Hybrid IT Help DeskField Technician

We are currently seeking applicants for a Hybrid IT Help Desk/Field Technician position to assist our client. We welcome you to submit your application if you are interested.

Perks & Benefits

We understand the importance of your wellbeing. At BlueBird we ensure that your physical financial and emotional needs are well taken care of. We know that the better we equip you to succeed in your career and life the more energy and intensity you can bring to your daytoday work. Our comprehensive benefits package includes:

• Competitive salary performancebased bonus & profitsharing plan
• Comprehensive health dental and vision insurance
• Professional development opportunities and continuous learning
• A supportive and collaborative work environment
• Team building activities
• Gym membership

Location . . .

Work from Home Winnipeg MB

About the Position . . .

• Are you the kind of person who as a kid took apart computers to see how they work
• Does helping people make you feel great
• Do you enjoy a varied work week balancing help desk duties with fieldwork

If you answered yes to all the above we want to talk to you!

Were seeking a versatile IT professional for a vital hybrid role that combines onsite technical support with help desk operations. This dynamic position is perfect for those who thrive in fastpaced environments offering a mix of direct client service and remote troubleshooting providing extensive exposure and ongoing learning opportunities.

Key Responsibilities for Field Work Assignments . . .

Setup and Configuration:

• Handle basic to advanced setup and configuration of network equipment including modems routers and switches.
• Install and configure hardware in a networked environment ensuring optimal performance and connectivity.

Client Onboarding and Troubleshooting:

• Follow a structured work plan for onboarding new clients and troubleshooting incidents onsite.
• Perform onsite repairs installations and client onboarding processes ensuring minimal disruption to client operations.
• Collaborate with other team members and departments to ensure seamless service delivery.

Documentation and Reporting:

• Accurately and promptly document actions and solutions in our CRM system.
• Provide detailed reports on the work performed and any issues encountered ensuring transparency and clear communication.

Client Communication and Management:

• Communicate effectively with clients before during and after the installation process explaining the work plan and the results.
• Manage client expectations ensuring a high level of customer satisfaction and maintaining professionalism at all times.

Maintenance and Cleanliness:

• Maintain a clean and organized work area both during and after the completion of projects.
• Ensure all tools and equipment are properly maintained and stored.

Key Responsibilities for Help Desk . . .

Provide Prompt and Efficient Support:

• Deliver timely and effective help desk support when needed ensuring minimal disruption to clients operations.
• Address client inquiries and technical issues promptly maintaining a high standard of customer service.

Structured Call Flow:

• Follow our structured call flow process to quickly identify resolve or escalate issues.
• Ensure each step of the call flow is adhered to providing consistency and reliability in support services.

Active Communication:

• Stay actively engaged with all BlueBird IT Solutions Inc. communication channels including phone email and chat.
• Respond to client and team communications promptly ensuring clear and effective information exchange.

Flexible Ticket Management:

• Manage support tickets efficiently including the ability to reassign tickets during transitions between field and help desk roles.
• Prioritize and handle multiple tickets simultaneously ensuring timely resolution and client satisfaction.
• Document all actions and resolutions in the ticketing system accurately and in real time.

Collaboration:

• Work closely with other team members to share knowledge and support complex issues.
• Collaborate with field services and help desk teams to ensure seamless transition and followup on client issues.

Required Qualifications. . .

• 4 years of experience in IT help desk or technical support roles.
• A college degree in Computer Science and/or Network Administration System
• Solid knowledge in networking including setup configuration and troubleshooting of modems routers and switches.
• Excellent communication and interpersonal skills.
• Fluency in English (verbal and written) with strong documentation abilities.
• Strong multitasking organizational and problemsolving skills.
• A readiness to learn take responsibility and maintain professionalism.
• Access to a reliable vehicle a clean driving record and a valid Manitoba drivers license.

Desirable Qualifications . . .

Candidates with the following additional qualifications will be highly regarded: experience or knowledge of FortiGate and Ubiquity firewalls ConnectWise or other ticketing systems Ncentral and MS 365 Administration

Note: This list is not exhaustive and additional duties may be required to fulfill the purpose of the job

Job Types: Fulltime Permanent

Pay: From $24.00 per hour

Benefits:

• Extended health care
• Paid time off
• Profit sharing
• Work from home

Schedule:

• 8 hour shift

Supplemental pay types:

• Overtime pay

Experience:

• IT Help Desk Analyst: 3 years (required)
• IT Field Tech: 3 years (required)
• Linux: 2 years (preferred)
• Intune: 2 years (preferred)

Licence/Certification:

• Drivers (required)

Work Location: In person

Remote Work :

No