Responsibilities:

Logging and monitoring of customer questions, issues and problems through resolution/completion. Creation and maintenance of customer service request documentation through resolution Provision of customer updates and status reports with regards to open customer issues as appropriate Ensure problem resolution via the maintenance of appropriate action plan and/or project plan Ability to prioritize workload with minimal supervision. Ability to make critical business decisions daily with minimal supervision.

Description:
Windows 11 SAC Upgrade Technician / PC Refresh/EPD

*JOB REQUIREMENTS/QUALIFICATIONS

Experience:

· Requires 3 years of related work experience

· Sound knowledge of imaging tools

· Sound knowledge of data backup and recovery tools (USMT)

· Installing, upgrading, and migrating to Windows 10

· Deploying Windows 11 in large enterprises

· Supporting M365 and Windows 11 in large enterprise environments

· Configuring hardware and applications

· Configuring network connectivity

· Configuring access to resources

· Configuring mobile computing

· Monitoring and maintaining systems that run Windows 10 and Windows 11

· Configuring backup and recovery options

· Excellent Customer Service / Interpersonal Skills

Project work is based in Burnaby, Downtown Vancouver and Surrey. Minimal travel in between locations may be required.

Must-Have Skills:

· Advanced Troubleshooting & Root Cause Analysis – Strong ability to diagnose and resolve complex hardware, software, and networking issues.
· Operating Systems & Virtualization – Proficient in Windows (client/server), and platforms like VMware or Hyper-V.
· Cloud & Networking Knowledge – Experience with Microsoft 365, Azure, and solid understanding of TCP/IP, DNS, DHCP, and VPNs.

Nice-to-Have Skills:

· Scripting & Automation – Familiarity with PowerShell, Bash, or similar tools to automate tasks.
· Mobile Device Management (MDM) – Experience with Intune, or other MDM platform
· Certifications – ITIL, CompTIA (A+, Network+), or Microsoft certifications are a plus.