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ABOUT THE COMPANY

IT-Specialists.ca is a tech company that delivers professional IT services to residential and commercial clients in Calgary and surrounding areas up to 65km away, with plans of expanding to other Canadian cities. We help clients acquire, configure, install, operate and troubleshoot technology. Furthermore, we focus on hardware and software that is critical to the daily operations of most households, home-based businesses, small-to-medium-businesses (“SMB’s”) and small-to-medium-enterprises (“SME’s”). Although we focus on residential in-home and commercial on-site services, we also provide remote services (via the Internet) to customers anywhere in Canada.

COMPENSATION SUMMARY

• $25 to $40 per hour for hourly gig work on a subcontractor basis, depending on education, training, certification and work experience;
• Ability to transition to part-time or full-time as demand grows for your services (i.e. $50,000 to $80,000 per year based on 40 hours per week for 50 weeks);
• Potential to increase hourly/annual compensation in the future by providing more advanced IT services that command higher hourly rates from commercial clients;
• Travel Fee of $10 is paid for each residential in-home or commercial on-site service call within Calgary; add $1 per km (in one direction) for service calls in surrounding communities up to 65 km away.

JOB DESCRIPTION

IT-Specialists.ca (the “Company”) is looking for reliable and enthusiastic Technical Support Representatives (“TSR’s”) in the Calgary area to provide installation, configuration, testing, troubleshooting, repairs, upgrades, maintenance, consulting and/or support in one or more of the following skill sets:

• Computers (PC & Mac);
• Hardware (i.e. printers, scanners, copiers, servers, hard drives, switches, routers, access points, firewalls, monitors, modems, peripherals, telecom, mobile, Wi-Fi);
• Networks (LAN’s, WAN’s, mainframes, workstations);
• Security (i.e. virus removal, cyber security, firewalls, VPN’s);
• Data & Databases;
• Point-Of-Sale (“POS”) Systems;
• Productivity & Software (i.e. Outlook, Office, 365, Exchange, Teams, Active Directory, Gmail, Meet, Workspace, Zoom, SharePoint, ERP, AI);
• Web Development, WordPress & WooCommerce;
• Photoshop, Online Marketing, SEO.

Primary tasks will include speaking with clients to better-understand their technology needs or issues; performing residential in-home or commercial on-site service calls; providing expert services in a fast and efficient manner; following best practices and standard operating procedures; providing exceptional customer service to attain the highest degree of customer satisfaction; and preparing the invoice and accepting payment upon completion. Certain services may also be provided remotely (via the Internet), without the need for in-home or on-site service calls.

TSR’s will work from home on a subcontractor basis, beginning with hourly gig work in their spare time. As demand grows for their services (and depending on their performance), TSR’s will have the option of accepting more service calls based on their ideal work schedule (i.e. part-time, full-time or more). Furthermore, TSR’s will have the option of relocating to other Canadian cities as the Company expands. Compensation will start at $25 to $40 per hour (depending on education, training, certification and/or work experience). This would equal $50,000 to $80,000 per year based on full-time service calls in the future (i.e. 40 hours per week for 50 weeks). TSR’s may be able to increase their hourly/annual income in the future by providing more advanced IT services that command higher hourly rates from commercial clients. Please note that a Travel Fee of $10 is paid for each residential in-home or commercial on-site service call within Calgary; add $1 per km (in one direction) for service calls in surrounding communities up to 65 km away.

This role is ideal if you already have income, but would like to start building a long-term career in your spare time. You can work from home, earn more per hour and eventually focus on the services and clients YOU are passionate about; in the communities or Canadian city where YOU would like to operate; and on a schedule designed by YOU for work/life balance. Here are some examples of different long-term goals for different TSR’s (individual goals may vary):

• TSR #1) Start with residential services in Calgary and eventually transition to more advanced commercial services at higher hourly rates in another Canadian city. Work in the fall, winter and spring but vacation every summer;
• TSR #2) Eventually provide services in a warmer climate like Kelowna, Penticton or Southern Ontario. Casual work schedule of 4 days per week with every Friday, Saturday and Sunday off;
• TSR #3) A post-secondary IT student who’s interested in hourly gig work to help pay for tuition. Transition to full-time after graduation. Long-term goal to gain work experience with major commercial clients and eventually get hired by one of those clients in a full-time senior position;
• TSR #4) Generate significant annual income by participating in promos to rapidly build a large client base. Interested in service calls anytime, anywhere in Calgary to maximize income;
• TSR #5) Get in on the ground-level with the Company and work as a subcontractor initially, but transition to a full-time salaried position (i.e. support-desk or management) as the Company grows;
• TSR #6) Currently working at another IT firm, but unhappy with the people, pay, clients, services, geographic area and/or work schedule. Would like to start with hourly gig work in their spare time and build a long-term career designed by them. Will eventually transition to full-time as the client base grows.

