methodologies are followed according to company guidelines
•To provide reports on an agreed schedule to Senior Management and clients
•Identify trends and develop strategies to support these trends
•Assist in the development of technical support engineers from a career perspective
•To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)


Desired Qualities:

• Outstanding customer service skills
• Stable work history
• Excellent communication skills at technical and non-technical levels
• Attention to detail and quality of work
• Agreement to non-compete & confidentiality agreement
• Advanced troubleshooting skills
• Professional appearance
• Adept at utilizing resources and finding solutions
• Occasional heavy lifting


Desired Skills & Experience:

•Experience supporting Microsoft Office
•Experience supporting Windows 7 Professional & Enterprise
•Experience using a PSA tool, such as AutoTask, ConnectWise, TigerPaw
•Experience using an RMM tool, such as Continuum, Zenith, Kasaya, N-Able, GFI Max, LabTech
•Experience with firewalls, managed switches, VPNs, VLANs, etc.
•Experience in setting up and troubleshooting complex network/firewall scenarios.
•Knowledge and experience in cross-functional management methods and techniques
•Knowledge of IT applications, processes, software, and equipment
•Strong organizational, presentation, and client service skills
•Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
•Skill in planning and preparing written communications
•Skill in leading people and getting results with a strong client orientation
•Ability to multi-task and adapt to changes quickly
•Ability to work in a team and communicate effectively
•Service awareness of all organizations key IT services for which support is being provided
•Understanding of support tools, techniques, and how technology is used to provide IT services
•Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCITP, Citrix CCEA or CCIA, SonicWALL SSA, Cisco CCNA, or VMware
•Willing to work occasionally and/or be on call overtime, holidays, and weekends


• Learn our business model and service offerings
• Communicate our service offerings to prospects & clients
• Provide services for our clients
• Document work in a timely and understandable manner


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