Responsibilities:

• Uphold and demonstrate Company's Core Values during interactions with internal and external customers, and with fellow colleagues
• Responsible for daily coordination of Field Service and Project Delivery staff
• Responsible for daily supervision of all open service requests in Vancouver and Victoria, including local projects and IMAC requests
• Responsible for ensuring that service level agreement (SLA) targets are achieved
• Escalate any unresolved service related issues to senior management in a timely manner
• Act as focal point for internal customer escalation resolution
• Local technical support/subject matter expert to support Field Service and Project Delivery staff for hardware and software related issues w/ multimedia, desktop, laptop, server and printer equipment
• Work with local management to support and facilitate technical training and certifications for Field Service and Project Delivery staff
• Identify areas of operational improvement, and support improvements by providing innovative solutions
• Maintain ownership of key initiatives and see them through to implementation

Qualifications:

• Minimum 5 years’ related experience in technical service/support role or equivalent
• Demonstrated proficiency w/ Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Exceptional verbal and written communication, and listening skills
• Effective organizational and time management skills
• Strong analytical/problem solving skills
• College or University Technical Program Diploma and/or equivalent related business experience
• CompTIA A+ Certification
• Demonstrate a sense of urgency to complete tasks and assignments within identified timelines
• Ability to diffuse tense customer situations and project a positive, confident outlook
• Ability to transfer knowledge and experiences to other technicians
• Ability to accept direction and follow processes and procedures consistently and accurately
• Ability to work independently as well as in a team environment
• Valid driver’s license and vehicle an asset
• CompTIA PDI+, Server+ and Network+ an asset