For each TSR, we would like to better-understand your long-term goals so that we can discuss potential paths to help you get there. We believe this is the best way to build a team of TSR’s that LOVE what they do and are more likely to go the extra mile for clients. To apply, you must have at least ONE of the skill sets outlined above; you must be highly proficient in the services you’d like to provide; you must be EXCELLENT at problem-solving and troubleshooting; you must be passionate about providing SUPERIOR customer service; you must be willing to follow best-practices and standard operating procedures; you must be a team player; and you need to have an appropriate level of education, training, certification and/or work experience related to the services you’d like to provide.

KEY BENEFITS

• Keep your current job and supplement your income in your spare time;
• Build a long-term career based on IT services and clients YOU are passionate about; in the communities or Canadian city where YOU want to operate; and on a schedule designed by YOU for work/life balance;
• Get paid more per hour than industry-standard hourly rates for similar services;
• Potential to increase hourly/annual compensation by providing more advanced IT services that command higher hourly rates from commercial clients;
• Work from home as a subcontractor to maintain full control over your schedule and services;
• Ability to add more services to your portfolio in the future (as you learn the necessary skills);
• Choose the service area where you’d like to operate (i.e. all of Calgary; or only certain postal codes, quadrants or surrounding communities);
• Option to relocate to other cities like Kelowna, Penticton, Vancouver or Toronto in the future;
• The services, clients, service area and work schedule you build over the long-term will allow you to drive your annual income;
• Get in on the ground-level with a national IT service provider, with significant opportunities for advancement in the future;
• Option to participate in promotions and/or events to rapidly build clientele;
• Travel Fee for residential in-home or commercial on-site service calls;
• Option to provide remote services as the client base grows.

RESPONSIBILITIES

The following responsibilities may vary depending on your skill set and the services you’d like to provide:

• Develop an understanding with the Company regarding the services you’d like to provide; the geographic area you’d like to focus on; and the hours and days you’re available;
• Communicate with the Company via email, telephone, mobile phone, video calls and/or in-person;
• Be on-call to respond to client inquiries and/or provide services during the hours and days you’re available;
• Respond to client inquiries within the designated response time to better-understand their technology needs or issues; provide an estimate of the time required; and book an appointment if they’d like to proceed;
• Communicate with clients via email, telephone, mobile phone, video calls, remote access software and/or in-person;
• Only accept service calls if you can perform the service and/or resolve the issue by yourself in a fast and efficient manner without escalating to a more experienced TSR;
• Use your home office as your base for providing residential in-home, commercial on-site and/or remote services for clients;
• Provide timely in-home or on-site service calls in the geographic area you’d like to focus on (i.e. all of Calgary; or only certain postal codes, quadrants or surrounding communities);
• Provide timely remote services (via the Internet) to assist clients anywhere in Canada;
• Use remote access software (if necessary) for providing remote services;
• Perform troubleshooting through diagnostic techniques and pertinent questions to identify problems and implement solutions quickly and efficiently;
• Consult user guides, technical manuals, third-party vendors, third-party websites and/or documentation to identify problems and implement solutions quickly and efficiently;
• Educate clients on technical issues and solutions, regardless of their level of technical expertise;
• Determine and recommend which products or services best fit the client’s needs;
• Perform or facilitate a complete solution with installation, configuration, testing, troubleshooting, repairs, upgrades, maintenance, consulting and/or support if required by the client;
• Obtain client’s pre-approval for any additional costs before proceeding;
• Own and accept responsibility for client problems; champion client issues to resolution;
• Ensure the client is 100% satisfied upon completion;
• Prepare the invoice and accept payment upon completion;
• Contribute to the ongoing development and refinement of best practices and standard operating procedures to elevate the client experience and enhance client satisfaction;
• Maintain the highest levels of customer service to develop long-term, loyal clients;
• Maintain detailed records/logs in our system regarding client inquiries, service calls and appointments;
• Collect, organize and maintain a Problems & Solutions log for use by all TSR’s;
• Upgrade your education, training and certification as new technology is introduced; or if you’d like to add more services to your portfolio.

