General Responsibilities
The Support Technician at Digital nGenuity reports to the Service Manager. The Support Technician is responsible for servicing the Company’s clients in a courteous, proficient and professional manner. Support Technicians are expected to work closely with their colleagues, the President, VP Operations, Business Solutions Consultant, Project and Service Managers to carry out their individual and collective responsibilities in an efficient, friendly and cooperative working environment.
1. General Qualities
a. Support Technician are generally available to work between the Company hours of operation, Monday to Friday, 8:30 AM to 5:00 PM unless other arrangements have been approved by the VP Operations and Service Managers.
b. There will be occasions when services will be required outside of these times and Support Technicians will need to be available and willing to work whatever hours are reasonably required to carry out the general and specific functions of the position as directed and approved by Management.
c. The Support Technician is expected to have, or to achieve within a relatively short period of time, a broad familiarity with all Service operations, staff relationships, the ability to anticipate problems and solutions, and the ability to understand and effectively meet the needs of the Company.
d. Support Technicians must be able to fulfill work responsibilities, establish priorities, follow and monitor progress and projects and report in an efficient and effective manner on problems and provide approaches or solutions to problems to the Service Manager.
e. Support Technicians must work well with all Managers and staff working in the Company.
f. Support Technicians must be prompt and efficient in carrying out responsibilities and must at all times demonstrate quality and accurate work.
g. All Service Technicians, including those in Management Roles, are expected to display a general willingness, as required and able, to respond to after-hours client emergency requests for support.
2. Required Skills
a. Support Technicians are expected to learn the various software utilized by Digital nGenuity to support the client base. These include, but are not limited to; Autotask, N-able, IT Glue, MSP Mail, Remote Desktop Manager, ZeroSpam, SmarterMail, MxToolbox, and other tools that may be identified.
b. Install, maintain, troubleshoot and administer the use of local area networks (LANs).
c. Install, maintain, troubleshoot and administer the use of wide area networks (WANs).
d. Install, maintain, troubleshoot and administer the use of computer workstations.
e. Install, maintain, troubleshoot and administer the use of peripheral equipment.
f. Evaluate and install computer hardware, networking software and operating system software.
g. Utilizes Consoles and Dashboards to monitor the performance of computer systems and networks and to co-ordinate access and use of computer networks.
h. Provide problem-solving services to network users.
i. Implement data, software and hardware security procedures.
j. Perform network start up and shut down operations and document as required.
k. Perform data backups and disaster recovery operations.
l. Implement network traffic and security monitoring software.
m. Install, maintain, troubleshoot and upgrade Web-server hardware and software.
n. In all aspects of their work Support Technicians are expected to be aware of and adhere to established Digital nGenuity standards and procedures.
o. In the course of completing their work Support Technicians are responsible for updating existing procedures to reflect improvements.
CompTIA
1. A+ (Hardware & Software)
2. Network+
3. Security+
***NSCC Students Please Note: All work placements must be pre-approved by your faculty and workexperience@nscc.ca in order to receive credit towards your NSCC Credential. Please check in with your faculty before accepting any job offer***
Digital nGenuity 30 Frazee Avenue Dartmouth, NS B3B 1X4
Katherine Hanks careers@ngenuity.ca Preferred Contact: Email
