Support Technician

Division: Support
Position: Support Technician

IT Support is one of Atrema’s three business units; and is focused on the implementation, delivery and ongoing support of customized network and desktop computing solutions for business customers of various sizes. Atrema takes pride in employing experts in the field to provide exceptional support to our customers. Atrema employees are efficient and self-motivated individuals who are dedicated to making a contribution to the team. The successful Atrema employee is one whose desire to further their knowledge and stay current with ever-changing technologies drives them to be lifelong learners. Atrema employees are open to being vulnerable and willing to fail.


Duties & Responsibilities

Server & Desktop Support

Support Technicians are generally responsible for the assembly, deployment, and ongoing support of desktop computing and server solutions utilized by Atrema. This category includes, but is not limited exclusively to:

  • Receiving and organizing computer and server parts from various vendors;
  • Creating and maintaining accurate inventory records of all materials and parts (including software) both as individual components and complete builds;
  • Assembling desktop computers and servers;
  • Installing and configuring operating system and application software and maintaining images;
  • Preparing packages for delivery to customers and coordinating with Administration department for arranging shipments;
  • Delivering equipment to customers within reasonable driving distance of Atrema’s Calgary office;
  • Providing clear, concise, and accurate telephone, email and onsite technical support and troubleshooting. In many instances this will include remote connection to a customers’ device however in some cases it will be required to walk a customer through the steps;
  • Interface with Software vendors on customer’s behalf for maintenance and troubleshooting;
  • Configuring and maintaining Active Directory user accounts, groups, and group policies;
  • Maintaining and troubleshooting Windows DFS;
  • Prioritize and manage many open cases at one time;
  • Adhere to customer Service Level Agreements and response times;
  • Escalating complex problems to senior roles as required and maintaining ownership of the task on behalf of the customer;

Hosting Support

Support Technicians are generally responsible for the creation and support of email, web and VPS hosting solutions. This category includes, but is not limited exclusively to:

  • Managing and tracking email accounts issued to customers on several platforms including IceWarp, Exchange, Office 365, GMail and MailEnable;
  • Creating, configuring and maintaining Virtual Private Servers;
  • Installing WordPress for customers;
  • Creating webhosting accounts in cPanel and IIS;
  • Authenticating users requesting access to systems or account information prior to divulging secure information;
  • Prioritize and manage many open cases at one time;
  • Adhere to customer Service Level Agreements and response times;
  • Testing and evaluating new technology;
  • Escalating complex problems to senior roles as required and maintaining ownership of the task on behalf of the customer;

Systems Monitoring

At Atrema, we believe it is crucial to balance the unpredictable nature of our work with being proactive in any way possible. Support Technicians are responsible for setting up, maintaining and reviewing the logs and reports from several types of system monitoring programs and acting appropriately based on the results of the logs. Not all systems are monitored using automated tools, some will require routine manual review. Support Technicians are responsible for setting up, monitoring and testing backups of all client data on a regular basis.

Additionally, Support Technicians are responsible for researching all aspects of new requirements of Atrema’s vendors and providing accurate summaries to Senior decision makers.

Overall

All employees at Atrema are expected to undertake administrative tasks and adhere to corporate procedures. This includes, but is not limited to:

  • Creating, maintaining and following procedural documentation;
  • Notifying the Accounting Department whenever a change is made to a billable service or item;
  • Rapidly establish a good working relationship with customers and peers;
  • Maintaining accurate and timely records of all absences and exceptions to regular work hours (examples: sick time, vacation time, overtime, appointments etc.) in required format;
  • Maintaining accurate and timely Timetracker and Kayako tickets for reporting and billing purposes;
  • Adhering to all corporate policies and procedures outlined in the Employee Handbook and Code of Conduct; and
  • Ensuring all customer and proprietary information is kept in strict confidentiality.

Qualifications & Requirements

Support Technicians are required to participate in the After-Hours Support rotation providing phone and email support to customers who contact us from 7:00AM and 9:10AM and from 5:00PM to 7:00PM.

The following requirements provide a framework of required qualifications for a Support Technician:

  • Post-secondary degree or diploma in related field or equivalent work experience;
  • Experience working with computer hardware components;
  • Experience working with server and networking components (assembling servers, configuring switches and routers);
  • Knowledge of server and domain administration;
  • Willingness to learn and stay current with new and changing technologies;
  • Strong communication skills (written and verbal);
  • Strong problem-solving skills;
  • Strong customer service skills;
  • Strong organization and time management skills;
  • Ability to balance and manage multiple sources of information including verbal communication, individual email inbox, shared email inbox, and ticket system;
  • Diligent in planning actions and including a way back from potential problems that may arise;
  • Valid Alberta Drivers License and reliable transportation for onsite support calls.

The following skills will enhance a candidate’s knowledge within the role but can be acquired over time:

  • Experience with PuTTY
  • Experience with Windows and Linux servers 
  • Previous helpdesk experience

Apply for this Position

Top