IT Field Technician

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Our client, a central Toronto based leading IT support and managed services provider, is looking for a Field Technician to join their team.  This role provides support to customers remotely and on-site.

Territory: Field technicians are responsible for clients that are primarily in and around the GTA.  There will be occasions where the onsite visits may require technicians to travel outside of the standard territory.

Hours:  Standard hours of business are 9:00 am – 5:00 pm.  There will be occasions where technicians will be required to take part in additional work hours.  Compensation for additional work hours will be provided as discussed in the afterhours payment policy.

 Duties:

Remote Support Duties:            

–           Provide help desk support remotely during business hours and while on call after hours

–           Provide proactive remote support – includes backup job monitoring, use of remote monitoring tools, patching, etc.

–           Responsible for remote after-hours projects from home

 

Onsite Support Duties:

–           Onsite proactive maintenance at client sites across the GTA and surrounding areas

–           Onsite ad-hoc service based on customer requests

–           Coordination of any changes to scheduling with the scheduler

 

Additional Duties

–           Provide 24 hour on call service as a part of a rotation with the rest of the team

–           Participation in projects during business hours and after hours as required for client accounts assigned to you, as well as assisting in projects with other customers

–           Work with Account Managers to provide best possible solutions to customers

–           Provide Tier 2 support for helpdesk staff

 

Expectations:

It is expected that all Field Technical support staff will ensure that their clients IT needs are supported in the best possible manner at all times. It is expected that all clients will have, at a minimum, environments that are being monitored by itControl suite, have their computers and servers fully patched (unless otherwise discussed), firewalls that have all updates installed and are configured properly and antivirus solutions that are configured to be centrally managed and operational as per direction from the Technical Services Manager. Furthermore, it is also expected that all clients will have working backup systems in place that are being monitored regularly.

There is an expectation that all work being done at a client site, either physically onsite, or remotely, will be documented in detail on work orders. Work orders are required whether the work is billable or not billable and they are used to monitor technician productivity.

With regards to escalations, technicians are expected to assist other staff without “pushback” and to keep the client’s best interests in mind.

 

Technicians are also expected to document fully all client sites and keep documentation updated.  This documentation includes but is not limited to location of licenses and software, instructions to install nonstandard software, server and workstation configuration, and any other items that may assist either the field or helpdesk technical teams.

Fulfillment of expectations will be audited on a regular basis.

Compensation:

Salary: 40 – 70k, ability to earn extra pay via after-hours coverage, benefits,

Vacation: 15 PTO days

We thank all those who apply however, only applicants chosen for an interview will be contacted. Candidates must be legally eligible to work in Canada without sponsorship. Job ref #APFLDTECH180124.