Ammolite partners with organizations to maximize their investments in technology. Providing exceptional customer service, Ammolite Technology empowers users through consultations, tools, and training. With decades of combined experience, Ammolite's experts offer customized IT support, turn-key technology management, and procurement solutions. Vendor partners include Microsoft, VMware, Dell, Inuvika, Lenovo, Google Cloud, iXsystems and Veeam. With locations in Calgary, Victoria and Houston, TX, Ammolite provides strategic IT solutions to businesses across Western Canada and in the United States.

The Senior IT Support Analyst (Field) is one of the most important roles in our organization. You have a relentless drive to create amazing service experiences for our clients who have placed their trust in our team. Often the first point of contact for our clients, you help facilitate and guide them through their requests and work with our internal team and partners to deliver amazing outcomes. While this role has a heavy focus on technology troubleshooting, it is your customer service experience that is most valued. You will have a team of technical subject matter experts behind you to help with client requests and incidents. Through pro-active friendly communication you will be counted on to keep clients informed on their requests and ensure their complete satisfaction.

This role will be a hybrid support role where you will be counted on to assist users remotely (phone/email/chat etc.) and when required visit client in their offices in Southern and Central Vancouver Island.

•  Embrace your role as a company ambassador and deliver amazing customer experiences through listening to customer inquires and finding the appropriate solution(s).

•  When required, work with clients at their locations troubleshooting networking, hardware and software issues, providing technical guidance/training and assisting with equipment setup/moves.

•  Act as a trusted advisor to find ways clients can leverage technology to improve their workflows, collaboration, security and productivity.

•  Respond and track support requests via our internal CRM ticketing system for technical assistance via phone and email.

•  Collaborate with other Ammolite team members to resolve service tickets as efficiently as possible.

 

•    Outstanding customer service and communication skills.

•    8+ years of experience in Technical Support role.

•    Experience providing deskside support for users (including Executive/”white glove” users).

•    Training/education in a technology related program.

•    Strong knowledge of various Windows operating systems, devices, and Microsoft Office.

•      Preference given to candidates that have experience with the Microsoft 365 administration console, Azure administration and intermediate or higher networking experience.

•    Highly developed problem-solving skills.

•    Able to lift/move technology equipment such as computers, monitors etc.

•    Familiarity with CRM/ticketing systems and entering technician notes, time entries etc.

•    Previous experience with a Managed Services Provider (MSP) would be a bonus.

•  Microsoft Office 365, Microsoft 365 & Azure

•  Google Workspace

•  Fortinet, Cisco and other networking solutions

•  Veeam, VMWare and other virtualization and management platforms.

•  Various industry leading cybersecurity platforms and solutions.

•   Training and Development opportunities

•   Skilled technical team that can provide mentorship

•   Opportunities for advancement

•   Employee Health Benefit Plan

•   Active participant in a high-growth organization

•   Friendly contests and incentives based on positive client feedback