Technical Support Specialist

Job SummaryTitle: Technical Support SpecialistDepartment: Client Support ServicesType: Full-time, salaried, paid vacation, benefits, training includedReporting to: Sr. Director, Client Support ServicesWhy Work For UsBusiness 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. We are a fast-growing, customer-focused company that prides itself on being up-to-date with the latest technological trends and ideas. 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. Our team comes from a variety of backgrounds and experiences, but passion for what we do is what links us together. If you believe you are the right fit for this position, please apply and tell us why you’re the best candidate for this role.Job DescriptionAs a 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. You will be responsible for maintaining SLAs in support scenarios, actively engaging with clients in both remote and in-person capacities, and working with an extensive variety of software, hardware, and tools.In this role, you will be working from our main office, with trips to client offices as needed. You will become an expert in the applications and technologies we support, and a beacon of knowledge in a wide range of products and services. Furthering your own knowledge is an integral part of working at Business Cloud, and it will be expected that you participate in regular company-provided training to improve your skills.Responsibilities and DutiesTriage support queues through effective communication with users via email, phone, and in-person interactionsCommunicate with users experiencing difficulties to investigate, document, troubleshoot, and resolve a variety of computer system issuesComplete assigned projects to continually improve client technology ecosystemsCreate, consult, and update internal and external knowledge base guides and share information with team membersDevelop skills by participating in regular computing certification exams and other product knowledge trainingDemonstrate expert knowledge of systems, not limited to networking, cloud computing, software, hardware, and technical business processesTrain customers on how to make better use of technology overallOther duties as requiredRequired Skills and CompetenciesMinimum of a College Diploma in Information Technology or related field2+ years of experience in a technical support environment or equivalentExcellent verbal and written communication skillsA dedication to customer serviceAdvanced computer skills including setup, troubleshooting, and optimizationAdvanced knowledge of the Google Workspace suite of productsAdvanced knowledge of the Microsoft 365 suite of productsFamiliarity with Windows ServerFamiliarity with computer networking conceptsFamiliarity with a variety of computer hardware and software, including mobile devices, printers, and other peripheralsAbility to effectively document processes and create Knowledge Base articlesAbility to multitask and problem-solve with the utmost attention to detailAbility to travel within the GTHA (Greater Toronto Hamilton Area) regularly and across Canada on occasionBeneficial Skills and CompetenciesExperience in a multi-tenant environment supporting multiple organizations with technologyCMNA, CCNA or equivalent certificationsCompTIA A+ certification or equivalentThorough knowledge of DNS, DHCP and domainsExperience with migrating email and files to Google Workspace and Office 365Experience with Microsoft Azure Active Directory and on-prem Active DirectoryExperience with Google Cloud PlatformExperience with AWSExperience with Linux Servers, including cPanelExperience building and configuring networksExperience with business grade networking equipment including Cisco Meraki, Ubiquiti, and DattoExperience with configuring and managing backup and BCDR systemsExperience using ticketing platforms such as ZendeskCybersecurity training and experienceHow To ApplyPlease consider attaching a tailored cover letter. We view this as an opportunity to tell us why you’re the right fit for the position and our organization. #J-18808-Ljbffr