Real Time Networks Inc is a rapidly growing Vancouver-based company that has achieved outstanding success in the marketplace. We specialize in developing cutting-edge solutions that provide security, safety, and real-time tracking for keys and assets. Our industry-leading products, including KeyTracer key control systems and AssetTracer electronic smart lockers have solidified our position as market leaders.
Position and Scope
Reporting to the Quality Assurance Manager, the QA Tester will play vital role in ensuring the quality and reliability of our software products. Your responsibilities will include participating in the software development lifecycle, reviewing requirements, specifications, and technical design documents to provide valuable feedback. You will also be creating detailed, comprehensive, and well-structured test plans and test cases, estimating, prioritizing, planning, and coordinating testing activities.
Responsibilities
- End User Support: Provide Level 1 and Level 2 support for hardware, software, peripherals, VPN, and connectivity troubleshooting, and maintain end-user devices and applications.
- Network Support: Address basic network issues like Wi-Fi and connectivity problems and assist with maintaining network devices such as routers, switches and firewalls.
- System Administration: Support servers, cloud-based services (e.g., O365), conduct tests for security and quality control and backups while monitoring system performance and conducting updates.
- Security & Compliance: Follow established policies, educate users on cybersecurity best practices, and assist with enforcing IT and data security protocols and compliance.
- Training and Troubleshooting: Provide advice, training, and support to end users, ensuring effective problem resolution and improved productivity.
- Scripting & Maintenance: Conduct basic scripting tasks and perform routine patching, updates, and system quality checks.
- Performance Monitoring: Monitor computer and network systems, ensuring reliability and security and escalate issues when necessary.
- Training, Troubleshooting & Documentation: Provide training and advice to end users, resolve technical challenges, and maintain clear documentation of support activities and solutions.
- Collaboration & Communication: Work with the IT Manager and stakeholders to implement technology improvements while clearly addressing user needs and resolving IT challenges.
- Diagnosing Issues: Able to identify the root cause of hardware failures through testing and inspection. Able to utilize diagnostic tools, software, or built-in system utilities to pinpoint hardware issues.
- Hardware Repairs: Replacing or repairing damaged components such as hard drives, motherboards, RAM, or power supplies. Troubleshooting and repairing peripheral devices like printers, scanners, and monitors.
- Preventive Maintenance: Conducting routine checks on equipment to prevent unexpected failures. Cleaning internal components such as fans and heat sinks to prevent overheating. Updating firmware or BIOS on machines to ensure compatibility and security.
- System Upgrades: Installing and configuring new hardware components (e.g., additional RAM, upgraded CPUs, or new GPUs). Advising on hardware upgrades to improve system performance. Testing newly installed components to confirm compatibility and performance.
- Technical Documentation: Keeping detailed logs of repairs and replacements. Documenting system configurations for future reference. Creating user-friendly guides for common troubleshooting steps.
Education & Experience
- Associate or bachelor’s degree in information technology, Computer Science, or related field preferred.
- 2-4 years of relevant IT support experience, preferably in a small to mid-sized company.
Technical Skills
- Proficient in Windows OS (Windows 10, 11, Server 2016+), Microsoft O365 Suite (including SharePoint), and basic Active Directory and Office 365 administration.
- Familiarity with macOS, Linux (Ubuntu/Debian), mobile devices (Android/iOS), and virtualization technologies (e.g., VMware, AWS).
- Intermediate understanding of networking (TCP/IP, DNS, DHCP) and experience with hardware like switches, routers, and access points; knowledge of Cisco, Ubiquiti, and Fortinet is a plus.
- Experience with encryption, antivirus, backup solutions, and disaster recovery; SQL database knowledge and ISO 27001/ITIL frameworks are a bonus.
- Strong understanding of computer architecture and peripherals.
- Familiarity with operating systems, firmware, and hardware integration.
- A Detail Oriented mindset able to use Ticket Management Systems and document all troubleshooting and tasks performed (experience with Jira an asset)
Assets
- CompTIA A+, Network+, Security+
- Microsoft Certifications
- AWS Certifications
- Familiarity with Kaseya VSA and/or Jira
Soft Skills
- Excellent communication and problem-solving abilities, with capability to explain technical concepts to nontechnical users.
- Customer-focused mindset with the ability to multitask, prioritize effectively, and follow or improve standardized procedures
- Patient and Calm under pressure
Start Date
- ASAP
Salary Range
- $55K-$75K
What we offer
- A competitive salary commensurate with experience and education
- A comprehensive benefits program including extended medical and group insurance
- RRSP matching and bonus eligibly after probationary period
- Education Assistance benefits
How to apply
Send your resume and cover letter to contact@realtimenetworks.com indicating Intermediate IT Support Specialist Ref: 01.2025 in the subject line. We strongly encourage applicants to apply as soon as possible, as we will review resumes and schedule interviews as they arrive. This position will remain open until filled.
Real Time Networks thanks all applicants for their interest and advises that only those selected for an interview will be contacted. No phone calls please
