Technical Support / Client Services Consultant (Tier 1)

Tier 1 Client Services Consultant

Smartt is in search of a Tier 1 Technical Support / Client Service Consultant to join and grow with our team. If you are an impeccable professional, love all things technology, genuinely love working with people, don’t shy away from a challenge, and have a keen mind that is ready to learn and grow, then we want to hear from you! 

About Your Role

The ideal Technical Support / Client Service Consultant can’t wait to get their hands on a technical problem and won’t let go until they have found the answer. They are a people person who want to leave clients with a WOW feeling, every time they provide support and they believe deeply in accountability and doing what they say. The successful candidate will be responsible for providing Tier I support for our IT Service clients, basic network and system setup, and administration including hardware and software.

What’s in it for you?

• $60,000+ Salary (adjusted with commensurate experience)


• 15 paid holidays per year (plenty of flexibility and support)


• Statutory holidays


• Flexible schedule and work location


• Extended health and dental benefits


• Cell phone bill paid (up to $75)


• Free Internet connection at home


• Sponsored & paid education plan so you learn and grow (up to $5,000/year)


• Sponsored & paid technology fund so you can get great gear! (up to $4,500/5 years)


• Weekly team lunches, team events and outings

Schedule

• 8 hour shift


• Monday to Friday


• Some weekend availability


• On call
  


• Hybrid work arrangement

What will you be doing?

• Rotational 24/7 technical support for connectivity, hosting, e-mail, data centre and FlexHour clients through telephone, e-mail, ticketing system, and some in-person onsite work


• Service & Help Desk support for end users


• Provision, configure, test and install system and network devices for DSL, Cable, Fibre and other connectivity services


• Monitor and respond to emergency support requests within our SLA guidelines


• Work with Tier II/III/IV to implement Projects

What qualifications are we looking for?

• Secondary School (preferred)

• 2-Year Computing & Information Technology Diploma equivalent or greater


• Customer service: 1 year (preferred)
  


• Customer service occupation: 1 year (preferred)
  


• Excellent written and verbal English communication skills with a minimum language proficiency of C1 (CEFR) / 7.0 (IELTS) or equivalent
  


• Well-developed interpersonal skills


• Excellent problem solving and conflict resolution skills


• Internet standards and protocols: IP Stack / IP routing & switching / VPN Config / DNS / Mail


• Experience working with Routers, Unix/Linux Servers, and VMware Virtual Servers


• In-depth knowledge of firewall and VPN setup and configuration


• Experience in cable installation, PC operation system installation, and minor repairs to hardware


• Valid BC driver's license

What we give bonus marks for?

• Cable installation, PC operation system installation, and minor repairs to hardware


• Programming Proficiency (C, Java, PHP, Node.js, etc.)


• Database Administration (Oracle, MySQL, MSSQL)


• Windows Server 2003-2016 configuration & maintenance


• HDI / MCSA / MCSE / CCNA or ITIL certification


• Experience working at an IT Service Management firm

About Us

Smartt is a total service provider and the single point of accountability for all things Digital. We combine Thinking, Talent, and Technology to help you break barriers and orbit higher. We combine expertise in branding, web development, digital marketing and IT Services to deliver measurable results for our clients. Our team members are cross-functional, technically proficient, and success oriented professionals that are trusted to solve client digital problems, infrastructure and strategy.