IT Support Specialist (Tier 2+)
posted 1 month ago

Description

You have 3 years of experience in Managed Services. You are a leader and love to be challenged! You are excited to wear multiple hats and go above and beyond for clients and colleagues. You have flexibility in your schedule from time to time and the ability to work independently with minimal direct supervision (we believe in autonomy, mastery, and purpose!). You’ll provide remote and on-site support with opportunities to travel.

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What you’ll get to do:*

• Investigate technical issues using your experience, documentation, and critical thinking skills to identify the cause and apply resolutions.
• Resolving Tier 2 and/or Tier 3 technical support issues via phone, email, remote login, and/or on-site as necessary.
• Training and support for other technical staff.
• Following documented procedures and processes when available, develop and document new processes when not available.
• Communicate effectively with clients on the status of tickets and resolutions.
• Promptly and thoroughly document all work via our ticketing system and documentation portal.
• Maintain a high Client Satisfaction Score.
• Lead regular huddles with the Service Team.

What you’ll bring:

• You have 3+ years of relevant experience, in the IT industry.
• You have 3+ years of customer service experience, in the IT industry.
• Advanced Industry IT Certifications (Microsoft, CompTIA, Cisco)
• Technical expertise with technologies such as Microsoft 365, Azure, AWS, Cisco Networking, Windows Desktop, Windows Server, Microsoft Office Applications, iOS, Android, and networking technologies.
• Able to thrive in a dynamic, fast-paced environment where constant multitasking is the norm.
• Must be process-driven with high attention to detail and excellent follow-through skills.
• Strong troubleshooting skills and an aptitude for finding creative alternative solutions.
• A confident phone presence and exceptional customer service skills are a must.
• Exceptional communication skills and the ability to explain complex technical solutions to clients and to co-workers.
• Good judgment, technical common sense, and solid problem-solving skills.
• Strong work ethic with a desire to learn, grow and develop new skills.
• Ability to work under pressure.
• Ability to remain calm, happy, friendly, and helpful during stressful situations.
• Strong English verbal and written communication skills
• Strive for 2 certifications per year.
• Reliable transportation and a minimum class 5 BC Driver’s License as you take on more Field support responsibility
• Eligible to work in Canada.

Bonus if you have:

• A broadband Internet connection at home as we allow remote work from time to time.
• MSP industry experience using industry PSA and RMM tools.

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