Technical Support Specialist

6 days ago

Markham, Canada Idealogical Systems Inc Full time

When was the last time you ended your day with a smile?

It's a great time to join our team. Get access to all the tools and benefits of working with a larger firm while maintaining the feel of a small business environment and avoid downtown Not only do we take pride in what we do, we have a few laughs, stay relatively casual, and take pride in knowing we're delivering best-in-class service while doing it. YOUR creativity, energy and attention to detail attitude are what we need to augment our growing team of A-list talent.

Idealogical Systems, in business since 1995, is hiring a Technical Support Specialist to help us grow to the next level. Idealogical will consider hiring only the ultimate team player and well-rounded individual, who has the right balance of qualification and personality.

All our positions are client facing in some capacity.

Idealogical is located Markham and serves clients headquartered in and around Toronto. Most of the companies we actively seek out and market to exist in the GTA and are of like mind and culture to our own.

We are a small business, and we serve small businesses which, for our purposes, means companies under 200 employees.

We are a diverse company who welcomes everyone.

This position requires you to be at our office.

**What We Can Offer You**

By joining Idealogical, you will work with some of the brightest and most experienced people in the industry, in an environment where you will be challenged, expected to work hard and be accountable. Idealogical is a company where can grow and develop your career in a very meaningful and significant way. At Idealogical, these elements mix quite nicely with the fact that you will be working with great people, have fun and make a difference through your contributions. Idealogical is focused on staff development and education. We invest heavily in fostering an environment of continual self and team improvement.

**In addition to everything, above we offer**:

- ** A great work environment and fantastic coworkers**:

- **Lunch provided daily**:

- **3 weeks vacation to start with 6 personal no questions asked days**:

- **Challenging projects and a variety of work in supportive environment**:

- **Competitive performance-based bonus plan**:

- **Great health benefits**:

- **In-house Chiropractor, massage**:

- **Company contributions of 3% of your salary to your personal RRSP/DPSP Plan**:

- **1 paid training and education per month**:

- **Company sponsored social events**

**Technical Support Specialist**

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.

**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 and team events
- On-call duties as per Idealogical afterhours policy

**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 a

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