Careers at PC Corp

“PC Corp delivers I.T. the way it is best delivered: driven by small, nimble and highly-skilled teams of customer focused, proactive individuals.”

 

 

Our staff are the source of PC Corp’s success. We have created a culture that thrives on peer bonding. The day-to-day interaction with your team makes it fun to come to work as you surrounded by talented people who will help you and challenge you to level up every day.  Our team battle cry is ‘We Make I.T. Easy’.

Get your game face on and join us!

We Offer:

Competitive Compensation – Medical/Dental/Vision Insurance – Employee Referral Award Program Employee Purchase Plans – Paid Vacation Days – Paid Sick Days – Health Club Membership Incentive – Employee Assistance Program – Milestone Service Awards – Community Involvement Activities – Sponsored Parking/Public Transit – Service Recognition Program – Training & Certification Opportunities

Current Openings:

We are hiring for 2 full-time, permanent opportunities:

In a nutshell, the technical side of both these roles work across a broad range of technologies and liaise across multiple areas of the client businesses. You will respond to tickets performing troubleshooting and incident response, remotely or on-site, to resolution or escalation.

The job of tech support is also people support. Customer service is key to these roles. We need you to be great at it and it won’t always be easy. But if you’re a problem solver, are empathetic, resourceful, ask questions, and enjoy having genuine human conversations, you may have just found a role that fits you. Plus, you have the entire team behind you!

Technical Consultant – Customer Support I

Minimum Qualifications: 4 years of technical support experience or professional training equivalent to Associate of Information Technology (2 years) plus 2 years experience.

Technical Expertise: Active Directory, Microsoft Exchange, Office 365, Skype for Business, Microsoft Teams, DNS, DHCP, File Servers, Group Policy, User Accounts, Windows Desktop and Server Operating Systems, Server Administration, Storage Technologies, Backup Technologies, Virtualization Technologies, Security Technologies, Network Infrastructure Monitoring, Hardware Troubleshooting, Helpdesk Expertise

General Area of Practice: single-user issues, workstation/laptop troubleshooting, printer issues, simple server issues, non-critical tickets, own specialization, on-site client support, projects

TECHNICAL RESPONSIBILITIES

Tickets and Troubleshooting:

  • Strive to meet corporate Service Level Agreements.
  • Accept tickets and maintain ownership of those tickets to resolution or escalation.
  • Analyze ticket issues that include, but are not limited to servers, storage, workstations/laptops, backup, LAN/WAN systems, routers, switches, firewalls, and operating systems, using a variety of approved remote management tools.
  • When a problem impacts the client’s IT services, work to recognize, identify and prioritize (triage) the problem based on operational impact to the clients and proceed accordingly to resolution.
  • Troubleshoot remotely where it is most effective and efficient to do so but schedule to address at client site if required.
  • In troubleshooting, coordinate, as needed, with ServiceDesk, third-party vendors, customer contacts, or other PC Corp IT teams.
  • Assign/escalate the problem, where needed, by following standard operating procedures.

Tracking:

  • While troubleshooting, carefully track and document all issues and resolutions in relative detail, increasing the knowledge base of each our PSA (Autotask) and Documentation (ITGlue) Platform as well as the record of the health of the client systems.
  • Be responsible for updating the PSA and Documentation platforms as needed to reflect changes in client environments or process.

Reporting:

  • Notify customer of issues, outages and remediation status as required.
  • Maintain ongoing communication both within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken during the time the tickets are assigned to you.

Client Support Services:

  • Deliver the best possible level of customer service to both internal and external clients.
  • Easily translate highly complex technical information to non-technical individuals.
  • Convey information in a positive, professional, effective and clear manner in individual and group settings and situations.
  • Support other technical teams as required.
  • Provide technical escalation support to more junior technical staff, as required, to assist them in attaining continual improvement.
  • Provide assistance to more senior technical staff as required.
  • Participate in on-call rotation and after-hours support responsibilities.
  • Participate in varied shift schedules which may include evening hours.

Technical Training:

  • Develop and maintain the technical skills, knowledge and certifications required to effectively deliver the performance of a first-class Technical Consultant.
  • Stay up to date on new and innovative technologies and products that affect your position.
  • Participate in training provided by the organization as part of your development plan.

PERSONAL SKILLS

  • Strong analytical thinking and problem-solving.
  • Strong ability to diagnose server or network alerts, events or issues
  • Ability to manage and support network infrastructures and understanding of common information architecture frameworks
  • Ability to assess a situation and determine tactical steps forward
  • Customer Service expertise
  • Ability to thrive in a high-pressure environment with shifting priorities.
  • Good oral and written communication skills, and ability to address conflict with others constructively
  • Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
  • Ability to work a flexible schedule
  • Ability to deliver to the role with little to no supervision, obtaining guidance as required.

