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Why Choose An IT Career With Pure IT
We provide our clients with the highest level of technical expertise and problem-solving possible. This only comes from our drive for continuous learning, innovation, team approach, and client dedication.
We’re so passionate about this that we look for proactive ways to help our clients through technology and fabulous support. We make recommendations based on saving customers time and money and providing them with excellent infrastructure that is rock solid and supports their business objectives.
We pride ourselves in being open – openly communicating with each other at all levels, including having a real open door policy and including team members in decision-making.
We believe in supporting the success of our team members, and the innovation and creativity we embrace from our team members allow us to achieve continued success. The team isn’t just a word around here. It’s our way of doing business and building success. We love to grow and develop our team members so that we can promote them and support them in every stage of their growth.
Are You A Great Fit For Pure IT?
You are a geek who loves to talk with people and have a passion for customer service. Others describe this as your natural approach to your work.
You love cutting-edge technology and think working with and learning about new and innovative technologies and products is fun.
As a result, you thrive in a continuous growth environment, love project work, and take control of your own continuous learning.
You take pride in handling customer issues quickly, consistently follow up to ensure they’re satisfied, and maintain strong relationships with your fellow team members and clients.
Taking the stress out of IT management for your clients gives you great pride, knowing that your work allows your client to focus on their core business.
Collaborative environments are where you shine and enjoy bringing your ideas forward, seeing them come to reality, and seeing them support your team and clients in new ways.
Open Position – Customer Success Representative
Available Position:
We are seeking a dedicated Customer Success Representative to join our team. As the ideal candidate you will be the trusted advisor guiding clients to maximize their IT investments and ensuring their ongoing satisfaction and retention. If you have the experience and the desire, we’d love to talk to you.
About you:
You are a geek at heart who loves to talk with people and you have a passion for customer service. Others describe this as your natural approach to your work. You love cutting edge technology and think it’s fun to work with and learn about new and innovative technologies and products. As a result, you thrive in a continuous growth environment and love seeing customers embrace technology to drive their business forward. You take pride in handling customer issues quickly, consistently follow-up to ensure they’re satisfied and you maintain strong relationships with your clients and fellow team members. Taking the stress out of IT management for your clients gives you great pride knowing that your work allows your client to focus on their core business. Collaborative environments are where you really shine and you enjoy bringing your ideas forward and seeing them come to reality and seeing them support your team and clients in new ways.
Duties and Responsibilities
- Build and nurture strong client relationships by proactively understanding business goals, anticipating challenges, and recommending tailored IT solutions that drive customer success and retention
- Ensure that the IT services delivered align with the client’s needs and expectations. This includes monitoring service performance, addressing issues or concerns promptly, and working with technical teams to resolve any technical problems.
- Act as the voice of the customer – sharing feedback and advocating for improvements
- Perform regular Technology Business Reviews with customers & create IT roadmaps and budgets for the customer
- Seek opportunities to expand the range of services provided to the client – identifying upsell or cross-sell opportunities – recommending additional IT services or upgrades that could benefit the client
- Create quotes for customers for new products and services
- Assist sales team with quotes for products and services
- Track, quote and manage customer subscription renewals and ensure contracts are renewed on time and with the correct quantities
- Ensure customer related information is kept up to date in Pure IT’s systems
- Gather feedback from clients to ensure they are receiving high quality IT services and their needs are met
- Working with accounting to ensure client’s accounts are kept up to date and paid in a timely manner
Core Competencies
- Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and internal teams.
- Technical Knowledge: Understanding of Pure IT’s services and technology to provide informed support and advice – “The Pure IT Way”
- Customer-Centric Attitude: A passion for helping customers and ensuring their success
- Organizational Skills: Ability to manage multiple tasks and priorities in a fast-paced environment
- High emotional intelligence and empathy
- Detail oriented
- Punctual and dependable
- Friendly and approachable
- Goal and results oriented
- Committed to continuous education and personal development
Education & Experience Required
- Bachelor’s degree in business administration, communications, or a related field is preferred
- Experience with Microsoft 365 products, services & licensing is required
- Customer Service experience managing multiple customers is required
- Sales / Account Management training is highly beneficial
- Minimum 1 year experience with cybersecurity fundamentals is required
- Experience working in the MSP / IT technical services field is preferred
- CompTIA A+ Certification preferred
Open Position – Service Coordinator
Overview
Pure IT is a client centric organization focused on providing top level service to our clients in the Calgary and surrounding Alberta areas. The primary focus for the role is to coordinate the processing of all open requests and usher them to completion within SLA compliance. The position is a supervisory role and must monitor the workload across all technicians and the quality of work. Most importantly, oversee the service team and determine which requests need intervention to meet customer’s expectations. The ideal candidate should have a technical background and experience as they are required to support our customers ranging from level 1, level 2 and level 3 support.
