Summary:
Dental IT Corporation provides end-to-end Managed IT solutions for Dental and Medical professionals in the GTA. We are looking for friendly and client-focused technicians to join our team to provide remote/onsite support and project implementation for our clients. This role is hybrid with remote and onsite flexibility.
Responsibilities and Duties:
- Provide services and customer support during remote and field visits
- Triage & Resolve technical hardware and software issues by utilizing documented processes
- Logging timely and detailed descriptions of service requests, incidents, and problems in the ticketing system
- Manage all on-site installation, repair, maintenance, and test tasks
- Perform onsite analysis, diagnosis, and resolution of complex desktop problems for endusers, and recommend and implement corrective solutions
- Ensure that the clients’ technical needs have been resolved to their satisfaction
- Ensure service ticket status and details are updated accordingly while at the client site
- Engage & contact vendor to coordinate software, hardware upgrades and repairs
- Prioritize and schedule problems tickets for resolution
- Escalate tickets (when required) to the appropriate team members
- Develop instruction documentation and knowledgebase articles
- Ensuring accuracy, clarity, and quality of work reflecting an underlying drive to increase efficiency and track organizational measures
- Adhere to internal IT Policies and Procedures
- Must be able to communicate professionally and build positive relationships with customers
- Perform related duties consistent with the scope and intent of the position
As with many technology services, there is an expectation of availability off hours to join team rotation support for clients outside of normal working hours.
Qualifications and Skills:
- University degree or technical college diploma preferred and/or equivalent combination of education and experience
- Proven field service experience providing support while working with 3rd party hardware and software vendors
- Certification in A+, MCSE, or equivalent is an asset
- Dental software knowledge is an asset
- In-depth knowledge of Microsoft Server 2012/2016/2019/2022, Firewall, Router, Switches, Internet, Network Security, Antivirus, VPN, and Backup
- In-depth knowledge of LAN, WAN, DNS, DHCP, SQL, Group Policies
- Hyper-V and VMWare Virtualization management
- Office 365, M365, and SQL Server management
- Knowledge of Windows OS (7/10/11) & PC Applications including MS Office
- Able to read and understand technical manuals, procedural documentation, and OEM guides
- Strong analytical, problem solving, verbal, and written communication skills
- Maintain and develop positive professional relationships with existing and potential customers
- Ability to work independently and take initiative to improve customer support
- Must have a valid driver's license and access to a personal vehicle
- Willing to work overtime to meet business demands
- Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
Job Type: Full-time
Pay: From $52,000.00 per year
Additional pay:
Benefits:
- Automobile allowance
- Dental care
- Extended health care
- Paid time off
- Wellness program
Schedule:
- 8 hour shift
- Weekends as needed
Work Location: In person
