The DC Networks team is growing!

We are delighted to announce that we are hiring in the following positions: Field Service Engineer, Technical Support Engineer, and a new Account Manager.

Job Description

Role and Responsibilities Travel to and install, troubleshoot, repair, upgrade and recommend server solutions for our clients. Solutions will be either cloud or locally deployed as the environment dictates. Desktop, laptop support and installs will be required. Documentation is key aspect of the role. Good attitude for Customer Services. Helpdesk support will be part of the role. Working within a team of field service engineers. Some Project Management required. Accurate time keeping. Accurate ticket time entries.

Technical Abilities: Must have experience with all Microsoft Operating systems and Service Applications including but not exclusive of; Windows Server, Exchange, Hyper-V, Office 365, Azure, Group policy management, Remote Desktop Services, Windows Deployment tools, firewalls, routers, backup HW and SW. general IT support and maintenance.

Other Responsibilities

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Provide prompt and accurate feedback to manager
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues and troubleshooting steps are properly logged throughout the course of the ticket
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Ability to diagnose and troubleshoot various technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal

Behaviour & Competencies

  • Accurate / Honest communication with Manager
  • Customer Relationships (external and internal)
  • High Customer Services ethos (external and internal customers)
  • Teamwork
  • Feedback between staff
  • Punctuality/Time management
  • Attendance
  • Work ethic
  • Flexibility
  • Coaching and Mentoring
  • Motivation
  • Empathy
  • Respect of colleagues

Job Description

Role and Responsibilities Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

Job Brief:

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you would preferably hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus.

If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Other Responsibilities

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

Requirements

  • Proven work experience (3 years) as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments (any/all)
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Certification in Microsoft, Linux, Cisco or similar technologies is a plus

Job Description

The Account Manager will create and keep long-term, trusting relationships with our existing customers. The Account Manager’s role is to oversee a portfolio of assigned customers, develop new business by actively seeking new sales opportunities within that portfolio.

Role and Responsibilities

Operating as the lead point of contact for any and all matters specific to your customers. Building and maintaining strong, long-lasting customer relationships. Overseeing customer account management, including negotiating contracts and agreements to maximize profit. Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors. Ensure the timely and successful delivery of our solutions according to customer needs and objectives. Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. Develop new business with existing clients and/or identify areas of improvement to meet sales quotas. Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts). Prepare reports on account status. Collaborate with sales team to identify and grow opportunities within territory. Assist with challenging client requests or issue escalations as needed.

Requirements:

  • Proven work experience as a client facing representative or relevant role
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • Solid experience with CRM software AutoTask) and MS Office (particularly MS Excel)
  • Experience delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Excellent listening, negotiation and presentation abilities
  • Strong verbal and written communication skills

Apply Now


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