About the Opportunity

Due to our continued growth, SSI CA is currently looking to hire a Help Desk Technician for our IT department in Victoria, BC. The Help Desk Technician will be the primary point of contact for reporting technical issues and answering questions about upgrades, installations, and other software/hardware/network problems. This position offers a great opportunity for someone who wants to work with a high-performing IT team. The successful candidate will join a team of IT experts who consistently push the boundaries of technology and effective information technology methodologies.

SSI is a global software company servicing the needs of the offshore and marine industries all over the globe for over 30 years. We are proud to offer a fully inclusive culture and workplace welcoming ALL people with relevant skills and experience to our flat organizational structure, working with self-directed teams using Agile Principles as well as our own defined SSI Principles to guide us in our daily work.

As the Help Desk Technician, you will: 

• Be familiar with help desk ticketing systems
• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues
• Effectively communicate with requesters in a clear, positive, and professional manner
• Accurately diagnose client technical issues, gather the necessary information, and perform standard, preliminary research using all relevant available resources
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools
• Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution/escalation (per client guidelines)
• Escalate unresolved issues to Team Leads
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner. Minimum requirements include: 
  • Corporate Enterprise level backup processes and procedures 
    • D2D, D2T, Full, Diff, Trans, daily, weekly 
    • This is non-application specific. If you know the skills from one vendor, it can be translated to our vendor 
  • Windows Software Update Services 
    • Manage policy-driven Windows update services using common enterprise level tools. 
  • Windows deployment applications 
    • Windows OS Deployment methods 
    • Push operating system over network to systems 
    • Push applications based on criteria of user base 
  • Enterprise end-point protection services 
    • Corporate managed antivirus and malware and application filters 
    • Ensure AV is deployed to all systems 
    • Monitor daily, weekly reports from system reports on dashboard 
  • Intermediate Networking 
    • Network segments, VLANs, Subnets, Monitoring Tools, Syslog, SNMP 
      
      

Qualifications: 

• A minimum of 2 years experience in a help desk/support role or relevant certification(s)
• A demonstrated ability to problem-solve and follow directions effectively 
• Effective listening and communication skills 
• Ability to work within a team environment
• A demonstrated aptitude and interest in technology 
• Willingness to learn new technology and procedures

Please note: The successful candidate must be a Canadian citizen or permanent resident and be willing to work in the SSI office in Victoria, BC full-time.

About the Benefits

SSI offers a competitive compensation package that includes a full benefits package, competitive wages and profit-sharing, as well as education benefits, self-paced learning opportunities, and the opportunity to work from home on a full or partial basis. Only those selected for an interview will be contacted.

If you enjoy working in a fast-paced dynamic environment and want to take your career to the next level with a local employer of choice – Apply to SSI today!