Professional Service Technician (Level 3 Remote)

Position Overview:

We are looking for a remote Level 3 Professional Services Technician who plays a pivotal role within our Professional
Services Department. From a fully remote setting, you will mainly be focused on deploying previously designed IT
solutions, participating in the design/architecture and planning of new solutions. Additionally, you will work on
escalations coming from the support team, especially critical issues. We are looking for a self-starter who will
collaborate with other team members to help identify and prevent problems before they arise. We are a progressive
IT Consultancy offering IT solutions, support, and managed services to SMEs in the GTHA and are looking for an
innovative problem-solver to join our team. This role requires advanced technical skills to troubleshoot complex
issues, implement sophisticated solutions, and provide mentorship to junior technicians.
The ideal candidate will combine deep technical knowledge with excellent remote communication skills and a
commitment to providing superior customer service. The successful applicant will need to be a quick learner who is
able to handle multiple priorities, with a focus on quality. You must be able to provide outstanding customer service
first and foremost while also being able to work your way around a wide variety of IT systems and technologies.
Working Hours: Flexible hours but availability for company and team meetings during core business hours 9 am to 5
pm EST could be required.

Responsibilities:
? Advanced Technical Support: Serve as the primary remote point of escalation for complex technical
issues that junior technicians cannot resolve. Diagnose and rectify advanced technical issues across
various products and platforms, leveraging remote tools and techniques.
? Solution Implementation (Projects): Remotely deploy and configure sophisticated hardware,
software, or technology solutions for clients. Ensure solutions are implemented efficiently and meet the
clients' specifications and requirements.
? Remote Client Communication: Maintain consistent communication with clients, ensuring they are
informed and satisfied throughout the project process. Participate in remote consultations, regular
updates, and post-implementation reviews with clients using various digital communication tools.
Translate complex technical jargon into comprehensible language for diverse client audiences.
? Training and Mentorship: Conduct remote training sessions for both internal teams and clients using
webinars, screen-sharing tools, and other digital platforms. Guide and mentor Level 1 and Level 2
remote technicians, promoting a culture of continuous learning.
? Documentation and Reporting: Develop, maintain, and share detailed documentation of solutions,
troubleshooting methodologies, and best practices for remote service delivery. Involvement in
developing and managing the Standard Operating Procedures (SOP)
? Quality Assurance: Validate and test solutions remotely to ensure they adhere to company standards
and client requirements. Offer insights and suggestions for remote service delivery enhancements,
provide feedback to the engineering and development teams for product enhancements.
? Continuous Learning: Stay updated with the latest technological advancements and industry best
practices. Attend workshops, training, and seminars to enhance technical expertise.
? Project Management: Collaborate with the project management team to ensure projects are completed
on time and within scope. Assist in project scoping, resource allocation, and risk assessment. Manage
client expectations; create and execute project work plans and revise as appropriate to meet changing
needs and requirements.
? Collaboration: Collaborate seamlessly with various departments and global teams in a remote
capacity. Utilize digital collaboration tools effectively for team projects and communication.
? Other assignment as per business needs
? Participate in a rotating on call schedule (afterhours and weekends)
KPIs:
? Remote Tool Proficiency: Evaluation of the technician's ability to effectively use remote support tools,
software, and platforms.
? Knowledge Base Contributions: Number of new articles, solutions, or updates contributed to the
company's knowledge base.
? Billable Utilization Rate: Percentage of the technician's available time that is spent on billable work or
directly contributing to client projects.
? Project Completion Rate: Percentage of projects or tasks completed on time versus those delayed or
overdue.
? System Uptime/Reliability: Percentage of time remote systems and tools are operational and free of
critical issues.

Qualifications, Knowledge and Skills:
? Bachelor's degree in Computer Science, Information Technology, or related field.
? Minimum of 7 years of experience in a professional services technician role, with at least 3 years at a
senior or level 3 position.
? Prior experience in a remote technical support role is a must.
? Relevant industry certifications (e.g., CompTIA, Cisco, Microsoft) are considered an asset.
? Excellent problem-solving and analytical skills.
? Strong verbal and written communication skills.
? Ability to lead and mentor junior technicians.
? Strong organizational and time-management skills.
? Technical Knowledge of:
? Hardware, software, security tools and network infrastructure including:
? UNIX/Linux/iOS/macOS/Android/
? Microsoft client and server operating systems
? Experience implementing routers and switches (Fortinet, Cisco)
? RMM system administration experience (Automate).
? Microsoft SQL Server/Oracle/MySQL
? Active Directory, LDAP, network management (TCP/IP, DHCP, DNS, firewalls), and
printer management servers.
? Cloud services (Microsoft 365, Azure, AWS, Google Cloud)
? Wi-fi setup and wireless security protocols (Meraki, Ubiquity)
? Network and mobile security standards
? Knowledge and experience with virtualization technologies – VMware and Hyper-V preferred.
If you are interested in the role, we would love to hear from you!