Careers

We are looking for a Systems Specialist to join our Projects Department in the Vancouver Office.

Dyrand Systems Inc. is an established IT Managed Services Provider in Canada, with a head office in Vancouver. We provide our clients a virtual IT department that gives them a team of specialists that monitor and manage their networks and systems. Our extensive set of IT related services and partnerships ensure that our clients’ IT systems provide full business value. Dyrand has strong partnerships with Lenovo, Dell, HP, Microsoft, (Microsoft Azure/Office 365) and many other vendors and manufacturers.

Our business is growing rapidly, so our team is expanding! We provide our employees with long-term careers: you will be involved with a wide variety of technical environments working with a spirited team of colleagues.

We have a passion for growth, teamwork, and quality customer service. You must like working on IT Projects, and love working with people. To fit in our team, you need to balance being reliable, focused, and pragmatic, with being innovative, collaborative, and fun!

Responsibilities

1. Perform analysis, design and implementation of IT solutions for Dyrand clients or Dyrand internal projects

• • Participate in pre-sales, IT solution design, planning meetings, project Statement of Work (SOW) creation and solution estimate creation
  • Perform in-depth technical information collection, audit, and analysis per the Dyrand standard checklist of client’s complete IT infrastructure, IT security, IT policies, IT procedures
  • Identify technology deficiencies, risks and provide recommendations for IT solutions
  • Produce technical assessment reports and other project artifacts (checklists, work breakdown structures, templates, end-user guides, etc.) for both technical and non-technical (business) staff
  • Create, edit, and maintain advanced technical documentation and input into Dyrand’s IT documentation management system
  • Participate in project kickoff meetings, client and vendor calls/emails/discussions
  • Conduct training sessions and knowledge transfers (both internal and external)

2. Perform IT project implementation (upgrades, migrations, deployment of new systems, decommissioning of old systems) including but not limited to:

• • On-boarding of the client’s IT environment, IT policies, IT workflows
  • Security assessments, implementation of security services across IT systems (both on-premise and in the cloud)
  • Office 365 | M365 General Services
  • Azure Active Directory (P1, P2, domain services), other authentication systems
  • Server systems in cloud infrastructure (Azure), on-premise infrastructure, or other server systems
  • File systems in Office 365 (SharePoint Online, Teams), Azure Files, or other file systems
  • Email systems in Office 365 (Exchange Online), or other email systems
  • Network infrastructure including firewalls, load balancers, VPNs, switches, wireless access points, and other network systems
  • Phone systems in Microsoft Cloud, or other phone systems
  • Azure server technologies (RDS, WVD, AVD), Azure VMs, or other related systems
  • Azure workloads/services, including, but not limited to virtual servers, storage, networking, databases, or other related systems
  • Mobile device management (MDM) implementation (Intune/AutoPilot or equivalent)
  • Backup disaster recovery (BDR), Azure site recovery (ASR), Microsoft Azure backup server (MABS), third-party backup/disaster recovery systems/tools
  • Workstation (including Windows 10, 11 or Mac) deployments
  • Dyrand internal projects and continuous process improvements
  • Other general cloud or non-cloud IT project work

Requirements

Technical Skills
The ideal candidate for this role, is someone that has:

• 5+ years of technical experience designing/deploying IT infrastructure varying from the cloud, servers, backups, networks, SaaS, LoB applications, desktops etc.
• The ability to conduct thorough analysis, design, execution/implementation of IT infrastructure projects for our business clients

Education

• Technical diploma, degree, or IT certificate(s)

Communication/Customer Service Skills

• Verbal communication: Speaks fluent English, and is very comfortable engaging clients over the phone, video conference, and/or in-person
• Written communication: Writes clearly and concisely in fluent English in all email correspondence, tickets, timecard entries, and IT documentation
• Strong interpersonal, customer service, and time management skills
• Able to work non-office hours when clients require servicing off-hours (i.e., project migration work)

Nice to Have

• Microsoft certifications (MCSA, MCSE, etc.) or equivalent
• Networking certifications (Cisco, pfSense, Aruba, Fortinet, etc.) or equivalent
• IT security certifications or IT security experience
• Experience in working with an IT MSP (Managed Service Provider)
• Experience with enterprise CRM tools or Help Desk ticketing system
• Experience with ConnectWise or equivalent CRM tools
• Experience with LabTech or equivalent RMM tools

Other Requirements

• Able to work at our Vancouver head office during business hours with the possibility of some remote work
• Able to travel in the Vancouver area when client site visits are required
• Ability to obtain and maintain current IT Certifications
• Must have a current valid BC (or Canadian) driver’s license
• Must pass a criminal record/background security and reference checks

Job Type

• • Full-time, permanent (8 hour shift, Monday to Friday)

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We are looking for a Systems Specialist (Service Desk) for our Vancouver Office.

