Team Leader/ Field Engineer
Location: Markham, Ontario
Status: Full-Time, Employee
Job Category: Field Services
Relevant Work Experience: 3-5 Years
Career Level: Experienced (Non-Manager)
We are currently seeking a highly skilled Team Lead with the drive and determination to help us support our client base. This position reports to our Technical Services Manager. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills. If you have the experience and the desire, we'd like to talk to you.
Our Team Leaders are responsible for maintaining user uptime and improving their computing experiences through effective onsite maintenance and problem identification and resolution activities, as well as growing and developing the organizations perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.
This position will include identifying user problems and working within a structured problem management and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective field support services. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction.
Job duties include utilizing our professional services automation (PSA) solution along with other service-specific tools and technologies to deliver onsite user support services and update service request information and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications and developing and maintaining relationships with user and vendor contacts.
Minimum Skills Required:
Minimum three years experience
Microsoft Certified Professional status
Excellent knowledge of our supported software and technologies
Strong interpersonal skills required to effectively communicate with users and vendors
Passion for teamwork, continuing education, problem solving and exceptional customer service
Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
Experience with IBM/Lenovo, Fortinet and Citrix technologies a plus
Valid driver's license and proof of insurance
Background check and drug screen required
This Position Entails:
Troubleshooting user problems onsite
Accurate documentation of all activities conducted
The ability to manage, maintain, troubleshoot and support our users networks, equipment, software and services
The ability to learn quickly and adapt to changing requirements
The Successful Candidate must be:
Professional and articulate
A relationship builder
A problem solver
Benefits include group medical/dental insurance, 3 weeks paid vacation, holidays, personal & sick time and training reimbursement. Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance and customer service requirements, with initial compensation commensurate with relevant experience.
Qualified candidates please submit a current resume, along with salary history to: email@example.com