Help Desk Analyst (Tier 1) | Keeran Networks Vancouver

Job Functions

Provide front line support to clients from many different industries, ranging from dental offices to car dealerships
Interact with clients remotely via telephone (80%) and in person at their locations (20%)
Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
Work with vendor support on behalf of our clients to ensure their support issues are resolved
Focused on completing a higher volume of tickets, the majority of which should be possible to complete in on hour or less
Escalate tickets to tier 2 as required, and ensure that all steps have been properly documented before escalating
Use, update and contribute content to our internal knowledge base
Client site visits to resolve issues within skillset
Implementation projects as required and able, such as desktop deployments
Maintain a calm and professional attitude even when dealing with stressful situations
Earn the trust and respect of clients
Works on obtaining industry certifications to further career path
Time entry in real time

Skills and Qualifications

Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
Preference will be given to candidates who have previously been employed at a Managed Services Provider
Experience with Windows desktop and server support and networking
Strong and effective oral and written communicator
Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
Professional, responsive, and positive work attitude is essential

Join Us

Reports To:

Service Manager

Direct Reports:

None

Salary:

$40,000 - $50,000

Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a full-time Help Desk Analyst to be based in our Vancouver office.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.

To apply, fill in the form or send your resume along with a cover letter to: JoinTheTeam@keeran.ca

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.