Solutions Expert | Lead and Deliver Projects

Driving Business Outcomes with Technology

Broadview Networks helps organizations improve productivity through the implementation and support of technology while Broadview Academy improves staff productivity by helping people use the technology. With both a downtown and Taylor Avenue location in Winnipeg, we take pride in our outstanding response record for both remote and onsite support. Being awarded a Manitoba Top Employer for 2021 speaks to the priority we put on people; our staff and our customers come first. As an employer, we are committed to creating a workplace that is inclusive, diverse, and equitable.

Broadview Networks is a Social Purpose Innovator Company

We exist to foster an equitable workforce to deliver secure solutions with a low-carbon footprint.

Purpose of Position

Lead and deliver projects, provide escalated remote and on-site support for high-level technical support inquiries for a variety size of customers. Provide mentoring to the Support & Implementation Teams.

Minimum Experience

Experienced

Work Experience

5+ years experience in a senior technical support role.
3+ years experience in a consulting role.
2+ years' experience working on projects.
Experience with a Service Ticketing Tool would be an asset.
Experience with Microsoft Teams would be an asset.
Experience with Microsoft 365 & SharePoint would be an asset.

Education Requirements

A postsecondary degree in information technology, or equivalent experience.

Certification Requirements

Microsoft MCSE, MSCA, MCITP Server Administrator, MCITP Server Enterprise
would be an asset.

Job Role Responsibilities

Provide mentorship to all of the Support team.
Build positive relationships with customers.
Monitoring and management of support ticket system to ensure timely
response and updates to tickets under your ownership.
Correspondence with customers, vendors, partners, and team members
documented in support ticket system.
Timely management of own schedule.
Take on escalated tickets from the Support team.
Assist or lead project work as directed by Project Coordinator.
Setup, configure and deploy new and existing hardware and software.
Monitor and manage hardware and software health and identify areas of
opportunity to encourage productivity.
Analyze and deliver quarterly health reports to customers.
Perform Disaster Recovery tests for customers as directed.
Participate in Critical Afterhours On-Call Support rotation.
Work with the Sales Team and our customers to provide technical pre-sales
and draft scopes of work.
Provide after-hours support and implementation to clients and their systems as
required. Primarily with the goal of minimizing client downtime.
Operate Vehicle in a safe driving manner.
Cooperate with technical team and share information across the organization.
Complete timely timesheets and work reports after customer service delivery.
Comprehend customer requirements and make appropriate
recommendations.
Change management of customer environments using our documentation
tools.
Triage, escalation, and scheduling of support tickets to other specialized
resources when required.
Achieve Service Delivery Quotas and Key Performance Indicators (KPI)
identified in the Job Role Success Criteria.
Demonstrate successful use of downtime to complete self-study professional
development.
Other related duties as assigned.

Job Role Success Criteria

Assigned Administration Key Performance Indicators (KPIs).
Customer Satisfaction Rating KPI.
Project Duration KPI
Billable Target KPI
CSAT (Customer Satisfaction) Survey Conversion KPI
Timesheet & Absence Ratio KPIs.
Training Schedule Completion.
Documentation Scoring KPI.
Direct Manager Assessment & Feedback.
Adherence to Employment Policies.
Adherence to Health & Safety Policies including Covid-19 Vaccination Policy.
Adherence to Office Security Policies.
Zero days where after-hours coverage is not arranged for pre-scheduled on-call
rotation.

Qualifications

Demonstrable experience as a mentor.
Proficient in Microsoft Office including Word, Excel and Outlook.
Must have a high comfort level with engaging, educating, and sharing
knowledge with customers.
Experience working with ticket tracking applications.
Experience leading or working on projects.
Experience with the following technologies is an asset:
Microsoft products including all recent versions of Microsoft Windows
Server, Azure, Exchange, Microsoft SQL, SharePoint Online, Intune and
Teams.
Firewalls, NAT Policies.
Switching & Routing
Active Directory and Group Policy
Remote Desktop & Client Access Technologies
Corporate Anti-Virus
DNS and DHCP
Backup Technologies
Mobile Device Management
Hyper-V and VMWare virtualization platforms.
SAN Architecture
Ability to identify and diagnose technical issues in a timely fashion.
Ability to participate in after-hours on-call rotation.
Class 5 Driver s License and access to vehicle for customer site-visits.

Skills

Proficient in the English language, excellent written and oral communication
skills.
Knowledge of basic business communication, including writing, editing, and
formatting skills.
Confident approach to working with customers.
Excellent customer service skills and the ability to communicate information
effectively in email, chat and over the phone.
Excellent interpersonal skills and ability to work with clients and co-workers in
a professional manner with a positive can-do disposition.
Ability to adjust communication style based on technical understanding of the
customer.
Ability and willingness to adapt to procedures and a drive to learn.
Ability to work in a fast-paced environment
Time and priority management skills with an ability to make decisions
independently and understand when escalation is required.
Great attention to detail.
Exceptional problem solving & troubleshooting skills.
High levels of patience and tolerance.
Ability to work in a dog friendly workplace.

On Boarding / Training Requirements

Up to 3 months on boarding requirement to work independently.
Technical Services process and policy documents
On-the Job Training & Certification Requirements:
ConnectWise Manage - Service Engineer
ConnectWise Automate Service Technician
ConnectWise Command
ConnectWise Control
ConnectWise Fortify
Auvik
IT Glue
ScalePad
ID Agent Dark Web Monitoring
VCIO Toolbox
Microsoft Teams
Accessible Workplace
Microsoft Teams
Microsoft SharePoint Online
Accessible Workplace
CyberSAFE
Choose a Specialist Track
Infrastructure
MCSE: Core Infrastructure (70-744, 70-745, 70-413)
(+15mo)
Dell Server Competency (+6mo)
Cloud
Microsoft Certified: Azure Stack Hub Operator
Associate (AZ-600) (+6mo)
Microsoft Certified: Azure Virtual Desktop Specialty
(AZ-140) (+9mo)
Microsoft 365 Certified: Teams Support Engineer
Associate (MS-740) (+6mo)
Microsoft 365 Certified: Enterprise Administrator
Expert (MS-100 and MS-101) (+12mo)
Networking
Dell Networking Competency (+6mo)
One of; Fortinet NSE 5, or 7 (+6mo)
Microsoft Certified: Azure Network Engineer Associate
(AZ-700) (+9mo)
Security
Microsoft Certified: Identity and Access Administrator
Associate (SC-300) (+6mo)

Decision Making

Level 2: Performs duties within scope of policies and procedures. Uses judgment within
acceptable practices.

Leadership & Supervision

Level 2: Work leadership. Provide guidance to peers for defined tasks.

Overtime

Non-Exempt

Market Equivalent Title

Systems Administrator