The Job Description

Full Time

About Linkatech

Linkatech is a strong provider of outsourced Managed IT and Telephony Services and Support. Founded in 2003, we have had over a decade to learn and align our goals with our clients:

How To Apply

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Linkatech is excited to announce a recent opening in our support team!

Job Title: Systems Administrator
Department: Service and Support
Reports to: Service Manager

***If these points do not excite you, feel free to carry on to the next post***
• We are in a rapid growth period, pushing to the next level of sustainability and profitability
• You will be expected to (as we all are) assist in defining and refining our ever changing processes

This is not a new role, but one that is currently shared between a few members of our support team. You will be joining our Tier 2 team and allowing current members to take on new initiatives. You will be working intimately with our clients remotely and at their sites and desks to resolve issues or install new systems. You will have a desk at our office in a room with 3 other servant hearted technicians who are eagerly awaiting your arrival. We are looking for technicians that are excited about this tight team based environment and the opportunity for growth and learning.

Linkatech is a strong provider of outsourced Managed IT and Telephony Services and Support. Founded in 2003, we have had over a decade to learn and align our goals with our clients:

1. Mitigate risk and provide peace of mind through security, backup and disaster recovery solutions.
2. Increase profitability and enforce competitive edge through efficiency of business process and systems.
3. Increase productivity and rely on a long term partnership through fixed fee proactive Managed Services and Support.

Our vision is to build a legacy defined by a team that exemplifies strong values, servant hearts and successful clients. As such, we are happy to support our local community by volunteering at the Gateway of Hope soup kitchen on a regular basis. We have designed our culture around the correlation between a positive workplace and a productive workplace, and as such have regular team building events such as annual camping trips, Christmas parties, summer events and more. This is a fun and energetic team of professionals who enjoy building on our existing efficiencies. Our team will have just as much of a say in any new hires as team chemistry and culture is a crucial aspect of Linkatech’s success.

This position is key to us meeting our service level objectives with our clients. You will be a Tier 2 support technician with a hybrid of computer (PC and Mac), network and phone systems. Where possible you will troubleshoot and support systems using remote tools. Onsite visits will be required to setup and migrate equipment and to support systems where remote access is unavailable. A valid BC Driver’s License and vehicle is a requirement. Experience with ConnectWise and LabTech is an asset but Mac support experience is a requirement.

• Work in a team and communicate effectively
• Remote and onsite support of PC and Mac based office networks
• Installation and migration of computers, printers, networks
• Troubleshoot server and network related issues
• Troubleshoot PC and mobile device issues
• Communicate with customers as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages
• Conduct technical support in line with documented procedures; identify improvements to documentation and implement and communicate as necessary
• Ensure fast turnaround of customer requests
• Escalate service requests that cannot be scheduled within agreed service levels
• Work with monitoring software to coordinate service requests and identify and resolve issues before downtime occurs
• Entering time and expenses in ConnectWise as they occur
• Enter all work as service tickets into ConnectWise
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

• Improve customer service, perception, and satisfaction
• Improve usage and increase productivity of IT support resources
• Use communication channels to inform team of important issues and information which will help improve team performance

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Must have skills and experience:
• Minimum 3 years experience in helpdesk/support, onsite and remote role in mixed PC & Mac IT environments
• Experience troubleshooting and resolving hardware, software, systems and network issues
• Knowledge of IT systems including servers, desktops, routers, switches (and firewalls an asset )
• Familiarity of a range of diagnostic utilities, including various Remote Management / Monitoring (RMM) applications
• Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
• Ability to multi-task and adapt to changes quickly
• Interpersonal skills such as telephony skills, communication skills, active listening and customer-care
• Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
• Strong troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users; Ability to conduct research into a wide range of computing issues as required
• Must be able to work well with stringent deadlines and possess good organizational skills
• Must be detail-oriented with a strong work ethic focused on providing a positive customer experience
• Must have CompTIA A+ and Microsoft MCP Certification

Desired skills and experience:
• 3 years experience in Managed Service provider space
• 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
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment
• Experience with Microsoft Lync and SharePoint are an asset
• CompTIA Network+, SEC+ or Microsoft’s MCSA and MCSE are an asset

This job operates in many professional office environments. This role routinely uses standard office equipment such as computers, laptops, phones, networking equipment and servers. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit at a desk, stand or walk, type, move deliveries to back room, carry computers, server and printers etc.