careers

field i.t. support technician

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​This position is responsible for providing onsite technical support related to computer systems, hardware, or software at the client’s business locations. This position will be a client facing resource for Consys Group Inc. and will perform initial and secondary physical analysis and troubleshooting to rectify problems and, if necessary, suggest enhanced products and services to prevent the problem in the future. This could also include project deployments.

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Key Accountabilities:

• Collaborating with the Help Desk Technicians, Systems Administrator, Project Coordinator and I.T. Support Specialist to provide onsite assistance to clients at their physical office locations.

• Proactively assess clients I.T. infrastructure. Build and provide clients with thoughtful I.T. solutions up to Consys standards and related I.T. advice.

• Complete tickets once assigned, ensuring all notes are documented and tickets are closed out.

• Creation of new tickets as additional work is identified while at the client’s location.

• Notify sales, or appropriate personnel of an additional sale or scope of work quotes to be processed.

• Provide onsite/remote technology support to a broad range of clients.

• Triage and document all issues, troubleshooting steps and final resolution in helpdesk ticketing system with detail.

• Track, resolve and fully document all customer support tickets as assigned.

• Develop and conduct basic training programs on how to use hardware and applications; draft user manuals and/or document process and procedures.

• Perform bench-level hardware troubleshooting and repair as needed.

• Preform any preparation work as needed for customer sites or projects.

• Create (if required/asked for) or read all notes (if provided) on any tickets or project instructions at least 2 days in advance of any onsite job and ensure all necessary tools and products before leaving the office to go onsite.

• Perform preventative maintenance on customers' networks and systems.

• Escalate complex issues to the Systems Administrators as needed.

• Assist the team with technology projects and deployments.

• Communicate daily with customers, coworkers, and management.

 

Specific Job Tasks:

• Provide photos as needed and written updates from any onsite visit and include in ticketing system.

• Work as a Help Desk Technician providing support remotely when there is no on-site work required.

• Working within ticketing system to create tickets, complete detailed time entries, document notes and forward schedule where appropriate.

• Working with in house document management programs to add data to pre-existing assets.

• Configure and set up access of printers, scanners, workstations, laptops, tablets, Wi-Fi, WAP, basic router/WAN, switch and VLAN configurations and NAS.

• Setup Office 365 software including email configuration.

• Setup RMM sites AV, firewall, router configuration, server, WAP, UBI controllers.

• Roll out RMM and AV on workstations and servers as required.

• Troubleshoot and complete diagnostics for basic email user issues, office 365 products, workstations, laptops, tablets, OS related issues, printer/scanner, workstations, and basic server issues.

• Complete various level networking functions including Routing, switching and other network services

• Support troubleshooting third party software including QuickBooks, Sage and others.

• Support Antivirus policies but setting up, completing software updates, rollbacks and general remediation.

• Complete Disaster Recovery set up and configurations related to all servers, workstations and 365 Microsoft programs.

• Provide Escalation Support to Help Desk Service Technicians or Junior level Support Technicians.

• Other duties as assigned.

 

Position Expectations:

Must Have:

• 3+ years of desktop experience.

• 1+ years server experience.

• Excellent hardware and software troubleshooting abilities.

• A+, Network +, Security+, MCSE, MCITP, MSCA, CCNA or equivalent a plus.

• Excellent communications/customer relationship skills.

• Intermediate knowledge of desktop operating systems.

• Intermediate knowledge of Microsoft Office applications.

• Basic knowledge of networked workstation and server configurations.
  Experience in Routers and Network Switches configurations.

• Excellent organizational skills.

• Ability to assist with lifting gear as required.

• Ability to work from the London office.

• Ability to travel to client sites within the London, ON area +/-25km.

• Possess a valid Driver's License and Clean Drivers record.

 

Nice to have:

• Working knowledge of ConnectWise.

• Working knowledge of IT Glue.

• Working knowledge of N-able/Solar Winds RMM

• Previous leadership skills.

• Ability to influence without authority

• Previous sales or customer service experience.

• An ergonomically designed work from home office space.

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To explore our open roles and learn more about possible opportunities please send your resume to careers@consysgroup.com

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Consys Group Inc retains the right to alter all content and expectations detailed within this Position Description to meet operational and client needs and to ensure optimal business continuity. Alterations directly impacting an incumbent will be provided in writing in adherence with applicable legislation.