**Experienced Entry-Level Overnight IT Service Technician – Remote Support Specialist for Cloud-Based Services**

About Us

Welcome to VC3, a leading provider of specialized expertise in managed services and cybersecurity solutions. With nearly 30 years of experience, we've established ourselves as a trusted partner for those who serve with technologies that make life safe and simple. Our team is passionate about delivering tailored solutions that meet the unique needs of our clients, and we're committed to creating an extraordinary work environment that fosters growth, collaboration, and mutual success.

Our Core Focus

At VC3, we're dedicated to serving those who serve with cutting-edge technologies that make a real difference in people's lives. Our focus is on delivering exceptional managed services and cybersecurity solutions that protect our clients' interests and help them achieve their goals. We're passionate about staying ahead of the curve, and we're committed to continuous learning and innovation to ensure that our clients receive the best possible support.

Your Growth

We're a growth-minded organization that prioritizes development and offers numerous opportunities for career advancement. Our core value of being Passionately Curious drives our commitment to creating a dynamic learning environment that emphasizes hands-on experiences and formal development programs. We believe in celebrating continuous learning and propelling our team members' careers forward.

Key Responsibilities

As an Overnight IT Service Technician, you'll play a critical role in providing technical assistance to our clients and responding to their inquiries. Your responsibilities will include:

• Understanding and following "The VC3 Way," our set of standards and processes that produce a predictable result for our clients.
• Providing end-user support to VC3 clients via inbound phone, email, and webchat.
• Triage inbound service requests from VC3 clients and determine the appropriate course of action to resolve the issue.
• Using an ITIL-founded triage model to identify and categorize inbound requests and incidents.
• Fulfilling client-requested Installs, Moves, Adds, and Changes (IMAC).
• Working with and troubleshooting issues with Active Directory, Exchange, and O365.
• Assisting users with password resets and account unlocks.
• Assisting users with updating email information (signatures, distribution lists, contact profile).
• Completing user account creations, workstation user profile setup, and terminations.
• Running and pulling workstation reports from our remote management tool.
• Investigating spam/phishing emails, securing compromised email accounts, and malware scan/removal.
• Troubleshooting applications.
• VPN/Remote access setup and troubleshooting.
• Configuring/troubleshooting printers (including scan to folder, scan to email, driver issues).
• Changing folder structure and NTFS/share permissions.
• Troubleshooting offline file sync issues.
• Troubleshooting DNS issues for domain-joined workstations (onsite and remote).
• MAPPING network drives.
• Missing/deleted email recovery.
• Basic server troubleshooting and reboots.
• Backing up and wiping old unused workstations.
• Troubleshooting workstation performance issues.
• Repairing corrupted system files.
• Updating Windows/Drivers/Applications.
• Best effort cell phone support (e.g., setup of email on mail app).
• Adjusting phone systems, call forwarding, updating extensions.
• Troubleshooting, best effort support on personal/home network and device issues.
• Troubleshooting issues on Windows and macOS.
• Troubleshooting hardware issues (monitors, keyboards, mice).
• Mobile Device Management.
• Running diagnostic programs to resolve computer problems.
• Server & Network device management (connectivity issues & New user setup).
• Follow-up with clients to assure issue resolution.
• Escalating out-of-scope issues to the appropriate elevated team.

Additional Responsibilities

In addition to the key responsibilities outlined above, you'll also be expected to:

• Maintain accurate and up-to-date documentation through the change management process.
• Document new or previously undiscovered applications or processes.
• Create basic "How to" guides/instructions for end-users.
• Maintain accurate and real-time up-to-date timesheets.
• Maintain and manage your service tickets and overall service board.
• Attend monthly training & team meetings as required.
• Participate in the on-call rotation (1 week every 3-4 months).
• Perform additional duties as required.

Skills, Knowledge, and Expertise

To be successful in this role, you'll need to possess the following skills, knowledge, and expertise:

• At least 1-year practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment.
• Demonstrable understanding of the following technologies:
• Windows 7, 8, 10, 11.
• Microsoft Office Suite (2010 & Newer).
• Microsoft/Office 365.
• Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022.
• Active Directory.
• DHCP.
• DNS.
• Terminal Services.

Additional Information

Please note that:

• Minimal travel is expected, however some is possible.
• Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.
• VC3 offers a comprehensive benefit package and 401K/RRSP company matching.

Ready to Apply?

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application.