Technology Support-team Lead
17 hours ago
Reflex Integrated Inc. is a leading Canadian based IT service provider. We provide end to end IT solutions to support existing and growing business needs for clients across North America. We are a dynamic and rapidly growing company that is looking for a skilled Technical Support Team Lead.
**Roles and Responsibilities**
- Help the Support Manager to oversee the day-to-day operations of the IT Help Desk / Field Tech Support Team
- Provide support where needed for both internal and external customers
- Be the point of contact when it comes to technical escalations
- Provide direct supervision of the technical support staff; assist the team in resolving technical incidents, including remotely and onsite visits to client locations.
- Act as a mentor and provide oversight, coaching, and training
- Manage and report on incoming technical support inquiries
- Oversee the IT Support Team shift schedules
- On-board all new technical support team members
- Assist in the creation of the team KPIs as well as monitor and report on results
**Qualifications and Experience**
- 5+ years of experience working in an MSP, providing Technical Support
- A university or college degree/diploma in computer networking or IT related field
- Working Experience with Windows Server, Active Directory, DNS, DHCP, Hyper-V, Vmware, Microsoft 365 Administration and SharePoint, Antivirus protection provisioning, and backups/restore software
- Working experience with Installation, Configuration, and Troubleshooting of Routers, Firewalls, Switches, and Wi-Fi networks
- Hands-on experience with installing, troubleshooting and configuring physical servers (HP, Lenovo, Dell, etc.)
- Experience/Knowledge on Cloud Solutions (Azure, AWS, GCP)
- Exceptional people management and leadership skills
- Excellent communicator, both written and verbal
- Strong problem solving and communication skills
- Strong interpersonal and client service skills -Ability to work with people (clients and internal staff) in a professional manner
- Love being the first line of support and troubleshooting issues
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multitask efficiently under time pressure
**Good to have**:
- ITIL foundations certification
- Fluency in French is an asset
**Benefits**:
- Extended health care (including prescription drugs)
- Dental and Vision care
- Disability insurance
- Life insurance
- Free parking
- Birthday day off
- 3 week paid vacation
- Training Reimbursement
Please note that any offer of employment will be conditional to references and criminal background check.
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- North York, ON: reliably commute or plan to relocate before starting work (required)
**Experience**:
- IT Tech Support: 5 years (required)
Work Location: Hybrid remote in North York, ON
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