service desk analyst Red Deer
Job description
- Why F12?
Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission in 2022 to elevate our employees to a minimum $70K salary within their first 12 months – with career tracks beyond. We aim to do this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, and hard work, and we are looking for like-minded individuals to join us on our journey.
Do you have customer passion and love helping others? Then the Service Desk is the place for you. Working in our Service Desk will give you a sense of belonging, working closely with team members and clients, you bring the right balance of customer service and technical skills. Join our highly technical and experienced group of technicians that work together to solve our clients’ technical issues while maintaining high levels of customer satisfaction. Acting as a single point of contact for all technical support issues, the Service Desk is a fast-paced environment that provides exposure to a wide range of clients, supporting their front-end service desk and technical infrastructure needs. Want to continue to increase your technical knowledge? In the Service Desk you will have the opportunity to tap into other highly skilled resources for on the job learning as well as the opportunity for furthering your career development through training and certifications.
A Tier 2 Technician at F12
As a Tier 2 Technician you will be an escalation point for our tier 1 team members and a point of contact for our clients and vendors. You will be part of the team that forms the core of our service delivery and will have ample opportunity to utilize your technical skills and troubleshooting ability. You will have advanced client knowledge and system knowledge including networking and servers: as well as advanced technical and computer knowledge.
This is a fully remote role with an onsite function, where the successful candidate will be able to travel to different client sites as needed.
-Responsible for end-user support, you will partner with our Clients to resolve their IT issues. This includes challenges like password resets, adding a printer, navigating a server, installing or re-installing programs and assigning users to distribution lists to name a few
-Occasionally works with the project team on Project delivery
-Answering phones with both speed and tact, you are empathetic and articulate when working with Clients. Especially in stressful situations, you ask the right questions and provide relevant and realistic solutions
-Balancing quality with speed, you provide professional verbal and written responses to Clients and update ticket statuses to ensure all team members know things are taken care of
-Escalating tickets when the answer is unclear, you willingly ask for help from your Team Leads or teammates when needed
-With basic security knowledge, you diligently protect Client information and adhere to processes and procedures that do the same
-A strong technical resource, you have a proven history of intermediate to advanced technical knowledge including the ability to troubleshoot server-based software issues with:
- Microsoft Windows Server
- Microsoft Exchange 2007/2010/2013/2016/Office 365
- Microsoft SQL Server (basic understanding)
- Microsoft Terminal Server 2008/2012/2016
- Microsoft Hyper-V and VMWare
- Major AV/Security packages
- Citrix Server
-You bring knowledge and understanding of various server/workstation peripherals and an eagerness to help others with areas of your expertise
-A key part of the team, you utilize your working knowledge of workstation/server hardware and software troubleshooting abilities, DNS, the internet, and mail flow and more
Who You Are
- Minimum 3-years IT Help Desk/Support Experience
- Ability to be on-site as needed
- Ability to work on-call/work after hours occasionally
- A constant learner, you are willing to ask for help and share what you have learned with others
- With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge
- Accountable, you uphold the metrics and standards set by your Team Lead and look for opportunities to improve and advance performance
- Certifications in Microsoft, CompTIA A+/Network+ are an asset; certifications will be required as part of personal and professional development
What You Can Expect From Us
We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:
✓ Health Spending or RRSP Matching
✓ Three weeks vacation plus extra Flex Days
✓ Flexible Work Arrangements
✓ Reimbursements for educational advancement and certifications
✓ Leadership development opportunities and growth coaching
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Red Deer, AB T4N 7C9: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you comfortable working in a role that is fully remote with an onsite function, where you will need to travel to different client sites as needed?
Experience:
- IT Support: 2 years (required)
Licence/Certification:
- CompTIA A+ (preferred)
Work Location: Hybrid remote in Red Deer, AB T4N 7C9
About F12.net
CEO: Alex Webb
Revenue: $25 to $50 million (USD)
Size: 51 to 200 Employees
Type: Company - Private
Website: www.f12.net
Year Founded: 1996
