Career Opportunities

Helpdesk Technician

Permanent full time


About the company:
Foundation Business Technology Solutions (FBTS) was founded in 2011 and specializes in being the outsourced IT department for small and medium businesses throughout Southern Ontario. The company provides the IT knowledge and vision to maintain existing business systems and help clients improve their productivity and profitability. Our key objective is enabling our clients’ businesses to continue to function in the event of an IT disaster. Our mantra is: work with integrity, listen, collaborate, improve and document everything. Our management philosophy is: hire good people and give them the freedom, responsibility and trust to do great things.

career-opps

About the Position:

The type of person we are looking for is an avid technology hobbyist as well as a knowledgeable computer professional (you may have programmed your own Raspberry Pi or an Arduino board, or possibly you’ve designed your own 3D printer). You must be able to type extremely well and fast. While programming is not a major requirement for the position, an interest and demonstrated experience in programming are definite assets. We are looking for friendly people who write clearly and concisely, who don’t mind talking on the phone, who like helping people and enjoy fixing their tech problems. Your troubleshooting skills and ability to zero in on root causes quickly are among your greatest strengths.

Your role will be that of Helpdesk Technician and your primary responsibilities will include supporting Windows, Office, Office365, accounting applications, backup solutions and AV solutions. Nice-to-have skills would be advanced networking and firewall support. Foundation BTS is all about documentation. You must feel strongly about creating excellent records, logging every task you perform in a way that customers see the value of the work you’ve done, and enable coworkers to retrace your steps in the future.

Main Responsibilities:

  • Actively listen to customers and identify their needs by asking questions
  • Handle inquiries professionally and courteously by phone, email or in person
  • Generate revenue by identifying and qualifying business opportunities
  • Share knowledge with coworkers with our customers’ best interest in mind
  • Plan and execute selection, installation, configuration and testing of equipment
  • Carefully document and update processes and procedures for future reference
  • Recommend changes in products and services by evaluating results
  • Collaborate effectively and positively with management and coworkers
  • Consistently update job knowledge by reading professional publications
  • C• Adhere to company’s and customers’ health and safety policies

Qualifications and Requirements:

  • B.A. or B.S. degree or equivalent, preferably related to computer technology
  • At least 3 years’ experience in IT service environment, preferably in business solutions
  • Excellent communication skills and pleasant telephone manner
  • Excellent keyboard skills; able to type at least 60 words per minute accurately
  • Solid expertise in LabTech by ConnectWise, including configuration of Ignite
  • Current professional IT Certifications, such as Microsoft MCP, MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA or VMware VCP
  • Proficient in network performance tuning, LAN knowledge and network design
  • Track record of maintaining accurate records and documenting procedures
  • Track record of effective collaboration with customers and coworkers
  • Track record of finding new solutions through experimenting
  • Track record of flagging issues and bring these to supervisor’s attention
  • Flexibility to work outside of regular hours, including evenings and weekends
  • Valid Ontario ‘G’ driver’s license, free of serious offenses under Highway Traffic Act

Personal Profile:

  • Energetic, confident and innovative personality
  • Passion for finding IT-solutions through trial and error
  • Humble and convinced that not one person knows everything
  • Focus on solutions, quality service and process improvement
  • Friendly, calm, welcoming demeanour
  • Customer-focused and energetic
  • • Intellectually curious

How to apply:

If you are interested in working for a growing company that believes in guiding customers from chaos to control by giving great IT service, please submit your resume and cover letter through our posting on Indeed.ca. We thank all applicants for their interest, however only those selected for an interview will be contacted.

Contact Foundation BTS Today

Call 1-855-884-3287 or Request a Consultation

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