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CPU, Inc is comprised of a dynamic group of professionals dedicated to bringing Fortune 500 I.T. solutions to small and mid-sized businesses in Edmonton. We understand the distinctive needs of this niche market and have based our business model around providing our clients with a superior quality IT solution that has been previously out of reach due to cost and personnel factors – a solution that is extremely versatile, scalable to company size, and can be customized to virtually any business sector.

We are looking to hire a Tier 3 Technical Support Representative. The Tier 3 Technical Support Representative will mainly be responsible for taking part in various client related projects. The Tier 3 Technical Support Representative will also be responsible for creating Statements of Work, onboarding new clients, and handling emergency escalations.

The Tier 3 Technical Support Representative responsibilities include:

Creation of SOWs (Statements of Work) 20%

  • Establish clear SOWs to ensure expectations and needs are clearly established.

Emergency Escalations 5%

  • Handle appropriate escalations
  • Week long rotational on-call every 5 weeks

On-Boarding Tasks 10%

  • Work on onboarding tasks in conjunction with the Business Technology Analysts.
  • Work closely with both the Service Desk and the Business Technology Analysts to ensure that all of the clients’ needs are met.
  • Ensure the Customer Care Technicians and Service Desk Engineers are made aware of any issues discovered while on site.

Project Related Work 65%

  • Work with the projects team on various client related projects.
  • Ensure both deadlines and budgets are met in addition to ensuring client satisfaction
  • Regularly bring innovative ideas to team meetings and client projects.
  • Regular afterhours (evenings and weekends) deployment paid hourly on top of salary.

Qualifications:

  • At least 3 years of experience with VMware AND Hyper V
  • At least 1 years of experience with Storage Area Network (SAN) and Network Attached Storage (NAS)
  • At least 3 years of experience with Microsoft Exchange Server ( Migration & troubleshooting experience preferred).
  • At least 6 years of experience with Microsoft server 2003 and higher
  • At least 3 years of experience with managed switches
  • At least 2 years of experience with managed firewalls
  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Astaro appliances CSSA, Cisco CCNA, or VMware VCP
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Strong written and spoken English
  • Strong “on-the-fly” Diagnostic abilities
  • Ability to think creatively
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast moving environment
  • Familiarity with today’s technology
  • Drivers’ license is mandatory

Join our team today. Click here to apply online.

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