Who We Are:

Fuelled Networks is a client-first IT support provider providing top-notch IT services and support for small to medium-sized businesses throughout Ottawa and Eastern Ontario since 1982. Were a small, high-performance team of intelligent, resourceful, and highly skilled technicians who do whatever it takes to deliver IT solutions to our clients successfully.

At Fuelled Networks, we believe happy employees are successful employees. Whether its an afternoon break at the popcorn maker in our open, collaborative common area or a Friday summer afternoon off, we strive to create an environment that keeps our people healthy, happy and engaged.

If you are someone who strives to exceed client expectations, is driven by the active pursuit of professional development opportunities, and is interested in working at a company where you are valued and appreciated for going the extra mile, Fuelled Networks is the place for you.

About The Role:

The Senior Field and Desktop Technician is responsible for onsite service and support needs for our customers. The Senior Field and Desktop Technician will support all clients remotely or as required to be onsite. This relates to all technology, to include: workstations, servers, printers, networks, Office 365 and vendor-specific hardware and software.

Youll excel in the role if youre technically sharp, patient, dedicated, and easy to work with. This is a dynamic environment where things move fast, and your day could change on a dime. You have to be committed to serving clients and committed to the highest levels of client service, with no exceptions.

You Should Know:

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  This is a full-time, permanent position.
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  Hours are Monday to Friday, 8 am - 5 pm (typically) - you need to be available to internal and external clients.
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  The candidate MUST be local to Ottawa.
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  You must have a valid drivers license and access to a vehicle for work.
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  Requires security clearance or eligibility for security clearance. This is essential.
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  You will be required to participate in the on-call schedule.

Heres What Youll Do:

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  IT Support relating to technical issues involving Microsofts core business applications and operating systems.
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  Support, maintenance and integration of Microsoft 365 Applications.
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  Support of disaster recovery solutions.
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  Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
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  Remote access solution implementation and support: VPN, Terminal Services, and RDP.
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  Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
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  Be part of Help Desk Queue as required.
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  System documentation maintenance and review in ConnectWise.
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  Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed to outages.
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  Continuous improvement of customer service, perception, and satisfaction.
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  Provide timely turnaround of customer requests.
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  Work in a team and communicate effectively.
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  Work with the Service Managerto ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
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  Escalate service requests that require engineer-level support.
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  Responsible for entering time and expenses in ConnectWise as they occur.
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  Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
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  Enter all work as service tickets in ConnectWise.

Success is Measured Based on the Following KPIs:

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  Utilization of billable hours.
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  Customer satisfaction scores.
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  Profitability of agreements.
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  Profitability of projects.
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  Ongoing professional development as assigned.

Heres What Were Looking For:

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  Post-secondary education in IT.
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  5 plus years of practical experience doing this kind of work.
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  Exceptional client service orientation.
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  Great communication skills in English (French language skills are an asset).
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  Patient, dedicated, resourceful, and determined. You support clients all the way through the toughest problems.
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  Excellent time-management and troubleshooting skills.
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  Interpersonal skills: such as telephony skills, communication skills, active listening, and client care.
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  Ability to multi-task and adapt to changes quickly.
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  Service awareness of all the organizations key services for which support is being provided.
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  Understanding of support tools, techniques, and how technology is used to provide services.
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  Typing skills that ensure quick and accurate entry of service request details.
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  Self-motivated with the ability to work in a fast-moving environment.

Required and Preferred Certifications:

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  Microsoft O365 Current Certifications
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  Microsoft Azure Fundamentals
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  Fortinet FCP - Network Security
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  CompTIA a+
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  CompTIA Network+
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  CompTIA Security+

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

At Fuelled Networks Ltd., diversity, equity, and inclusion are part of who we are. Together, we continue to build an inclusive culture that reflects the diversity of our people. It fuels our innovation and connects us closer to our people and our clients. We strive to nurture a culture where inclusiveness is a reflex, not an initiative.