We provide our clients with the highest level of technical expertise and problem-solving possible. This only comes from our drive for continuous learning, innovation, team approach, and client dedication.
We’re so passionate about this that we look for proactive ways to help our clients through technology and fabulous support. We make recommendations based on saving customers time and money and providing them with excellent infrastructure that is rock solid and supports their business objectives.
We pride ourselves in being open – openly communicating with each other at all levels, including having a real open door policy and including team members in decision-making.
We believe in supporting the success of our team members, and the innovation and creativity we embrace from our team members allow us to achieve continued success. The team isn’t just a word around here. It’s our way of doing business and building success. We love to grow and develop our team members so that we can promote them and support them in every stage of their growth.
You are a geek who loves to talk with people and have a passion for customer service. Others describe this as your natural approach to your work.
You love cutting-edge technology and think working with and learning about new and innovative technologies and products is fun.
As a result, you thrive in a continuous growth environment, love project work, and take control of your own continuous learning.
You take pride in handling customer issues quickly, consistently follow up to ensure they’re satisfied, and maintain strong relationships with your fellow team members and clients.
Taking the stress out of IT management for your clients gives you great pride, knowing that your work allows your client to focus on their core business.
Collaborative environments are where you shine and enjoy bringing your ideas forward, seeing them come to reality, and seeing them support your team and clients in new ways.
Overview
Pure IT is a client centric organization focused on providing top level service to our clients in the Calgary and surrounding Alberta areas. The primary focus for the role is to coordinate the processing of all open requests and usher them to completion within SLA compliance. The position is a supervisory role and must monitor the workload across all technicians and the quality of work. Most importantly, oversee the service team and determine which requests need intervention to meet customer’s expectations. The ideal candidate should have a technical background and experience as they are required to support our customers ranging from level 1, level 2 and level 3 support.
The secondary focus is to oversee monitoring alerts generated by the RMM, AV alerts and disaster recovery systems (Backups) managed by the NOC.
Duties and Responsibilities
- Work closely with customers and technicians to ensure excellent service delivery
- Schedule pre-scheduled and ad-hoc site visits
- Regularly meet with Service Manager and provide metrics on tickets, tech utilization and ongoing issues
- Manage all open tickets and ensure they are completed within SLA compliance
- Monitor workload across all technicians and what they are working on
- Supervise the NOC team and ensure Pure IT standard operating procedures are being followed
- Ensure proper solution is provided by our techs and not work arounds
- Allocate monthly maintenance tasks
- Manage and monitor tech utilization and ensure evenly shared workload
- Review timesheets
- Review tech team leave requests
- Assist with training new techs
- Provide multilevel support ranging from Level I, II and III
- Assist with triaging calls and email service requests
- Oversee monitoring alerts
- Quality checks of workstation builds
- Responsible for a limited number of clients acting as a primary technician
- Escalation point for technicians before being escalated to seniors
Core Competencies
- Highly motivated to succeed
- Detail oriented
- Excellent oral and written English communication skills
- Positive Attitude
- Strong planning, organizing and time management skills
- Strong troubleshooting and problem solving abilities
- Ability to manage competing priorities and work effectively under pressure with minimum supervision
- Professionally mature with sound judgment and decision making skills
- Flexible and adaptable team player focused on delivering an excellent customer service experience
- Punctual and dependable
- Goal and results oriented
- Committed to continuous education and personal development
Education Required
- At least one exam for a recent Microsoft server operating system
- Technical diploma or degree preferred
Experience Required
- A minimum of 2 years experience working with a managed service provider
- Experience in working and supporting multiple clients simultaneously is essential
- Experience working in ticket tracking systems such as Autotask (or equivalent)
