Systems Administrator (Service)

TLC Solutions – Systems Administrator (Service) Posting

About TLC Solutions

TLC Solutions is a managed service provider (MSP) delivering information technology (IT) solutions across British Columbia, Alberta and California. In 1999 TLC Solutions onboarded our first client in Terrace BC, we are proud to still serve this client today.

We offer a complete IT solution to small and medium sized businesses by supporting workstations and servers, building new servers and network infrastructure, working with clients to establish IT budgets, migrating from on-premises infrastructure to cloud environments, and working with third party vendors to ensure the job gets done correctly.

United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolojoy.

About the opportunity

Hours: Monday – Friday 8am -5pm 

The Systems Administrator is a frontline technical support person that resolves Tier 2 support issues and mentors less senior team members. The daily workload is determined by the support requests from our clients.  Some requests can be resolved remotely, and some will require you to go onsite and meet with the client directly. 

Our ideal candidate has a passion for IT and is experienced in the Managed Service Provider Industry. They are great at communicating professionally with both clients and internal personnel.  They possess expertise in Windows Server, networking, and Microsoft 365, typically only requiring assistance in overcoming non-technical roadblocks. They foster a collaborative environment by promoting open communication, offering guidance, and supporting the growth and effectiveness of junior team members. 

ESSENTIAL RESPONSIBILITIES

• Resolve Tier 2 support issues such as requests for support of hardware, software and communication devices


• Investigate alerts, user issues and other requests for support


• Setup new hardware such as network infrastructure, camera systems, server builds, phone systems


• Monitor all client issues and system faults, identifying trends and patterns and make recommendations to relevant team members, covering both technology and internal processes


• Ensure that all work is carried out and documented in accordance with existing standards, methods and procedures


• Use any opportunity to inform and educate users on best practices with regards to existing technology, create educational and support materials


• Perform client assessments for potential new clients on their current infrastructure


• Research and seek software updates, settings, configuration, known issues, new solutions in order to aid in problem resolution


• Conduct onsite service trips as required; some travel will be required


• Provide exceptional customer service to all clients and potential clients


• Prioritize tickets based on severity and impact


• Participate in various projects, as assigned


• Continuous improvement of self through workshops, certifications, job shadows etc.


• Coach co-workers through training, shadowing, and advice on a daily basis.

QUALIFICATIONS AND EXPERIENCE

• 4+ Years IT support or education or combination of both

• Network +, CCNA, CompTIA (A+, Net+, Sec+), Microsoft Certs such as AZ-104, MS-102, AZ-900, MS-900 are an asset

• Contains at least 1 of these skill categories ; Strong Networking experience with any of Fortigate, Aruba, Meraki, Net Gate, Palo Alto, Juniper
  
  
  
  • Strong Microsoft 365 experience in Exchange Online, SharePoint Online, Entra, Endpoint Manager
  
  
  
  


• Strong Windows Server 2008-2022, Active Directory and Remote Desktop Service


• 2 Year customer service


• Ability to adhere to SLAs and KPI Goals


• Class 5/7N Driver’s license


• Successful completion of Criminal Background Check


• Legally allowed to work in Canada


• Ability to come to the office and go to client sites at irregular intervals


• Clean driving record and ability to produce a drivers abstract and claims history letter

WHAT WE OFFER

• RRSP matching (3%) program


• Social committee/events and a commitment to our People & Culture


• Strong benefits package for all employees working >20 hours, including critical illness, medical, dental, orthodontics, and more


• Career growth potential as we scale the business


• Professional development support including tuition reimbursement


• Channels to ‘give back’ to our local communities

NEXT STEPS

At TLC, we offer competitive wages, amazing work flexibility, and a strong sense of camaraderie built from a team focused on supporting each other through teamwork. If you want to play a hands-on role in an action-oriented organization then we would love to connect with you