Driving Business Outcomes with Technology
Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology. With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support. Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first. As an employer, we are committed to creating a workplace that s inclusive, diverse, and equitable.

Broadview Networks is a Social Purpose Innovator Company

We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.

Purpose of Position

Provide escalated remote and on-site support for technical support inquiries, escalate and schedule Technical Resources while balancing the needs of the technical services department. Assist with Project Implementation, provide mentoring to the Support Team.

Department

Technical Services

Division

Support & Managed Services

Work Location

Broadview Networks- Taylor Office

Work Hours

Monday to Friday 8:30am to 5:00pm CST

Reports To

Manager, Support & Managed Services

Direct Reports

None

Work Experience

• 3+ years' experience in a technical support role.
• 2+ years' experience in a consulting role.
• Experience with a Service Ticketing Tool would be an asset.
• Experience with Microsoft Teams would be an asset.
• Experience with Microsoft 365 & SharePoint would be an asset.

Education Requirements

• A postsecondary degree in information technology, or equivalent experience.

Certification Requirements

• CompTIA certifications would be an asset.
• Microsoft MCSA or Role Based Certification in Windows Desktop or Microsoft 365 would be an asset.

Job Role Responsibilities

• Provide mentorship to Help Desk team.
• Build positive relationships with customers.
• Monitoring and management of support ticket system to ensure timely response and updates to tickets under your ownership.
• Follow up on tickets daily unless scheduled for future dates based upon customer feedback or direction from your Team Lead, Manager or Director.
• Correspondence with customers, vendors, partners, and team members documented in support ticket system.
• Ensure ticket hygiene meets all requirements.
• Timely management of own schedule.
• Work tickets based on priority and chronological order, unless instructed otherwise by your Team Lead, Manager or Director.
• Take on escalated tickets from Help Desk team.
• Provide remote, in-person, on-site support for customers.
• Provide move, add, changes, preventive health checks of customer equipment and software, remotely or on-site for customers.
• Assist in project work as directed by Project Coordinator.
• Setup, configure and deploy new and existing hardware and software.
• Monitor and manage hardware and software health and identify areas of opportunity to encourage productivity.
• Analyze and deliver quarterly health reports to customers.
• Perform Disaster Recovery tests for customers as directed.
• Perform Customer onboarding to our Managed Services.
• Participate in Critical Afterhours On-Call Support rotation.
• Provide after-hours support and maintenance to clients and their systems as required. Primarily with the goal of minimizing client downtime.
• Liaison between customer and vendors of customers' hardware and software for efficient support.
• Operate Vehicle in a safe driving manner.
• Cooperate with technical team and share information across the organization.
• Complete timely timesheets and work reports after customer service delivery.
• Change management of customer environments using our documentation tools.
• Triage, escalation, and scheduling of support tickets to Tier 3 or other specialized resources when required.
• Achieve Service Delivery Quotas and Key Performance Indicators (KPI) identified in the Job Role Success Criteria.
• Demonstrate successful use of downtime to complete self-study professional development.
• Other related duties as assigned.

Job Role Success Criteria

• Assigned Administration Key Performance Indicators (KPIs).
  • Customer Satisfaction Rating KPI.
  • Same day Resolution KPI.
  • Billable Target KPI
  • CSAT (Customer Satisfaction) Survey Conversion KPI
  • Missed Response KPI
  • CSAT Survey Conversion KPI
  • Timesheet & Absence Ratio KPIs.
• Training Schedule Completion.
• Documentation Scoring KPI.

Direct Manager Assessment & Feedback.

• Adherence to Employment Policies.
• Adherence to Health & Safety Policies including Covid-19 Vaccination Policy.
• Adherence to Office Security Policies.
• Zero days where Tier 2 coverage is not arranged for pre-scheduled service calls due to your absence (Critical Coverage).
• Zero days where after-hours coverage is not arranged for pre-scheduled on-call rotation.

Qualifications

• Proficient in Microsoft Office including Word, Excel and Outlook.

• Must have a high comfort level with engaging, educating, and sharing knowledge with customers.
• Experience working with ticket tracking applications.
• Experience with the following technologies is an asset:
  • Microsoft products including all recent versions of Microsoft Windows Server, Azure, Exchange, Microsoft SQL, SharePoint Online, Intune and Teams.
  • Active Directory and Group Policy
  • Remote Desktop & Client Access Technologies
  • Corporate Anti-Virus
  • Backup Technologies
  • DNS and DHCP
  • Mobile Device Management
• Ability to identify and diagnose technical issues in a timely fashion.
• Ability to participate in after-hours on-call rotation.
• Class 5 Driver's License and access to vehicle for customer site-visits.

Skills

• Proficient in the English language, excellent written and oral communication skills.
• Knowledge of basic business communication, including writing, editing, and formatting skills.
• Confident approach to working with customers.
• Excellent customer service skills and the ability to communicate information effectively in email, chat and over the phone.
• Excellent interpersonal skills and ability to work with clients and co-workers in a professional manner with a positive can-do disposition.
• Ability to adjust communication style based on technical understanding of the customer.
• Ability and willingness to adapt to procedures and a drive to learn.
• Ability to work in a fast-paced environment
• Time and priority management skills with an ability to make decisions independently and understand when escalation is required.
• Great attention to detail.
• Proficient problem solving & troubleshooting skills.
• High levels of patience and tolerance.
• Ability to work in a dog friendly workplace.

On Boarding / Training Requirements

• Up to 3 months on boarding requirement to work independently.
  • Technical Services process and policy documents
• On-the Job Training & Certification Requirements:
  • ConnectWise Manage - Service Engineer
  • ConnectWise Automate – Service Technician
  • ConnectWise Command
  • ConnectWise Control
  • ConnectWise Fortify
  • Auvik
  • IT Glue
  • ScalePad
  • ID Agent Dark Web Monitoring
  • Datto Certified Specialist
  • Datto Certified Advanced Technician
  • Dell Competency Rack/Tower Server
  • Fortinet NSE 2-3
  • Microsoft Teams
  • Accessible Workplace
  • Microsoft Teams
  • Microsoft SharePoint Online
  • Accessible Workplace
  • CyberSAFE

Decision Making

Level 2: Performs duties within scope of policies and procedures. Uses judgment within acceptable practices.

Leadership & Supervision

Level 2: Work leadership. Provide guidance to peers for defined tasks.

Overtime

Non-Exempt

Market Equivalent Title

Help Desk Tier 2