Dyrand Systems Inc. is an established IT Managed Services Provider in Canada, with a head office in Vancouver. We provide our clients a virtual IT department that gives them a team of specialists that monitor and manage their networks and systems.

Our extensive set of IT related services and partnerships ensure that our clients’ IT systems provide full business value. Dyrand has strong partnerships with Lenovo, Dell, HP, Microsoft, (Microsoft Azure/Office 365) and many other vendors and manufacturers.

Our business is growing rapidly, so our team is expanding! We provide our employees with long-term careers: you will be involved with a wide variety of technical environments working with a spirited team of colleagues.

We have a passion for growth, teamwork, and quality customer service. You must like working with technology, and love working with people. To fit in our team, you need to balance being reliable, focused, and pragmatic, with being innovative, outgoing, and fun!

Responsibilities

Your responsibilities include:

• Acting as a 2nd or 3rd level technical support for our clients
• Troubleshooting complex and/or time-sensitive IT infrastructure technical support requests on a variety of IT systems (desktops, servers, backup, networks, cloud systems, SaaS, LoB applications)
• Assisting in ensuring reliable and efficient operations at our data centre(s), and with our tool sets
• Assisting in other duties related to IT infrastructure (systems and networks), as needed

Requirements

The ideal candidate:

• Is able to perform rapid/root cause analysis and resolve technical issues across the IT Infrastructure landscape (desktops, servers, backup, networks, cloud, SaaS, LoB applications)
• Will be able to ensure customer support tickets are processed/resolved according to support policies, procedures, and playbooks, ensuring KPIs and CSAT scores and are met and maintained
• Will be able to manage/maintain client documentation
• Will be able to take ownership of a client’s IT environment, and provide suggestions/guidance for continuous improvement on technology
• Will be able to provide technical guidance to junior technicians
• Can lead and facilitate meetings, and be an active participant in company, department, and client meetings
• Has the experience that reflects their strong technical skills, as well as their strong interpersonal, customer service, and time management skills

Education

• Technical diploma or degree or certificates

Technical Skills

• 5+ years of experience in technical maintenance, troubleshooting of IT infrastructure varying from the cloud, servers, backups, networks, SaaS, LoB applications, desktops etc., including:

Cloud:

• Office 365 | M365 suite of applications
• Exchange Online, or other email systems
• SharePoint Online / Teams, OneDrive for Business
• Teams Phone Systems
• and other Microsoft 365 / Office 365 services

• Microsoft Cloud Technologies
• Azure AD (P1, P2, Domain Services), MFA (Conditional Access), ATP
• EndPoint Manager (MDM) , AutoPilot Intune
• Azure VMs, Azure AVD, Windows 365 Cloud PC
• Azure BackUp
• Azure Networking, Cloud Firewalls, Load Balancers
• Azure Files, or other file systems
• Other Azure related services

Server:

• Microsoft Windows Server 2012, 2016, 2019 including Active Directory, (GPO), Remote Desktop Services (RDS) experience, Azure AVD
• Hyper-V (Windows Server)
• Server Backup/Disaster Recovery (BDR), Azure Site Recovery (ASR), Microsoft Azure Backup Server (MABS), 3rd Party Backup/Disaster Recovery systems/tools

Networking

• General: VPN, DHCP, DNS (internal, and public DNS),
• Hands On installation, configuration, troubleshooting of network equipment such as:
  • Firewalls: pfSense, Cisco/Meraki or equivalent
  • Switches/Wireless: Cisco Meraki, HP/Aruba, or equivalent

Communications Skills

• Verbal communication: Speak fluent English, and be very comfortable engaging clients over the phone, video conference, and/or in person
• Written communication: Write clearly, concisely in fluent English in all email correspondence, service tickets, timecard entries and IT documentation

