Current Career Opportunities

project technician

The Junior Project Technician’s primary function is to image, configure, install and decommission workstations across our entire client base. As a member of the Professional Services Team, you will also assist with other hardware and software deployments and be involved with large scale projects. You will follow provided processes, check-lists, and policies to ensure consistent results. You will combine Smart Dolphins information and tools with your technical knowledge to achieve a high level of performance.

PROVISIONING RESPONSIBILITIES:

  • Imaging new workstations per Smart Dolphins procedures.
  • Documenting new workstation setup procedures.
  • Updating existing new workstation setup procedures.
  • Maintaining and updating client and Smart Dolphins base workstation images.
  • Documenting hard drive destruction using Smart Dolphins provided tools.
  • Maintaining the Smart Dolphins documentation of destructed hard drives.
  • Updating ConnectWise service tickets.
  • Ensuring the on-time delivery of client workstation for on-site deployment.
  • Maintaining knowledge on current and new technology to improve provisioning processes.
  • Labeling all servers, workstations, laptops per Smart Dolphins naming convention.
  • Deploying hardware such as switches, firewalls, and WAPs.
  • Assisting project team with larger projects.
  • Logging all service details within ticket.
  • Keeping real time logs in service tickets.
  • Participating in regularly scheduled team huddles, and being prepared to report on your individual metrics, including reasons for deviation.
  • Participating in On-Call rotation to support our clients.
  • Recognizing recurring problems and/or at risk clients and timely informing management.
  • Assisting our Support Team, as required.
  • Filling role of Triage/Dispatch, as required.

All Dolphins know, and understand Smart Dolphins’ Core Values, Vision, Mission, Value Proposition, and Service Offerings and enthusiastically take on the role of primary job description, knowing that at times you’ll be called upon to fill responsibilities defined within other job functions.

Skills and Experience of a Junior Project Technician

  • Diagnose & Resolve hardware and software issues.
  • Experience with major hardware vendors – Dell, etc.
  • Experience with workstation imaging methodologies (WDS/MDT)
  • Knowledge of Microsoft Windows operating systems – desktop and server.
  • Knowledge of Microsoft Applications (Exchange, SQL, etc.) is a plus.
  • Troubleshooting skills is required.
  • Knowledge of networking (DNS, switches, firewalls, VPN, etc.), is desired.
  • Excellent writing & communication skills.
  • World Class Customer Service.
  • Current education/experience/certifications reflecting your competency in your chosen field.

What does success look like in this job role?

Workstation installs are a major touch point for our clients. In some cases, it is the only significant time we will spend with an individual user every 3-4 years. They are often complex and need to be managed well to ensure a smooth transition for the user with minimal downtime.

The Junior Project Technician will work diligently to keep their ticket productivity up and the total tickets on their install board at a minimum.  They interface with their co-workers in a direct, honest, respectful manner.  They speak openly about their challenges and where they need help.  They collaborate with their co-workers to improve everyone’s performance.

You’ll consistently meet and exceed posted goals for CSAT (Customer Satisfaction Score), the amount of tickets you close per day, and the percentage of billable time you average per month. You will be able to close without assistance 90% of assigned service tickets.

Personal Key Performance Indicators (KPI) – Measured Statistics

Individual metrics will be reflected via personal CSAT, and percentage billable/utilization averaged per month.

 

    • Personal NPS GOAL: 80
    • Consistently achieve a billable average of 80%.

Apply Online before September 30th 2019.

https://form.jotform.com/92336266679268

Support team

Our Support Team Specialist must represent themselves as a spokesperson for Smart Dolphins IT Solutions Inc. Many times, you are the first and only impression an Client receives of our company. Your attitude, professional manner, and personal attention given on each and every call, in each and every conversation, is paramount to our success. You are expected to quickly and efficiently see through to resolution most service tickets that come your way. You will follow provided processes, check-lists, and policies to ensure a consistent end-user experience. You will combine information and tools provided with your technical knowledge to achieve a high level of client satisfaction.

