Helpdesk Technician

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

We are looking for a dynamic individual with a do-whatever-it-takes attitude to join our IT team, reporting to the Senior Infrastructure Manager.  The Helpdesk Technician is expected to:

• Be the main contact for BlueCat staff in BlueCat's Serbian office seeking in-person/remote technical assistance via our ticketing system, our messaging system or video conferencing platform.

• Performing troubleshooting through diagnostic techniques and following up with the end user for further details

• Responsible for asset tracking, Windows laptops, Apple MacBook laptops, printer issues, account management, how-to documentation

• Installation and upgrades of Operating Systems (Windows, MAC OSX, and Linux) and setup/installation of third-party software, e.g., O365, etc.

• Experience with VMware vSphere ESXi 7

• Prioritize workload and treat the severity of issues as tickets come in.

• Direct unresolved issues to next-level support or work with our internal team

• Accurately log detail notes into tickets of your work, frequent communication with end users, check for spelling and grammar

• Good communication and excellent friendly customer service skills -- as we service our BlueCat staff.

• Perform other duties upon request per your manager.

We are looking for:

• Relevant University Degree or College Diploma

• Good knowledge of Microsoft Windows 10, Apple macOS and Linux, Office 365 for Windows and macOS

• Willingness to learn and further grow your career within the IT department by doing certifications. - Have a valid driver's license (bonus)

• Must be able to lift heavy equipment (4-14 Kg)

• Excellent communication, proficiency in English, patience with end users, etc.

• Ability to diagnose basic technical issues.

• Experience with hardware procurement and services procurement, as will be responsible for working with the Senior Infrastructure Manager to acquire hardware and services for the BlueCat Serbian office.

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.