IT System - Escalations Technician

PLEASE READ: This is a remote position in Calgary Alberta. We are looking for a technician to work from home but is able to be dispatched to our client locations in the area when required. About Us: AlphaKOR was founded in 1995 and specializes in simplifying information technology to help our customers succeed. We combine these technologies into a managed service to provide our customers with the equivalent of a Fortune 500 IT Department to help drive, accelerate, protect, and future proof their businesses. Our guiding philosophies dictate a balance between creating the ultimate experiences for our customers, our teammates and ourselves. As a multi-award-winning company, we have a proven track record of success by merging the worlds of people, processes, and technology. We offer: • Competitive wages and benefits • RRSP matching • Mileage reimbursement or use of company vehicle for off-site service work • Convenient location near Lauzon and EC Row, on the Lauzon 10 bus route • Open, collaborative office environment, next to the outdoor trail along Little River, perfect for breaking up your day with some exercise and fresh air • Discounts on personal computer purchases • Onsite ping pong & bike desk • Weekly indoor soccer and outdoor skating for employees and families • Numerous networking, community, and social events • Opportunities for continuous learning, company subsidized training, mentoring, and internal growth Position Purpose/Summary: The Technical Specialist is responsible for the following onsite support: installing, maintaining and troubleshooting servers, LAN, WAN and network infrastructures. Duties and Responsibilities: Provide support for customers and internal staff in resolving technical issues Communicate effectively with customers and internal staff ensuring an exceptional customer and co-worker experience Demonstrate excellent self-management skills by managing loose-ends and task follow-through Perform timely administration using concise technical writing techniques that provide the customer and internal staff with professional documentation Work with senior staff for advanced-level projects, break-fix and work order implementations Remote, in-house and onsite work orders for workstations, printers, servers and connectivity equipment On-site assistant for project implementation Preventative maintenance for workstations, servers and printers Break-fix RMM deployment Cloud services deployment Administration for workstations, servers, printers and network connectivity equipment Routing and connectivity equipment implementation and repair Workstation in-house preparation Ticket self-management and additional request follow-through Exceptional administration, documentation and communications Escalation for lower tiers Exceptional work ethic to ensure problem has been resolved and client is fully satisfied Perform post-resolution follow-ups with end-user and team members as required After-hours rotation Team support for after hours Required Qualifications: A University level Computer Science degree, or a College level Computer Systems Technology diploma, plus a minimum of 2-3 years field experience CCNA strongly preferred Strong English written and verbal communication skills required Knowledge of the implementation, maintenance and troubleshooting of the following processes: VPN, routers, firewalls, switches, wireless, MS Server, SAN, MS Exchange, Terminal Services, MS Active Directory, virtualization, fault tolerance, disaster recovery and data backup Take pride in tasks, earn respect through actions, go beyond job expectations, and lifelong learners If you are interested in capitalizing on this exciting opportunity with one of Southwestern Ontario's leading technology companies, please submit your resume for consideration. AlphaKOR Group welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.