Technical Support Analyst III

Location: Vancouver, British Columbia, Canada
Date Posted: 24-09-2018
Technical Support Analyst III
Reporting directly to the Technical Services Group (TSG) Team Leader, the Technical Support Analyst III is responsible for the management and maintenance of Family’s infrastructure including incident management as a core deliverable. The incumbent should demonstrate a high degree of self-motivation and superior problem management, root cause analysis, and issue resolution skills.

This is a full-time permanent position working 9 hour shifts (7am to 5pm), 4 days per week on a monthly rotating schedule.
Who We Are

Family Insurance provides personal property and auto insurance protection for British Columbians and is a managing general agent for Economical Insurance. Founded in 1871, Economical Insurance is one of the largest insurance companies in Canada and is 100% Canadian owned. 

Our mission is to be the insurance partner Canadians choose to protect what they value most. We strive to be a provider of choice for auto and home insurance and an employer of choice in our industry

Why You’ll Like It Here

  • An incredible team of smart, collaborative, and supportive people to work with
  • Condensed workweek (9 hour days, 4 days per week)
  • Competitive benefits, including tuition reimbursement, RRSP matching and fitness subsidies
  • We are a company that values community, wellness and work-life balance.  We offer personal leave, paid volunteer days and additional paid time off throughout the year
  • Provide tier 1 to 3 technical support for internal and external customers who utilize Family’s systems
  • Participate in maintenance planning and performance management activities when required, ensuring the system platforms meet service levels defined by the organization
  • Manage desktop/server hardware, operating systems and host applications, including administration, installation, security and problem resolution
  • Manage system changes and tools, including installing, activating, verifying, and performing change back-out and recovery
  • Develop and monitor server/workstation backup and recovery procedures
  • Maintain the company’s web-based point of sale architecture and websites (Microsoft IIS, Apache and WordPress)
  • Create and maintain detailed documentation of systems and network infrastructure
  • Perform preventative maintenance activities on all systems
  • Assist in testing and maintenance of the IT disaster recovery procedures
  • Support the company’s WAN/LAN data networks
  • Administration of ShoreTel, MS SQL Server, and MS Exchange
  • Occasional heavy lifting of technical equipment and infrastructure (up to 60 lbs.)
  • Mentor junior technical support team members and assist with their training
  • Other duties as required
  • Ability to analyze problems, develop and simplify procedures, and find innovative solutions
  • Must be a self-starter with the ability to prioritize regularly scheduled service activities along with urgent (often unscheduled) support requests with a high level of responsiveness 
  • Ability to clearly communicate with various groups (e.g. development and quality assurance teams, external vendors, and business stakeholders) to resolve technical issues
  • Ability to work well independently as well as part of a team
  • Excellent communication skills, both verbal and written
  • Excellent customer service skills
  • Ability to work under pressure and meet deadlines
Education and Experience
  • Minimum 4 years of experience in a technical support environment
  • Technical degree in computer science or related field (equivalent combinations of education and experience may be considered)
  • Strong knowledge of LAN and WAN networks with the ability to configure and troubleshoot
  • Previous experience providing phone support to customers
  • Microsoft certification is preferred, but not required based on level of experience
  • Strong understanding of the business, industry, and technical trends is an important asset
Technical Skills
  • Advanced knowledge of the following technologies:
    • Microsoft Window Server/Desktop Operating Systems
    • Windows Active Directory network environment
    • DNS, DHCP and DFS
    • Microsoft SQL database administration, clustering, support and query knowledge
    • Microsoft Exchange administration
    • Network infrastructure, TCP/IP, routing, client/server architectures, LAN, WAN, VPN, VLAN technology, wireless; 802.11a, g, n, etc.
    • Desktop hardware and software including but not limited to Windows 7+, Office 2013+, Sophos antivirus, and Carbon Black protection and response products
    • Microsoft Hyper-V administration
  • Strong experience with working on Dell EMC servers and storage
  • Experience with Unitrends DPU, Hyper-V clustering/replication, SQL log shipping, Exchange DAG and relevant disaster recovery technologies
  • Experience with Cisco switches, stacking, updating and CLI
  • Experience with Fortinet technologies (e.g. FortiADC Balancers, Fortigate and Fortiweb firewalls)
  • Experience with MS Remote Desktop Gateway
  • Experience with configuration and administration of Dell Compellent SAN and iSCSI technologies
  • Familiarity with IIS, S/FTP, SSL, load balancing and clustering
  • Experience with Apache and WordPress web servers
  • Familiarity with VOIP, ShoreTel, or Mitel phone systems

Qualified candidates are asked to please submit a cover letter outlining your suitability for this opportunity and a copy of your resume.
Family’s office is located in the picturesque Coal Harbour area of downtown Vancouver, close to the seawall, Stanley Park, and public transit. The company offers a supportive and collaborative work culture with great employee perks.
We would like to thank all candidates for showing interest in this role and our company; however only those selected for further consideration will be contacted.

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