Field Support Technician

About Us

FA Servers is an IT Managed Services Provider and consulting firm based in the Greater Toronto Area (GTA). Founded in 2012, we strive to deliver innovative, turn key solutions to a wide variety of clients, ranging from small offices, to enterprise, and everything in between.

Our goal is to act as a trusted intermediary between our clients and their technology, and to deliver exceptional and personalized service. This includes, but is not limited to design, security, backup, disaster recovery, implementation, and help desk support.

The Position

We are looking for a full time Field Support Technician based in or around Winnipeg to join our growing team.

This is an IN-PERSON position and is based at a remote client site approximately 3 hours north of Winnipeg. Successful applicants will be required to work in the field on rotating shifts. All meals and accommodations will be provided during site shifts. As a result, all applicants must possess a valid Canadian driver's licence and have access to a personal vehicle. Typical site shifts/rotations are Monday-Thursday with alternating Fridays off, but are open to negotiation.

Responsibilities

You will be responsible for managing and coordinating day-to-day operations and support for end users at a remote client site. Additionally, you will act as the main liaison between our end users and our technical team, you will service client relationships, manage ticket escalations, resolve service issues and complaints, and work collaboratively with internal and external partners to ensure proactive maintenance of enterprise IT infrastructures.

Technical Skills:

• Installation, setup and troubleshooting of End User Devices (Windows, iOS, Android)
• Troubleshooting of various computer and peripheral equipment including printers, scanners, etc.
• Microsoft Active Directory with knowledge of AD based permissions
• Windows Server configuration and maintenance of common services including DHCP, DNS, RRAS, etc.
• Familiar with virtual machine environments (Hyper-V Proxmox).
• IP Networking knowledge including VLANs, VPNs, NAT and firewall configurations.
• Familiarity with structured cabling including installation and termination of Cat5e/Cat6.

Personal Skills:

• Excellent interpersonal skills including oral and written communication
• Strong analytical and problem solving skills
• Ability to work independently with minimal supervision
• Attention to detail

Tasks will include:

• Implementation of network topology, as well as client and server systems
• Systems wiring and cabling
• Setup and configuration of networking equipment including routers, switches, and firewalls
• End-user support and troubleshooting of both hardware and software
• Answering customer support calls and tickets
• Logging relevant information within our ticketing platform *
• Creation and maintenance of systems documentation and network diagrams

Preferred Extras:

• Programming and/or scripting experience, Powershell and .NET preferred
• Management of Office 365 and hybrid Exchange environments and Azure AD
• Experience in IP Subnetting and IP Routing (OSPF, BGP)
• Experience with Unix based operating systems, Ubuntu, Debian, CentOS, Proxmox etc.
• Experience with Cisco, Ubiquiti, Mikrotik, and/or FortiNet Equipment.
• Experience with Docker, Kubernetes, and WireGuard
• Experience in AD environments with more than one domain controller and AD replication
• Bilingual in French or Spanish is an asset.

Qualifications

• Minimum of 1 year of experience in a service delivery or administrative role, preferably in an IT services environment
• Good understanding of RMM and PSA solutions
• Ability to perform basic (Level 1) troubleshooting for clients.
• Experience with ticketing systems, and Service Level Agreements (SLAs)
• Excellent communication and customer relationship building skills
• Excellent time management and organizational skills, with an ability to multitask in a fast-paced environment
• Experience with remote support tools and technologies
• Ability to work and manage team assignments.
• A professional, positive, and customer-centric attitude
• Degree or diploma in a related field such as Computer Science or Information Technology is an asset

If you are interested in the position please submit your resume with a cover letter we will get back to you.

Job Types: Full-time, Shift, Permanent, In-Person