Technical Support Specialist

2 weeks ago

Markham, Canada Idealogical Systems Inc Full time

**CAN’T GET ENOUGH OF THE IT WORLD BUT WANT A CHANGE IN SCENEARY?**

**Great opportunity to do IT in Tokyo for a great Canadian Company**

Well, we are looking for someone to join our Technical Service team in Tokyo. We are seeking someone who can have fun while working independently within a team in a fast-paced, ever-so-challenging work environment.

YOUR creativity, energy and attention-to-detail attitude is what we need to augment our growing team of A-list talent.

We are looking for a kickass **Technical Support Specialist** to join our team.

**It's a great time to join our team and grow with us.**

Idealogical Systems, in business since 1995, is hiring a Technical Support Specialist to help us grow to the next level in either our Toronto or Tokyo office location. Idealogical will consider hiring only the ultimate team player and well-rounded individual, who has the right balance of qualification and personality. We have continuously worked towards giving our employees and clients access to all the tools and benefits of working with a larger firm while maintaining the empathy and nimbleness of a small business. We take pride in what we do, have a few laughs, stay relatively casual, and deliver best-in-class service.

Idealogical's head office is located in Toronto, Canada and a brand new office in Tokyo. We are happy to service clients all over the world.

**Who are we looking for, you ask?**

To perform technical tasks, and be the first point of technical contact for clients. To ensure clients have an excellent customer service experience and that their problems are addressed with empathy, professionalism, and within the Idealogical SLA parameters.

**WHAT WILL YOU BE DOING**

**Primary Responsibilities/Essential Responsibilities**
- Represent IDEALOGICAL in a positive and professional manner
- Be responsible for a ticket until its completion or until it is formally handed off to another team member
- Always maintain a customer service based approach to your work
- Work with all personnel and outside contacts to satisfy clients and achieve company objectives
- Maintain work areas in a clean and organized manner
- Develop plans or make suggestions to reduce rework with the aim of eliminating rework
- Thorough understanding of ConnectWise for service delivery purposes
- Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls
- Enter all work (internal and well as customer related) as activities or service tickets into ConnectWise on a daily basis

**Additional Duties and Responsibilities**:

- Liaise with vendors to oversee installation, resolve adaptation issues, and support of new technologies
- Identify, recommend, develop and implement training to increase staff competency and self-sufficiency
- Understand the Idealogical Playbooks and what is in and out of agreement
- Participate in required meetings

**WHAT YOU BRING TO THE TABLE**
**Qualifications and Skill Requirements**:

- College diploma or university degree
- Microsoft Certified Professional MCP
- Annual renewal/updating of technical certifications where updates are available and at the direction of Technical Services Manager
- Exceptional knowledge of computer hardware, including IBM, Lenovo, Fortinet Firewalls. Apple and Storage Craft solution experience a plus.
- Deep-seated experience with desktop operating systems, including all Microsoft solutions.
- Empathy
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.

**WHAT CAN YOU **DO TO TRAVEL TO JAPAN**

Once you pass the probationary period, you can travel to Tokyo. And all we ask of you is to pass our probationary period and immerse yourself in our company culture.

And at Idealogical, we will ensure your transition to Tokyo runs smoothly with the help of our Tokyo Office Manager. They will provide you guidance and direction on setting up some key amenities. Speak with us to see how we can further assist you

**For you to do IT with us in Japan, you must**:

- Be a Canadian Citizen or Valid Permanent Residency (Minimum 3 years)
- Live in Canada when you apply, and
- Have a valid Canadian passport

**WHAT CAN YOU EXPECT OF US**

By joining Idealogical, you will work with some of the industry's brightest and most experienced people in an environment where you are challenged to be the best in everything you do. Idealogical is where you can grow and develop your career in a meaningful way.

We have folks

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