Driving Business Outcomes with Technology
Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology. With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support. Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first. As an employer, we are committed to creating a workplace that s inclusive, diverse, and equitable.
Broadview Networks is a Social Purpose Innovator Company
We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.
Purpose of Position
Provide escalated remote and on-site support for technical support inquiries, assist with project Implementation, provide mentoring to the Support Team.
Department
Technical Services
Division
Implementation Services
Work Location
Broadview Networks- Taylor Office
Work Hours
Monday to Friday 8:30am to 5:00pm CST
Reports To
Manager, Implementation Services / Director, Technical Services
Direct Reports
None
Minimum Experience
Mid to Experienced
Work Experience
- 3-5+ years’ experience in a senior technical support role.
- 2-3+ years’ experience in a consulting role.
- Experience working on projects is an asset.
- Experience with a Service Ticketing Tool would be an asset.
- Experience with Microsoft Teams would be an asset.
- Experience with Microsoft 365 & SharePoint would be an asset.
Education Requirements
- A postsecondary degree in information technology, or equivalent experience.
Certification Requirements
- CompTIA certifications would be an asset.
- Microsoft MCSE, MSCA, MCITP Server Administrator, MCITP Server Enterprise would be an asset.
Job Role Responsibilities
- Provide mentorship to all of the Support team.
- Build positive relationships with customers.
- Monitoring and management of support ticket system to ensure timely response and updates to tickets under your ownership.
- Correspondence with customers, vendors, partners, and team members documented in support ticket system.
- Timely management of own schedule.
- Take on escalated tickets from the Support team.
- Assist or lead project work as directed by Project Coordinator.
- Setup, configure and deploy new and existing hardware and software.
- Monitor and manage hardware and software health and identify areas of opportunity to encourage productivity.
- Analyze and deliver quarterly health reports to customers.
- Perform Disaster Recovery tests for customers as directed.
- Participate in Critical Afterhours On-Call Support rotation.
- Work with the Sales Team and our customers to provide technical pre-sales and draft scopes of work.
- Provide after-hours support and implementation to clients and their systems as required. Primarily with the goal of minimizing client downtime.
- Operate Vehicle in a safe driving manner.
- Cooperate with technical team and share information across the organization.
- Complete timely timesheets and work reports after customer service delivery.
- Comprehend customer requirements and make appropriate recommendations.
- Change management of customer environments using our documentation tools.
- Triage, escalation, and scheduling of support tickets to other specialized resources when required.
- Achieve Service Delivery Quotas and Key Performance Indicators (KPI) identified in the Job Role Success Criteria.
- Demonstrate successful use of downtime to complete self-study professional development.
- Other related duties as assigned.
Job Role Success Criteria
- Assigned Administration Key Performance Indicators (KPIs).
- Customer Satisfaction Rating KPI.
- Project Duration KPI
- Billable Target KPI
- CSAT (Customer Satisfaction) Survey Conversion KPI
- Timesheet & Absence Ratio KPIs.
- Training Schedule Completion.
- Documentation Scoring KPI.
- Direct Manager Assessment & Feedback.
- Adherence to Employment Policies.
- Adherence to Health & Safety Policies including Covid-19 Vaccination Policy.
- Adherence to Office Security Policies.
- Zero days where after-hours coverage is not arranged for pre-scheduled on-call rotation.
Qualifications
- Demonstrable experience as a mentor.
- Proficient in Microsoft Office including Word, Excel and Outlook.
- Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
- Experience working with ticket tracking applications.
- Experience leading or working on projects.
- Experience with the following technologies is an asset:
- Microsoft products including all recent versions of Microsoft Windows Server, Azure, Exchange, Microsoft SQL, SharePoint Online, Intune and Teams.
- Firewalls, NAT Policies.
- Switching & Routing
- Active Directory and Group Policy
- Remote Desktop & Client Access Technologies
- Corporate Anti-Virus
- DNS and DHCP
- Backup Technologies
- Mobile Device Management
- Hyper-V and VMWare virtualization platforms.
- SAN Architecture
- Ability to identify and diagnose technical issues in a timely fashion.
- Ability to participate in after-hours on-call rotation.
- Class 5 Driver’s License and access to vehicle for customer site-visits.
Skills
- Proficient in the English language, excellent written and oral communication skills.
- Knowledge of basic business communication, including writing, editing, and formatting skills.
- Confident approach to working with customers.
- Excellent customer service skills and the ability to communicate information effectively in email, chat and over the phone.
- Excellent interpersonal skills and ability to work with clients and co-workers in a professional manner with a positive can-do disposition.
- Ability to adjust communication style based on technical understanding of the customer.
- Ability and willingness to adapt to procedures and a drive to learn.
- Ability to work in a fast-paced environment
- Time and priority management skills with an ability to make decisions independently and understand when escalation is required.
- Great attention to detail.
- Exceptional problem solving & troubleshooting skills.
- High levels of patience and tolerance.
- Ability to work in a dog friendly workplace.
On Boarding / Training Requirements
- Up to 3 months on boarding requirement to work independently.
- Technical Services process and policy documents
- On-the Job Training & Certification Requirements:
- ConnectWise Manage - Service Engineer
- ConnectWise Automate – Service Technician
- ConnectWise Command
- ConnectWise Control
- ConnectWise Fortify
- Auvik
- IT Glue
- ScalePad
- ID Agent Dark Web Monitoring
- VCIO Toolbox
- Microsoft Teams
- Accessible Workplace
- Microsoft Teams
- Microsoft SharePoint Online
- Accessible Workplace
- CyberSAFE
- Choose a Specialist Track
- Infrastructure
- MCSE: Core Infrastructure (70-744, 70-745, 70-413) (+15mo)
- Dell Server Competency (+6mo)
- Cloud
- Microsoft Certified: Azure Stack Hub Operator Associate (AZ-600) (+6mo)
- Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140) (+9mo)
- Microsoft 365 Certified: Teams Support Engineer Associate (MS-740) (+6mo)
- Microsoft 365 Certified: Enterprise Administrator Expert (MS-100 and MS-101) (+12mo)
- Networking
- Dell Networking Competency (+6mo)
- One of; Fortinet NSE 5, or 7 (+6mo)
- Microsoft Certified: Azure Network Engineer Associate (AZ-700) (+9mo)
- Security
- Microsoft Certified: Identity and Access Administrator Associate (SC-300) (+6mo)
Decision Making
Level 2: Performs duties within scope of policies and procedures. Uses judgment within acceptable practices.
Leadership & Supervision
Level 2: Work leadership. Provide guidance to peers for defined tasks.
Overtime
Non-Exempt
Market Equivalent Title
Help Desk Tier 2/Help Desk Tier 3