OTHER REQUIREMENTS

  • A clean and valid class 5 driver’s license
  • A clear criminal record check

TO APPLY

  • A resume listing your skills and experience is a great start!
  • Let us know more in a cover letter. Who are you other than a tech?

Submit both resume and cover letter to careers@pccorp.com. While we appreciate all applications, only those selected for an interview will be contacted.

 

Technical Consultant – Customer Support II

Minimum Qualifications: 10 years of technical support experience or professional training equivalent to Bachelor of Information Technology (4 years) plus 6 years experience.

Technical Expertise: Active Directory, Microsoft Exchange, Microsoft 365, Skype for Business, DNS, DHCP, File Servers, Group Policy, User Accounts, Windows Desktop and Server Operating Systems, Server Administration, Storage Technologies, Backup Technologies, Virtualization Technologies, Security Technologies, Network Infrastructure Monitoring, Hardware Troubleshooting, Helpdesk Expertise, Professional Services Automation, Remote Monitoring & Management, Exposure to ITIL processes – the value of documentation and their purposes

TECHNICAL RESPONSIBILITIES

Tickets and Troubleshooting:

  • Strive to meet corporate Service Level Agreements.
  • Accept tickets and maintain ownership of those tickets to resolution or escalation.
  • Analyze ticket issues that include, but are not limited to servers, storage, workstations/laptops, backup, LAN/WAN systems, routers, switches, firewalls, and operating systems, using a variety of approved remote management tools.
  • When a problem impacts the client’s IT services, work to recognize, identify and prioritize (triage) the problem based on operational impact to the clients and proceed accordingly to resolution.
  • Troubleshoot remotely where it is most effective and efficient to do so but schedule to address at client site if required.
  • In troubleshooting, coordinate, as needed, with ServiceDesk, third-party vendors, customer contacts, or other PC Corp IT teams.
  • Assign/escalate the problem, where needed, by following standard operating procedures.

Tracking:

  • While troubleshooting, carefully track and document all issues and resolutions in relative detail, increasing the knowledge base of each our PSA (Autotask) and Documentation (ITGlue) Platform as well as the record of the health of the client systems.
  • Be responsible for updating the PSA and Documentation platforms as needed to reflect changes in client environments or process.

Reporting:

  • Notify customer of issues, outages and remediation status as required.
  • Maintain ongoing communication both within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken during the time the tickets are assigned to you.

Client Support Services:

  • Deliver the best possible level of customer service to both internal and external clients.
  • Easily translate highly complex technical information to non-technical individuals.
  • Convey information in a positive, professional, effective and clear manner in individual and group settings and situations.
  • Support other technical teams as required.
  • Provide technical escalation support to more junior technical staff, as required, to assist them in attaining continual improvement.
  • Provide assistance to more senior technical staff as required.
  • Participate in on-call rotation and after-hours support responsibilities.
  • Participate in varied shift schedules which may include evening hours.

Technical Training:

  • Develop and maintain the technical skills, knowledge and certifications required to effectively deliver the performance of a first-class Technical Consultant.
  • Stay up to date on new and innovative technologies and products that affect your position.
  • Participate in training provided by the organization as part of your development plan.

SOFT SKILLS

  • Ability to provide a great customer service experience. You enjoy working directly with clients in person, resolving issues onsite and via remote tools.
  • Analytical thinker/problem solver – the ability to assess a situation and determine the tactical steps forward.
  • Articulates technical information in a manner that is easy to understand by non-technical clients and staff.
  • Communicates well, both written and verbal English.
  • You are confident in an environment where we contribute to and collaborate with multiple in-house teams. You like to engage. Like to share. Like to learn.
  • Effectively prioritize and manage multiple tasks.
  • A desire to continuously learn and improve through both a) work experience and b) training – both at work and in your personal time, as certifications are a must in our industry
  • Ability to deliver to the role with little to no supervision, obtaining guidance as required to complete your responsibilities. Willing to work a typical office schedule of Monday – Friday, 8am -5pm
  • Willingness to be an active participant of a weekly on-call rotation with after-hours support responsibilities.

OTHER REQUIREMENTS

  • A clean and valid class 5 driver’s license
  • A clear criminal record check

TO APPLY

  • A resume listing your skills and experience is a great start!
  • Let us know more in a cover letter. Who are you other than a tech?

Submit both resume and cover letter to careers@pccorp.com. While we appreciate all applications, only those selected for an interview will be contacted.