Not just a job…
a community
a partnership
a teamYou’ll experience them all with the TLD and CustomWorks team. As a corporate division of London Drugs, one of Canada’s fastest growing and most successful organizations, we know what it takes to build a satisfying career. TLD has been a leader in IT solutions in Western Canada for over 30 years and CustomWorks has been designing, supplying and installing innovative Audio Video Systems for businesses and residences for over 20 years.We’ve built our reputation by providing innovative solutions and professional service, focused on developing long-lasting relationships with not only our clients, but our suppliers and employees as well. We are seeking innovative, customer focused people to join our team!Our TLD Computers and CustomWorksDivision in Richmond, BC currently has opportunities for:IT Service Analyst This position is responsible for handling first level support service requests for all technology, including workstations, server, printers, networks and vendor specific hardware and software. Provide basic support and troubleshooting, such as password resets, break/fix instructions, license assignments, documentation preparations, printer configurations, simple software installations and windows imaging, escalation to software vendors and/or Tier 2-3 support. This position plays a supporting role to the Tier 2-3 support and requires a high level of communication, ongoing skill development and attention to detail.Responsibilities include:
Resolve first level service requests and alerts involving technology at client sites including workstations, server, Microsoft Office, printers, routers, firewalls, VPN, Remote Desktop Services, phones, backup solutions and vendor-specific hardware and software.
Research and escalate issues to proper resources with the TLD Technical support team.
Document all support issues, resolutions and time in the company approved ticketing systems.
Communicate with clients in a professional and timely manner as required; keeping them informed of incident progress, notifying them of impending changes as per the TLD process.
Produce and provide simple documentation for Statements of Work (SOW).
Communicate clearly within all company staff and clients on the progress of a project as required.
Participate in vendor training as required.
The successful candidate should possess the following:
Excellent communication skills, both written and verbal.
Adapts easily to change.
Strong analytical skills.
Ability to work quickly and accurately under pressure.
Ability to work with all levels of staff both internally and externally.
Ability to communicate both on a technical level and a business level. Able to work on tasks with support from Senior Systems Engineers.
Participate effectively as a team member on larger projects under supervision from a Project Manager.
Capable of thinking outside the box and solution focused.
Must have demonstrated strong technical and organizational abilities.
Has the ability to simplify and break down complex problems into practical solutions.
Experience in working on Windows based server administrative console.
Ability to effectively prioritize work.
Conscientious in meeting schedules and deadlines.
EDUCATION & KNOWLEDGE:
Completion of Computer Science Degree or Information Technology Certificates such as CompTia or MCSA. This could include certification in relevant products used by TLD such as Windows OS, Backup software, etc.
Mac OS knowledge preferred.
1+ years of personal computer experience and a strong understanding of operating systems, business applications, printing systems and network systems.
Understanding of ITIL process and procedures.
Understands areas of computing infrastructure and application deployment. These include but are not limited to:
Networking and Telecom (Troubleshooting network connection, IP address, DHCP, DNS, Ping, Tracert etc.)
Operating Systems (OS installation and deployment. Having experience with system’s image deployment and upgrade
Database Systems (Familiar with Active Directory: creating user account, password policy, password reset)
Integration Technologies (System monitoring. Checking error log files and analyzing system reports)
Storage and Server Technologies (Familiar with Backup and restore system. Troubleshooting backup job alerts and errors. Having experience with backup software such as Barracuda and Symantec Backup)
Security Concepts (Data security: Familiar with NTFS permissions, data access and user’s level of access in network)
Employees will be scheduled 40 hours per week, Monday to Friday 8:00am-4:30pm. Occasional shifting of hours to meet the clients needs maybe required.We offer advancement opportunities through our promote-from-within policies, salaries commensurate with experience, as well as the potential to earn bonuses. We offer a comprehensive benefits program including:
Comprehensive medical, dental, prescription drug and vision coverage for you and your family (Ensuring you and your family are taken care of)
Employee Discount Program (Sharing our success)
Ongoing In-House Training & Education Courses (Lifelong learning)
Employee Family Assistance Program (Free confidential counselling)
Employee Recognition Program (Tangible rewards for great work!)
If you possess the necessary skills and expertise and would like to join an exciting team of professionals,Apply Now!We are an equal opportunity employer. The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, London Drugs DOES NOT use third party recruitment services.