Senior Remote Support Engineer

Job Scope:  The Primary function of all technical staff of Innovation Networks is to perform service, installation, repair and maintenance or research on any reported problem as assigned. Plan and propose solutions, advocate software and systems and coordinate the problem solving process to ensure that the business standards and requirements are met. Think of multiple approaches to solve a problem and choose the most appropriate and efficient one.  Seek supervisor help if necessary to ensure customer service standards are met every time.

To be efficient in the above requirement, the following responsibilities are to be followed:

Responsibilities:

• Follow Policies and Procedures of the company.
• Troubleshoot calls efficiently and diagnose problems in a timely manner by implementing the most efficient and best solution for the client's needs.
• To complete all jobs within the expected times and achieve or exceed the productivity standards set by the company.
• Work closely with management to prioritize business goals and information needs.
• Interact with clients in a professional manner. 
• Communicate to clients in an appropriate manner. 
• Understand client's operations and systems.
• Translate client requirements into technical specifications in the ticket and ensure the ticket is complete or escalated to the next level.
• Complete accurately and track and log all required notes in the ticket as you complete the work. Keep proper records of all work done and how time was spent.  Ensure that any changes to passwords or important information is updated and secured properly.
• Determine potential solutions and test them for both technical and business compatibility.
• Keep Dispatch aware of your whereabouts at all times.
• Use proper equipment controls and account for all tools and equipment assigned to you
• Be professional, courteous, neat, clean and in proper attire when on duty.
• Ensure proper implementation of new systems.
• Keep up-dated with technical sector developments in the industry.
• Keep any vehicle assigned to you in a properly maintained condition

Technical Qualifications:

• Excellent command of the English Language and Communication Skills.
• Windows 2003 and above Networks (workstation and servers)
• Microsoft SQL, SBS, Terminal Services, Server 2003, Server 2008
• Microsoft Exchange Server 2003 and above
• Microsoft Windows XP, Vista, and 7 Workstations
• Microsoft Office Platforms
• Experience with Virtualization platforms such as Hyper-V and ESX VMWare
• Proven 5 + years of experience in Computer Networking with good references for us to check.
• MCSE 2003 Certification a must, current MCITP preferred or able to commit to a time line of obtaining it.
• Bondable
• Valid BC driver's license, car preferable.
• Flexible work hours, ability to do overtime when needed.
• Any UNIX and or Linux and or Apache experience an asset.

Any PHP and web development also appreciate