Branding
Digital Marketing
IT Services
Web & App Dev
Job Title
Tier 2 Technical Support Consultant
About the Role
The ideal Senior IT Service Technician can’t wait to get their hands on a technical problem and won’t let go until they have found the answer. They have technical chops that they want to deepen, are a people person who wants to WOW clients every time they provide support, and are comfortable speaking about budgets and end-user technology challenges. They believe deeply in accountability and doing what they say and want to lead more junior team members as they grow.
The successful candidate will be responsible for deploying, configuring, managing, scaling and troubleshooting corporate client IT needs, including network, hardware and software on and off-site across a variety of platforms, systems, services, tools, and technologies.
The successful candidate will have the opportunity to develop into a "T Shaped Professional" with a general IT knowledge and deepening subject matter expertise.
What will you be doing?
- Provide end-user, on-premise, edge to core to cloud, troubleshooting, support, maintenance, provisioning, and procurement of hardware/software
- Maintain and manage day to day IT, client accounts, create quotes, and deliver according to our Values and SLA's
- Centralize, automate, optimize, and scale services wherever possible and necessary and develop SOP's, MOP's, JobAids & Documentation
- Create client budget as needed and contribute to client budget in support of Account Manager (FlexHours) including coordinating with internal Smartt team
- Contribute and maintain an effective Project Backlog of recommendations that add value to the client, and upsell valuable services
- Know and recommend Smartt services, collaborate with internal/external stakeholders, and contribute to IT Strategy
- Mentor and train Junior team members and proactively hand off Senior work to Junior team members
- Recommend technical improvements to Expert/Architect team members
- Monitor and respond to emergency support request within our SLA guidelines
- Create and contribute to monthly reports and projects
- Be accountable for logging & fulfilling billable hours on a daily, weekly, monthly, and yearly basis while adhering to vendor and internal Smartt best practices.
Schedule
- 8 hour shift
- Monday to Friday (08:00 - 17:00)
- Weekend availability
- On call
What’s in it for you?
- $80,000+ Salary (adjusted with commensurate experience)
- 15 paid holidays per year (plenty of flexibility and support)
- BC Statutory holidays
- Flexible schedule and work location
- Extended health and dental benefits
- Cell phone bill paid (up to $75)
- Free Internet connection at home
- Sponsored & paid education plan so you learn and grow
- Sponsored & paid technology fund so you can get great gear! (up to $4,500)
- Weekly team lunches, team events and outings
What qualifications are we looking for?
- Bachelor’s degree in Technology, or post-secondary technical education
- 2+ Years experience
- Internet standards and protocols: IP Stack / IP routing & switching / VPN Config / DNS / Mail
- In-depth knowledge of firewall and VPN setup and configuration
- VMware Virtual Servers configuration, maintenance, migration
- Windows Server 2003-2019 configuration, maintenance, migration
- Azure and AWS cloud configurations, best practices and production deployments
- Unix/Linux Servers configuration, maintenance, migration
- Excellent written and verbal English communication skills
- Well-developed interpersonal skills
- Excellent problem solving and conflict resolution skills
- Valid BC driver's license (preferred)
Ability to commute/relocate
- Burnaby, BC V5C 6N3: reliably commute or plan to relocate before starting work (required)
What we give bonus marks for?
- Previous experience with an MSP, TSP or ITSM
- Programming Proficiency (C, Java, PHP, Node.js, etc.)
- Database Administration (Oracle, MySQL, MSSQL)
- Azure and AWS cloud configurations, migration, best practices and hybrid deployments
- LLM or Copilot lab or production knowledge
- Proven experience implementing ITIL across organization
- Proven IT Service Management experience for environments with 50+ employees
About Us
Smartt is a total service provider and the single point of accountability for all things Digital. We combine Thinking, Talent, and Technology to help you break barriers and orbit higher.
We combine expertise in branding, web development, digital marketing and IT Services to deliver measurable results for our clients. Our team members are cross-functional, technically proficient, and success oriented professionals that are trusted to solve client digital problems, infrastructure and strategy.
