Windows – Technical Analyst

All submissions must include both a cover letter and resume. Only those candidates selected for an interview will be contacted. Submissions for consideration are to ONLY be sent to the email listed (careers@myra.com) and indicate Windows Technical Analyst in the subject line.

Accepting resumes until: Position Filled

Location: Victoria, or remote anywhere on Vancouver Island

Salary: $64,000 a year  

Are you looking to work with technology and  live on Vancouver Island?  Do you LOVE technology? Do you want to be challenged, but not overwhelmed, by your career? Do you want to be supported by your employer for professional development? And, most importantly, do you want to work with a team of like-minded people?

If your answer is yes, you sound like a fit for team MYRA!

We are MYRA Systems, and for 39 years, we have provided information technology (IT) solutions and technology infrastructure to our customers in the region.

We specialize in supporting our clients in Microsoft Windows, Azure/M365, networks, Linux, cloud computing, and related technologies. For more information, visit us at www.myra.com.

We are building our hard-working team with the addition of a Windows Technical Analyst in our Victoria office, or on Vancouver Island.

Role Overview:

As a Technical Analyst, you will be responsible for offering technical assistance and support to our customers, ensuring prompt resolution of IT-related issues. This role requires a proactive individual with a passion for technology, excellent written and verbal communication skills, and a commitment to delivering outstanding customer service. As the customer’s first point of contact you are responsible for retaining and enhancing MYRA’s strong customer relationships.

Key Responsibilities:

• Provide first-line support and troubleshooting for hardware, software, and network-related issues.
• Respond to inquiries via phone, email, or ticketing system in a timely and professional manner.
• Assist in the setup, configuration, and maintenance of various applications including MS Office, Multi-Factor Authentication (MFA), Client VPNs, printers, etc.
• Collaborate with senior technicians and Service Delivery Managers to escalate complex issues and ensure swift resolution.
• Document all support interactions and resolutions quickly and accurately within the ticketing system.
• Assist in maintaining Service Level Agreement (SLA) compliance by addressing issues within established timelines.

Minimum Requirements:

• Minimum 3-years previous experience or knowledge of helpdesk operations and procedures.
• Must be fluent in English and Spanish
• Familiarity with Service Level Agreements (SLAs) and adherence to ticketing systems.
• Proficiency in supporting a broad range of applications, such as MS Office suite, MFA, Client VPN connectivity, printer configurations and Microsoft Windows troubleshooting.
• Proficiency using ConnectWise Manage PSA
• ITIL 4 Foundation Certification
• Strong problem-solving skills and the ability to diagnose and resolve technical issues effectively.
• Excellent communication and interpersonal skills with a customer-centric approach.
• A proactive and self-motivated attitude towards learning new technologies and processes.

Nice to Have:

• Relevant certifications or coursework in IT-related fields.
• Experience with additional operating systems beyond Microsoft Windows.

In this position you will have the opportunity to:

• Develop both professional and technical skills
• Receive on the job as well as formal training
• Work with a variety of highly skilled IT technical specialists

You should apply if:

• You currently meet the minimum requirements for this position including current residency on Vancouver Island.
• You can work effectively with Service Delivery Managers, Project Managers and Technicians and be self-directed for a wide variety of assignments and projects
• You like change and to be constantly learning
• You like meeting customers and can represent the company and your own knowledge both in person and on paper clearly, concisely and with respect
• You are able to travel to MYRA customers located throughout Vancouver Island and broader BC.

Please note – some of MYRA’s customers require our team members to be fully vaccinated to provide support.

Candidates are encouraged to submit a cover letter summarizing your experience. Only those candidates selected for an interview will be contacted.

 Submissions for consideration are to ONLY be sent to the email listed (careers@myra.com) and indicate Windows Technical Analyst in the subject line. Resumes will be accepted in confidence until position filled.