Senior IT Service Technician; Tier 2

Position: Senior IT Service Technician (Tier 2)
Senior IT Service Technician (Tier II)
Smartt is in search of a Senior IT Service Technician 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 apply your deep expertise in a variety of challenging client environments, then we want to hear from you!

About the Role
The ideal Senior IT Service Technician can’t wait to get their hands on a technical problem and won’t let go until they have found the answer. They have technical chops that they want to deepen, are a people person who wants to WOW clients every time they provide support, and are comfortable speaking about budgets and end‑user technology challenges. They believe deeply in accountability and doing what they say and want to lead more junior team members as they grow.

The successful candidate will be responsible for deploying, configuring, managing, scaling and troubleshooting corporate client IT needs, including network, hardware and software on and off‑site across a variety of platforms, systems, services, tools, and technologies.

The successful candidate will have the opportunity to develop into a  T Shaped Professional  with a general IT knowledge and deepening subject matter expertise.

What’s in it for you?

$60,000-$100,000 Salary (adjusted with commensurate experience)

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

BC Statutory holidays

Flexible schedule and work location

Extended health and dental benefits

Free Internet connection at home

Sponsored & paid education plan so you learn and grow

Sponsored & paid technology fund so you can get great gear!

Weekly team lunches, team events, and outings

What will you be doing?

Provide end‑user, on‑premise, edge to core to cloud, troubleshooting, support, maintenance, provisioning, and procurement of hardware/software

Maintain and manage day to day IT, client accounts, create quotes, and deliver according to our Values and SLA's

Centralize, automate, optimize, and scale services wherever possible and necessary and develop SOP's, MOP's, Job Aids & Documentation

Create client budget as needed and contribute to client budget in support of Account Manager (Flex Hours) including coordinating with internal Smartt team

Contribute and maintain an effective Project Backlog of recommendations that add value to the client, and upsell valuable services

Know and recommend Smartt services, collaborate with internal/external stakeholders, and contribute to IT Strategy

Mentor and train Junior team members and proactively hand off Senior work to Junior team members

Recommend technical improvements to Expert/Architect team members

Monitor and respond to emergency support request within our SLA guidelines

Create and contribute to monthly reports and projects

Be accountable for logging & fulfilling billable hours on a daily, weekly, monthly, and yearly basis while adhering to vendor and internal Smartt best practices.

What qualifications are we looking for?

Bachelor’s degree in Technology, or post‑secondary technical education

2+ Years experience

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

In‑depth knowledge of firewall and VPN setup and configuration

VMware Virtual Servers configuration, maintenance, migration

Windows Server 2003‑2019 configuration, maintenance, migration

Azure and AWS cloud configurations, best practices and production deployments

Unix/Linux Servers configuration, maintenance, migration

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

Valid BC driver’s license

Schedule:

8 hour shift

Monday to Friday (08:00 - 17:00)

On call

Weekend availability

Hybrid work arrangement

Ability to commute/relocate:

Burnaby, BC V5C 6N3: reliably commute or plan to relocate before starting work (required)

Reliably commute to client sites on a daily/weekly basis (required)

What we give bonus marks for?

Previous experience with an MSP, TSP or ITSM

Programming…