The secondary focus is to oversee monitoring alerts generated by the RMM, AV alerts and disaster recovery systems (Backups) managed by the NOC.
Duties and Responsibilities
- Work closely with customers and technicians to ensure excellent service delivery
- Schedule pre-scheduled and ad-hoc site visits
- Regularly meet with Service Manager and provide metrics on tickets, tech utilization and ongoing issues
- Manage all open tickets and ensure they are completed within SLA compliance
- Monitor workload across all technicians and what they are working on
- Supervise the NOC team and ensure Pure IT standard operating procedures are being followed
- Ensure proper solution is provided by our techs and not work arounds
- Allocate monthly maintenance tasks
- Manage and monitor tech utilization and ensure evenly shared workload
- Review timesheets
- Review tech team leave requests
- Assist with training new techs
- Provide multilevel support ranging from Level I, II and III
- Assist with triaging calls and email service requests
- Oversee monitoring alerts
- Quality checks of workstation builds
- Responsible for a limited number of clients acting as a primary technician
- Escalation point for technicians before being escalated to seniors
Core Competencies
- Highly motivated to succeed
- Detail oriented
- Excellent oral and written English communication skills
- Positive Attitude
- Strong planning, organizing and time management skills
- Strong troubleshooting and problem solving abilities
- Ability to manage competing priorities and work effectively under pressure with minimum supervision
- Professionally mature with sound judgment and decision making skills
- Flexible and adaptable team player focused on delivering an excellent customer service experience
- Punctual and dependable
- Goal and results oriented
- Committed to continuous education and personal development
Education Required
- At least one exam for a recent Microsoft server operating system
- Technical diploma or degree preferred
Experience Required
- A minimum of 2 years experience working with a managed service provider
- Experience in working and supporting multiple clients simultaneously is essential
- Experience working in ticket tracking systems such as Autotask (or equivalent)
Open Position – Intermediate IT Professional
Duties and Responsibilities
- Maintain user uptime and computing experience through remote and onsite maintenance
- Problem solving IT related issues – determine solutions and maintain contact with clients during the resolution process.
- Analyze client’s IT requirements and work with Solutions Architects to deliver appropriate on-premises and/or cloud-based solutions.
- Growing and developing client relation through exceptional customer service
- Installation, maintenance, and support of desktop systems, notebooks, tablets, printers, network equipment, etc.
- Maintenance and support of Windows Servers
- Audit and document client’s IT environment, equipment, software, processes, and procedures.
- Setup Hosted Cloud services (ie, SaaS and IaaS) and provide support
- Client onboarding
- Ability to work after hours or on weekends when required
Core Competencies
- Strong troubleshooting and problem-solving abilities
- Strong interpersonal and communication skills
- Strong planning, organizing, and time management skills with excellent attention to detail
- Ability to work effectively under pressure
- Customer service orientated
- Dependability and punctuality
- Goal and results-oriented
- Professional and articulate
- Commitment to self-development and to the team
- A valid driver’s license and transportation
- Highly motivated to succeed
- Committed to continuous education and personal development
Education
- Microsoft Certified Professional – (Required or must be actively working towards this certification)
- Technical diploma or degree
Experience Required
- A minimum of three years of experience installing, maintaining, troubleshooting, and supporting the following is essential:
- Windows Servers
- Virtualization Technologies – Hyper-V, VMware
- Microsoft Exchange Server
- Windows Clients – Windows 7/8/10
- Microsoft 365 Administration
- Antivirus and related security products Backup systems
- Firewall Administration and deployment
- Networking technologies (TCP/IP, Routing, Firewall technologies, switch technologies and VLAN etc)
- Remote Desktop Services (Terminal Services)
- Active Directory, Group Policy, DNS, DHCP
- UPS Technologies
- Experience in the following is an asset
- Have worked with previous MSP
- Mac O/S
- Sophos Security products
- Sharepoint Services
- Internet Information Server
- Microsoft SQL Server
- Citrix XenApp/Xendesktop
- Network Management systems
- Disaster Recovery and High availability solutions
- SAN (iSCSI and Fiber channel) and NAS solutions
- Microsoft Azure
- Microsoft 365
We offer an attractive compensation package, including salary, benefits package including health, dental, life insurance, disability, vacation, and personal days