EDUCATION / TRAINING / CERTIFICATION / WORK EXPERIENCE

Here are examples of the type of education, training, certification and/or work experience that would be an asset (but may vary depending on the services you’d like to provide):

• Completion of High School Diploma or equivalent;
• Technical Degree or Diploma in a relevant field (received or underway);
• College Degree or Diploma in a relevant field (received or underway);
• University Degree or Diploma in a relevant field (received or underway);
• Certification from a major vendor or in a relevant field (received or underway);
• Fundamental knowledge or exposure to technologies in a relevant field;
• Work experience in a relevant field;
• Work experience in a similar role;
• Work experience with remote access software;
• Relevant experience, including but not limited to Technical Support; Deskside Support, Support Desk, Troubleshooting, On-Site Services, Remote Services, Break/Fix Services, Install/Move/Add/Change Services (“IMAC”), Managed Service Provider (“MSP”), Webmaster, Online Marketing, etc.;
• Small-To-Medium-Business (“SMB”) network and system experience;
• Small-To-Medium-Enterprise (“SME”) network and system experience.

MINIMUM REQUIREMENTS

• Fluent in English (both verbal and written);
• Excellent communication skills in English (both verbal and written);
• Exceptional customer service skills;
• Excellent time management, organizational skills and attention to detail;
• Excellent troubleshooting and problem-solving skills;
• Ability to discover solutions for all challenges;
• Ability to follow instructions, best practices and standard operating procedures at all times;
• Ability to adhere to core values of confidentiality, integrity, accountability, honesty, fairness, loyalty, trust and respect;
• Ability to work independently and as part of a team;
• Ability to pass a security screening check and/or criminal background check;
• A personal computer with monitor, speakers and anti-virus software in your home (PC must be running Windows 10 or newer, Mac computers must be running 10.13 or newer);
• A subscription to a high-speed, hard-wired internet connection in your home;
• A webcam for Microsoft Teams, Google Meet or Zoom meetings in your home;
• A softphone or deskphone for private calls in your home (NOT a cordless phone in an unlicensed band such as 2.4 GHz);
• A mobile phone;
• A home office or private room with a door (home offices are required to be private and quiet – and not located in your living room);
• A valid Driver’s License (required for in-home or on-site services, but not for remote services);
• Access to a reliable vehicle during the hours and days you’re available (required for in-home or on-site services, but not for remote services);
• Active insurance policy for the vehicle (required for in-home or on-site services, but not for remote services);
• Remote access software and a wired PC headset (required for remote services, but not for in-home or on-site services);
• Acceptance of a Subcontractor Agreement outlining the terms and conditions of the relationship.

BONUS POINTS

• Flexible schedule;
• Ability to work overtime when necessary to meet client needs;
• Willingness to accept in-home or on-site service calls anywhere in Calgary;
• Willingness to participate in promos and/or events to rapidly build clientele;
• Willingness to perform other tasks or assist/coach other TSR’s from time to time;
• Ability to develop long-term relationships with clients;
• Passionate about being the best at what you do.

Are you interested in hourly gig work in your spare time to supplement your current income? Are you interested in a ground-level opportunity with significant opportunities for advancement in the future? Are you interested in building a long-term career in IT according to YOUR interests and goals? With the introduction of Artificial Intelligence (“AI”), the next great technological revolution has begun. AI will be used in nearly every industry to automate routine operations with technology. This is expected to create even faster growth in the IT industry; and an even greater need for all types of IT services. If you’d like to participate, please visit our website and send us your resume.

APPLICATION QUESTIONS

• What IT services would you like to provide?
• What is your current availability for hourly gig work?
• What is your preferred service area (i.e. all of Calgary; or only certain postal codes or communities)?
• Are you interested in participating in promotions and/or events to rapidly build clientele?
• How would you rate your troubleshooting skills?

TAGS

CompTIA A+, HP, Dell, Toshiba, Lenovo, Lexmark, Xerox, Microsoft, VMware, Cisco, HP, WatchGuard, Meraki, Fortinet, Sophos, OpenAI, ChatGPT, WordPress, WooCommerce, Webmaster, SEO, ERP, SAP, SME, SMB, IMAC

Job Types: Part-time, Casual, Freelance
Part-time hours: 1 - 10 per week

Salary: $50,599.00-$80,000.00 per year

Benefits:

• Automobile allowance
• Casual dress
• Flexible schedule
• Work from home

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Night shift
• On call
• Weekend availability

Application question(s):

• Do you currently live in Calgary, Alberta, Canada?

Work Location: In person