Remote Technical Support Representative-Full Time
2 weeks ago
Title : Senior Technical Support Specialist
Department : Client Support Services
Type : Full-time, salaried, paid vacation, training included
Reporting to : Director, Client Support Services
Business Cloud is a managed technology service provider (MSP) supporting small and medium-sized organizations across Canada as both a Google Cloud Partner and Microsoft Partner. Our focus is implementing cloud-first business technology so that our clients can work in reliable, secure, and efficient environments, without worrying about the infrastructure that makes this possible. As the Senior Technical Support Specialist, you will be the main point of contact for client issues, act as a first responder in support situations, and coordinate with your colleagues in order to solve problems. Your primary responsibilities will revolve around system administration, monitoring support queues, acting as a subject matter expert, and actively improving client technological ecosystems. You will take ownership of system administration tasks, ensuring the smooth operation and optimal performance of client business technology. By monitoring support queues, you will prioritize and address issues promptly while identifying trends and opportunities for improvement. Drawing on your expertise, you will troubleshoot and resolve complex technical issues, serving as a subject matter expert to provide guidance to both clients and internal teams. Your contributions will drive continuous improvement and efficiency within the technical support function.
As a senior member, you'll be an escalation point for junior support team members. You will also coordinate with Sales and Account Management to build solutions for our clients.
Monitor support queues, respond to technical problems, and resolve client issues promptly
Take ownership of system administration tasks, ensuring the smooth operation and optimal performance of clients' business technology
Act as a subject matter expert and provide guidance to junior team members on complex technical issues and projects
Troubleshoot hardware and software issues both in-person and remotely
Develop skills by participating in regular training sessions and certification exams
Participate in on-call rotations to provide after-hours support to clients when necessary
Minimum of a College Diploma in Computer Science, Information Technology, or a related field (or equivalent work experience)
~5+ years of experience in a technical support environment or equivalent
~ Proven experience in technical support and system administration, with a focus on Microsoft 365, Windows Server, Google Workspace, macOS, and Windows environments
~ Advanced computer networking abilities, preferably including experience with Cisco Meraki, Ubiquiti, and Datto
~ Advanced generalized computer skills including setup, troubleshooting, and optimization of hardware, software, mobile devices, printers, and other peripherals
~ Experience in a multi-tenant environment supporting multiple organizations with technology
CompTIA A+ certification or equivalent
Experience with migrating email and files to Google Workspace and Office 365
Experience with Microsoft Azure Active Directory and on-premise Active Directory
Experience with Linux Servers, including cPanel
Cybersecurity training and experience
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