Description

For the versatile, experienced network engineer who answers yes to the qualifications below, this is the opportunity for you. You will be part of the leadership team of our Network Operations Center (NOC). From our NOC, we provide a complete suite of Managed IT Services to clients around North America. Unlike a typical helpdesk job, in this role, you will be tasked with complete network and security management responsibilities for over 40 customer networks. If you want to learn, working on the team at Dyrand is the place to do it.

Dyrand Systems is a rapidly growing Managed IT Service Provider with locations in Burnaby and Calgary. We are a Microsoft Certified Gold Partner and have been named one of Canada’s “Hot 50” fastest growing emerging companies for 2 years in a row by PROFIT Magazine.

The winning candidate will identify with and/or excel in the following areas:

Purpose: The SSE’s primary purpose is to effectively service and support existing customer networks and security systems.

Path: The following statements identify the key areas of responsibility for this role:

1. Troubleshooting - In depth troubleshooting, including the ability to utilize expert level tools to identify problems at customer sites.
   
2. Routine Maintenance - Proactively monitor all customers’ servers and firewalls to ensure they meet established internal controls, security compliance and regulations, monitor system performance, and take appropriate action to resolve problems.
   
3. Service Ticket Management - Be proficient in troubleshooting escalated tickets, and be able to handle any technical support issue reported by a customer.
   
4. Service Request Management - Assist in coordinating the resolution of hardware/networking/applications/software systems problems impacting Dyrand’s customers.
   
5. Operations Management - To keep management informed regarding key operational issues affecting client systems
   
6. Be Team Player - Assist and monitor all helpdesk engineers in the resolution and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
   
7. Asset Management - Software licensing management for all subscription clients.

People: Your internal interaction will be primarily with the NOC manager and COO. Externally, you will spend most of your time interacting with customers, and to a much lesser degree, suppliers.

Place: You will be required to work from Dyrand’s Burnaby office. Little or no travel is expected in this role.

The Performance Expectations:

• 0-3 Months: In the first 3 months you will expected to become intimately familiar with our internal systems, our product line, our customers, our staff, and the existing support systems that we have in place. You’re performance during this time will be monitored closely and reviewed with you at the end of the 3 months.
• 3-6 Months: During this time, you will be expected to increase the number of decisions and activities that you handle on your own. You will also now be expected to proactively make suggestions for process improvement.
• 6-12 months: By now, you should be handling the vast majority of service requests with little or no supervision from other team members. By this point in time, you will have also documented all the systems you have created and included them in an operations manual.

The Person: You have no trouble demonstrating the following competencies:

1. Creativity and Initiative
2. Decision Making
3. Integrity and Trust
4. Learning & Self Development
5. Drives for Results
6. Managing Systems & Processes

Technical Qualifications:

1. Minimum of 2years service desk experience.
2. MSCE
3. Certification in at least one firewall/VPN proficiency
4. Demonstrated expert level experience in all aspects of Windows 2000/2003, Exchange 2000/2003, SQL, Office, Terminal Services, Citrix, Active Directory, Group Policies, Veritas, Arcserve, etc.
5. Exceptional knowledge of TCPIP, DNS, WINS, DHCP, VPN, firewalls, switches, routers, etc.
6. Superior customer service and communication skills are essential.

This position comes with a competitive salary, profit shares, and a benefits plan.

Only applications submitted with a cover letter will be considered. The cover letter should detail why you want to join the team and Dyrand and what contribution you believe you can make.

Apply today