Nice to Have

• Microsoft Cloud Certifications or equivalent MCSA, MCSE certifications, etc.
• Microsoft Cloud security knowledge
• Networking Certifications (Cisco, pfSense, Aruba, Fortinet, etc.)
• Experience in working with an IT MSP (Managed Service Provider)
• Experience with configuring, maintaining/managing IT toolsets, monitoring tools, scripting, automating toolset deployment

Other Requirements

• Experience with Enterprise CRM tools and Help Desk ticketing systems
• Able to work non-office hours when clients require servicing off-hours and share the on-call after-hours support duties with other staff
• Able to maintain current IT Certifications
• Able to travel to client sites in the Vancouver area. (Most work will be performed at our head office, with the possibility of some remote work.)
• Have a current valid BC (or Canadian) driver’s license
• Pass a criminal record/background security check

Job Type

• Full-time

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We are looking to hire a Dispatcher/Office Administrator for our downtown Vancouver office. This position is for regular business working hours starting at 8am and requires the successful candidate to be present at our downtown office.

Dyrand Systems Inc. is an established IT Managed Services Provider in Vancouver with clients all over North America. We provide our clients with a virtual IT department with our team of specialists that monitor and manage their networks and systems 24/7/365. Our extensive set of IT-related services and partnerships ensure that our clients’ IT systems provide full business value.
We provide our employees with long-term careers and includes being involved with a wide variety of clients and working with a spirited team of colleagues. We have a passion for growth, teamwork, and quality customer service. You must like working with technology, and love working with people.
To fit into our team, you need to balance being reliable, focused, and pragmatic, with being innovative, outgoing, and fun!

Responsibilities

1. Receive and route incoming phone calls, emails, customer portal requests, and internal staff requests into our CRM system.
2. Create, update, assign and re-assign tickets efficiently, effectively, and promptly in our CRM system, including:

• • Preprocess tickets
  • Participate in the administrative aspects of ticket escalations
  • Correspond with different staff and departments, as necessary
  • Communicate with customers, keeping them informed of incident progress, as necessary

3. Manage support staff schedules:

• • Manage daily, weekly, and monthly schedules for on-site and remote support staff, ensuring maximum and correction utilization of support staff resources
  • Manage after-hours on-call schedules for support staff
  • Manage staff rescheduling, reassigning of tickets for all support techs, as necessary, or as priorities change

4. Office administration:

• • Manage office administration
  • Maintain and order office supplies
  • Maintain IT equipment inventory
  • Manage shipping and receiving of products

Requirements

Education

• 2+ years of post-secondary education in Office Administration/Business/Customer Service or other related fields

Customer Service Skills

• Excellent customer service skills
• Friendly, positive, enthusiastic approach to customer service
• Fluent in English, with excellent written & verbal communication skills both formal and informal
• Able to communicate clearly, and concisely across all forms of communication software in a timely manner (including being able to type quickly and accurately)
• Able to quickly create effective working relationships, trust with clients, vendors, partners, and staff
• Able to calmly de-escalate customer care situations on the rare occasion

Technology Skills

• Good experience using Microsoft Office applications, CRM systems, Help Desk/Service Desk ticketing systems, dispatch systems
• Good experience using applications and technologies including cloud-based software, call centre phone systems/communication systems, or other enterprise software systems
• User-level tech-savviness with communication software like Microsoft Teams, Slack, email, and CRM/ERP software (ConnectWise Manage and/or equivalent)

General Skills

• Strong analytical and problem-solving skills, can make sound decisions, can execute action plans in pressure situations and be accountable for results
• Strong organizational skills including meticulous attention to detail and multi-tasking skills
• Strong time management skills
• Able to take initiative on tasks, willing to take on new challenges
• Able to work effectively and efficiently in a fast-paced environment in both a team setting or independently with limited supervision
• Able to manage multiple conflicting priorities, reprioritize tasks, reestablish priorities, and meet deadlines

Nice to Have

• 2+ years experience in front desk/reception, customer service, handling 10 to 15 customer service phone calls per day

Although we appreciate your interest in working for Dyrand, only those considered for an interview will be contacted.

Job Type

• Full-time, Permanent

Schedule/Location

• 8-hour day shift, Monday to Friday, onsite in Dyrand’s downtown Vancouver office
• Must be able to reliably commute to Vancouver, BC, or plan to relocate before starting work

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