IT Support Specialist

2 weeks ago

British Columbia BC, Canada Terra Dygital Full time

About Terra DygitalTerra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider. Join our dynamic and rapidly growing team, where you will collaborate with top-notch professionals, work with the latest technologies, and play a crucial role in our clients' success-all while enjoying significant opportunities for personal and professional growth.About this RoleAs a Support Specialist, your expertise in problem-solving is matched by your dedication to providing outstanding customer service to clients and fellow technicians. You are recognized for your exceptional customer support, proficient multitasking abilities, and your composed proficiency in managing urgent scenarios. Under the guidance of the Support Specialist Team Lead, the Support Specialist is responsible for troubleshooting and resolving client issues. Your role demands excellent communication skills and a commitment to delivering superior client service.Key ResponsibilitiesSupport clients with technical issues involving Microsoft's core business applications and operating systemsSupport backup, disaster recovery, and business continuity solutionsAssist new clients with onboarding and trainingReview project metrics to ensure service standards are met (ticket closures, utilization, response time, resolution time, CSAT, etc.)Provide support services for Microsoft and Cloud related technologiesProvide technical services and support for client networksProvide remote access solution implementation and supportMaintain project and client documentationCommunicate with clients as required including keeping them informed of incident progress, notifying them of impending changes, or agreed outagesParticipates in regular team and client meetingsMaintain a deep knowledge of technology products and services applicable to our clients and the industry in which they operateProvide support and guidance to more junior team members Skills and Knowledge Strong understanding of operating systems, business applications, printing systems, and network systemsExcellent interpersonal and communication skillsAbility to diagnose and troubleshoot technical issuesMac proficiency preferredAbility to multi-task and adapt to changes quicklyService awareness of the client's key IT services for which support is being providedTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast-moving environmentWillingness to participate in an on-call rotation, providing timely support outside regular hours when requiredEducation and Experience Industry IT Certifications: Microsoft O365/Azure Role-based certification (or legacy equivalents)2+ years' experience working for an MSP or related company, an assetExperience working for an MSP or related company preferredCompensation and Additional PerksCompetitive Compensation based on Skill set and experience can range between $55,000 - $75,000Comprehensive benefits package and time off policiesShort Term Incentive PlansCompany laptopCellphone allowanceCommuting/Fitness AllowanceGreat environment & culture

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