Service Desk Engineer

Company: KERKHOFF TECHNOLOGIES
Location: Chilliwack, BC
Status: Full-Time, Employee
Job Category: Service Desk Relevant
Work Experience: 3-5 Years
Career Level: Experienced (Non-Manager)

Kerkhoff Technologies Inc. is currently seeking a highly skilled service desk engineer with the drive and determination to help us support our client base. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills. If you have the experience and the desire, we’d like to talk to you.

Our service desk engineers are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.

This position will include identifying user problems and working within a structured problem management and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective support services. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction.

The successful candidate will also be able to self-direct small to medium project based work. From implementing client solutions to designing new products with senior engineers, the service desk members must be able to monitor and accurately assess their progress and time while delivering world class products and services. Experience with project management processes are an asset, as is proven product development workflow.

Job duties include utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services, update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts, and preparing and presenting service and monitoring reports to management regularly.

This Position Entails:

  • Troubleshooting user problems over the phone, with remote control technologies and onsite
  • Accurate documentation of all activities conducted
  • Manage, maintain, troubleshoot and support our users’ networks, equipment, software and services alone or in small teams
  • Design and implement a variety of small to medium projects for internal and client use
  • Manage time effectively without direct supervision

Knowledge, Skills and Abilities:

  • Two year technical diploma or equivalent experience
  • Microsoft Certified Professional or related experience
  • Other major certificates desirable (Cisco, A+, etc)
  • Experience with a few of the following: Microsoft workstation and server, Blackberry and ActiveSync, Cisco, VMWare, Debian, VoIP (Asterisk), ADSL, Connectwise, LabTech, Nagios
  • Strong interpersonal skills required to effectively communicate with users and vendors
  • Passion for teamwork, continuing education, problem solving and exceptional customer service
  • Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
  • Learn quickly and adapt to changing requirements
  • The ability to script and automate tasks, programming experience is a plus
  • Valid driver’s license and reliable transportation

Qualified candidates please submit a current resume, along with salary expectations to hr@kerkhofftech.ca