JOB RESPONSIBILITIES:

  • Answer phone calls quickly. Respond to all assigned service tickets within specified time limits.
  • Provide remote and phone support to end-users from Smart Dolphins IT Solutions Inc. headquarters.
  • Diagnose & Resolve 90% of assigned service tickets.
  • Log all service details within ticket.
  • Keep accurate track of time for service tickets, in real-time.
  • Identify situations that require escalation.
  • Participate in regularly scheduled team huddles, prepared to report on your individual metrics including reasons for deviation.
  • Participate in Client Service Skills Training.
  • Maintain education and knowledge to align with support needs.
  • Member of On-Call rotation as scheduled and required to support our Clients.
  • Live and breath Smart Dolphins’ Core Values. Understand and help drive our Vision, Mission, Value Proposition, and Service Offerings.
  • Enthusiastically take on the role of your primary job description, knowing that at times you’ll be called upon to fill responsibilities defined within secondary job functions.
  • Inform management of recurring problems or Clients at risk.

All Dolphins know, and understand Smart Dolphins’ Core Values, Vision, Mission, Value Proposition, and Service Offerings and enthusiastically take on the role of primary job description, knowing that at times you’ll be called upon to fill responsibilities defined within other job functions.

Skills and Experience of a Support Team Specialist

  • Diagnose & Resolve hardware and software issues.
  • Experience with major hardware vendors – Dell, HP, etc.
  • Updated knowledge of Microsoft Windows operating systems – desktop and server.
  • Knowledge of Microsoft Applications (Exchange, SQL, etc.) is a plus.
  • Networking knowledge (DNS, switches, firewalls, VPN, etc.) is desired.
  • Troubleshooting skills are required.
  • Excellent writing & communication skills.
  • Client Service experience.
  • Current education/experience/certifications reflecting your competency in your chosen field.

What does success look like in this job role?

A successful Support Team Specialist makes Clients happy by solving their problems quickly, and doing so with an empathetic, pleasant manner.  They work diligently to keep their ticket productivity up and total tickets on the service desk at a minimum.  They interface with their co-workers in a direct, honest, respectful manner.  They speak openly about their challenges and where they need help.  They collaborate with their co-workers to improve everyone’s performance as a whole.

In order to be successful as a Support Team Specialist, you’ll consistently meet and exceed posted goals for NPS, the amount of tickets you close per day, and the % of billable time you average per month. You will be able to close without assistance 90% of assigned service tickets.

Apply Online before September 30th 2019.

https://form.jotform.com/92484124473257

Job Specs
  • Full-time
  • RRSP Matching
  • Health Trust plan for Dolphin and family (Includes Medical and Dental)
  • Five sick days per year
  • Personal vehicle allowance 
  • Clothing Allowance
  • Cell phone allowance or company issue cell phone (issue is based on operational need)
  • Crew Hu Rewards (Performance Bonus based on customer, manager and peer reviews) 
  • Fully equipped kitchen that includes JOJU our coffee “robot” and snacks
  • Recreational / de-stress activities (Table Tennis, BBQs) 
  • Potential for bonuses based on individual and company performance
  • Work laptop and accessories
  • Onsite parking

It’s easy for businesses to say that their employees love their work lives, but our employees say it for themselves.

Smart Dolphins is a rare place. Everybody here absolutely loves their jobs, the company, and the atmosphere. I have to constantly remind myself not to take it for granted, because it’s a rare thing for someone to be able to wake up every day and go to a place that is more fun than work a good portion of the time. We work hard of course, but we’re invested because we all feel like we’re building something great and love where the company is going.

Jesse Smith

Dolphin Birthday: June 6 2004, COO

It’s a pretty awesome feeling to be able to wake up every morning excited to go to work. The office is full of Dolphins who are able to work hard and have fun at the same time. Everyone here loves what they do which creates an office atmosphere unlike any I have experienced before. It’s a lot of fun to be involved with all of the great things Smart Dolphins is doing and to watch the company grow.

Chad Ryan

Dolphin Birthday: Feb 7 2012, Support Team Lead

Smart Dolphins is not your typical office environment. You’ll find poker tables, a big red dog, and way too many references to aquatic mammals. Typically Dolphins start their day bright and early but we live flexible lives. We value family time and a balanced approach to work. That isn’t to say we don’t work hard, a lot is expected of a Dolphin.

A lot of people are counting on us. We know that even the small choices we make day to day are very important. We all look forward to coming to work and making the absolute best of every day. Keeping a positive attitude (and office!) is a huge part of being a Dolphin.

Ultimately, working for Smart Dolphins means being able to do all the geeky things I would be doing at home anyway. It means getting paid to be myself and do what I love every day.

Ty Hedden

Dolphin Birthday: Nov 9 2009, vCIO