- Company NameTetra Tech EBA Inc
- Job TypeFull-Time
- AddressVancouver, BC
We are currently looking to hire an IT Branch/Field Operations support technician position to join our IT Branch in our Vancouver, BC office. This position reports to the IT Support Manager and Services within the enterprise.
The successful candidate should have 2-3 years of experience and an understanding of desktop support, basic network topology, great troubleshooting abilities and attention to detail with ability to translate those details to the end-user. Be able to occasionally lift equipment ranging from 25-50lbs. This role will support approximately 2,500 users in different offices.
Responsibilities:
Performing initial triage and attempting resolution of incidents reported to the virtual Service Desk.
Responsible for prompt resolution of assigned customer problems and requests within service level targets via the ticketing process.
Act as a first responder on the Tetra Tech IT Help Desk phone line
Applying a broad range of technical expertise to examine and diagnose hardware and software problems.
Providing hardware and software support including: user training; installation, testing, evaluation, and troubleshooting for computer equipment.
Acting as Emergency On-Call and responding to respond to any after hour service escalation.
Maintaining an open line of communication with clients, keeping them informed on the status of problems, issues, and service requests.
Troubleshoot end-user technical issues for desktop/laptop/software via face to face, email, phone and Tetra Tech’s ticketing system.
Train user staff and faculty in IT solutions.
Assist other IT staff with branch office related problems.
Install/configure new computers and other IT equipment and assist users in on-boarding.
Maintain inventory of and have knowledge of all local IT systems and equipment including servers, telephony systems, copiers, network hardware (switches, routers, firewalls, etc.), and server room hardware (UPS, environmental monitoring, etc.).
Identify problems and maintain printers, copiers and scanners in a production environment.
Research and learn about new software in the market that relates to the organization’s functions for that location.
Track, prioritize and document requests using the Tetra Tech IT support request system.
Review open tickets/issues in local office/region, add local knowledge to tickets, works one on one with users, concierge tickets to completion.
Look for trends in open office/region tickets that may be created by larger local issue, work with service desk to update/group tickets as needed.
Qualifications:
Ability to work in Canada without sponsorship
Bachelor or Associates degree with emphasis and/or significant course work in Computer Science.
Minimum 2 years’ experience in a network environment or any satisfactory combination of experience and trainingwhich demonstrates the knowledge, skills and abilities to perform the duties of the position.
Self-motivated with excellent communication skills in English. Ability to communicate in French is considered an asset.
Related experience and training in troubleshooting and providing help desk support.
Working knowledge of relevant software, hardware, and equipment for the typical end-user.
Proven knowledge of Windows 7, 10, and O365.
Detail oriented, self-motivated and resourceful.
Multinational support experience is a plus.
Travel Requirements
Occasional travel to Tetra Tech’s offices in the local regional office as well as across Canada will be required for support and project visits.
Additional Information
A requirement of working for Tetra Tech is that you are at least 18 years of age and legally entitled to work in Canada without sponsorship. (A copy of a valid work permit may be required.)
To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required. As this position may be serving clients that have COVID-19 vaccination requirements for site access, we will be confirming your eligibility to comply with this requirement.
Apply Now!
We offer a great place to work, and an engaging culture that is based on innovation, collaboration and integrity. Our compensation plan includes a competitive hourly rate and excellent opportunities for growth and advancement.
Explore our open positions at https://www.tetratech.com/careers. Follow us on social media to learn more about our people, culture, and opportunities