Why F12?
Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees to a minimum $70K salary – with career tracks beyond. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, and hard work, and we are looking for like-minded individuals to join us on our journey.
Alongside the Technical Services Manager, the Remote Operations Centre (ROC) Team Lead will assist in leading and mentoring the Remote Operations technicians. The role is a combination of supervisory duties (60%) and active hands-on troubleshooting & resolution of complex IT incidents and problems (40%). The ROC Team Lead will be expected to have expertise in virtualization, networking, application support and cloud computing technologies along with some team management or leadership experience.
What You Will Be Doing
- Manage the ticket queue daily to ensure that escalated requests are being correctly prioritized and efficiently resolved within the established SLAs
- Perform daily ticket reviews with each technician to ensure tickets are being handled correctly, and that technicians are escalating/handling them in a timely fashion
- Responsible for monitoring & analyzing team performance metrics, identifying areas of improvement and working with reporting manager in implementing corrective actions
- Act as primary contact for escalations from frontline technicians, clients, and Technical Service Managers
- Provide technical support & guidance to the team in resolving complex technical issues by acting as SME in various technical verticals
- Identify and report proactive issues by analyzing service ticket queues and CSATs
- Assist in major IT incidents
Who You Are
- Computer Science / IT related college diploma or university degree is an asset; equivalent work experience will also be taken into consideration
- Experience building and maintaining support relationships with clients
- Minimum 6+ years of progressive experience as System Administrator or similar IT support role; 3+ years of the experience must be in a senior technical support role
- Minimum 1+ year of experience in a management or leadership role in IT service delivery environment
- SME level experience in following technologies: Windows Server & Desktop Administration (ADDS, GPO, DHCP, DNS, Print Management); Virtualization (VMware ESXi, MS Hyper-V, or similar other hypervisors); Networking (Network Firewall administration, VLANs, VPNs, Routing & Switching. Hands on experience with solutions from HP, WG, Cisco, Fortinet an asset); In-Depth experience with O365, SharePoint, Azure AD, Azure Cloud, ADFS
- Following IT industry certifications are an asset and highly preferred: MCSA, MCSE, Azure Administrator, Azure Architect, CCNA, CCNP, Network+, VCTA, VCP
- Excellent communication skills (oral & written) with ability to present information in non-technical language
- Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
- Professional, responsive, and positive work attitude is essential
What You Can Expect from Us
We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:
✓Health Spending or RRSP Matching
✓Three weeks vacation plus extra Flex Days
✓Flexible Work Arrangements
✓Reimbursements for educational advancement and certifications
✓Leadership development opportunities and growth coaching
Job Types: Permanent, Full-time
Salary: From $75,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Surrey, BC V3S 1C4: reliably commute or plan to relocate before starting work (required)
Experience:
- Information Technology/Service Desk: 5 years (required)
- managerial/leadership: 1 year (required)
Work Location: In person
