Technical Support Analyst III
Reporting directly to the Technical Services Group (TSG) Team Leader, this position is responsible for system infrastructure on specific system platforms. The Technical Support Analyst III has in-depth knowledge of Microsoft operating systems and applications including ShoreTel, SQL and Exchange administration.
This is a full-time permanent position working 9 hour shifts (7am to 5pm), on a monthly rotating 4-day workweek schedule (shift 1: Friday to Monday, shift 2: Tuesday to Friday, shift 3: Monday to Thursday).

Who We Are
Family Insurance is a Managing General Agent for Economical Insurance. We strive to be a provider of choice for auto and home insurance and an employer of choice in our industry. Our insurance policies are distributed to British Columbians through a network of independent insurance brokers across the province.

Why You’ll Like It Here

An incredible team of smart, collaborative, and supportive people to work with
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

Responsibilities

Provide Tier I-III desktop/application/network troubleshooting and end-user support services for all internal and remote users
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. This includes administration, installation, security and problem resolution.
Manage system changes and tools. This includes 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 and Apache, 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, MS Exchange, and CentOS/Linux/Unix
Assist, coach and mentor junior TSG staff when required
Occasional heavy lifting of technical equipment and infrastructure

Job Requirements

Technical degree in computer science or related field
Microsoft certification is preferred, but not required based on level of experience
Minimum 4 years of experience in a technical support environment
Ability to analyze problems, develop/simplify procedures, and find innovative solutions
Must be a self-starter with the ability to prioritize scheduled service activities along with urgent support requests with a high level of responsiveness
Proven ability to be highly motivated, working both independently and in a team environment
Excellent verbal communication and written skills
Excellent customer service skills
Ability to work under pressure and meet deadlines
Ability to work 9 hour shifts on a rotating 4-day per week schedule.
Ability to respond to issues on a 24x7 basis.
Ability to work overtime, evenings and weekends as required.

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, support and query knowledge
- Microsoft Exchange
- 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 10, Office 2016+, and Sophos antivirus products
- Microsoft Hyper-V Clustering
Strong experience with working on Dell servers and RAID controllers
Experience with Unitrends DPU, Hyper-V replication, SQL log shipping, Exchange DAG and relevant disaster recovery technologies
Experience with switches, routers and site-to-site VPN technologies
Experience with firewalls, intrusion detection and associated technologies
Experience with MS Remote Desktop Gateway
Experience with configuration and administration of Dell EqualLogic/Compellent SAN and iSCSI technologies
Familiarity with IIS, S/FTP, SSL, load balancing and clustering
Experience with network printing
Experience with Apache Web
Experience with MS 365, SharePoint admin, MS AZURE familiarity, MS Forms Automation

Qualified candidates are required 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.

We are committed to providing an inclusive work environment that welcomes diversity and supports accessibility across the organization. If you require accommodation at any time during the recruitment process, please let us know by contacting accommodationrequest@familyins.com.