Technical Support Specialist

Job Summary

Title: Technical Support Specialist

Department: Client Support Services

Type: Full-time, salaried, paid vacation, benefits, training included

Reporting to: Sr. Director, Client Support Services

Why Work For Us

Business 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 Description

As 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 Duties

- Triage support queues through effective communication with users via email, phone, and in-person interactions

- Communicate with users experiencing difficulties to investigate, document, troubleshoot, and resolve a variety of computer system issues

- Complete assigned projects to continually improve client technology ecosystems

- Create, consult, and update internal and external knowledge base guides and share information with team members

- Develop skills by participating in regular computing certification exams and other product knowledge training

- Demonstrate expert knowledge of systems, not limited to networking, cloud computing, software, hardware, and technical business processes

- Train customers on how to make better use of technology overall

- Other duties as required

Required Skills and Competencies

- Minimum of a College Diploma in Information Technology or related field

- 2+ years of experience in a technical support environment or equivalent

- Excellent verbal and written communication skills

- A dedication to customer service

- Advanced computer skills including setup, troubleshooting, and optimization

- Advanced knowledge of the Google Workspace suite of products

- Advanced knowledge of the Microsoft 365 suite of products

- Familiarity with Windows Server

- Familiarity with computer networking concepts

- Familiarity with a variety of computer hardware and software, including mobile devices, printers, and other peripherals

- Ability to effectively document processes and create Knowledge Base articles

- Ability to multitask and problem-solve with the utmost attention to detail

- Ability to travel within the GTHA (Greater Toronto Hamilton Area) regularly and across Canada on occasion

Beneficial Skills and Competencies

- Experience in a multi-tenant environment supporting multiple organizations with technology

- CMNA, CCNA or equivalent certifications

- CompTIA A+ certification or equivalent

- Thorough knowledge of DNS, DHCP and domains

- Experience with migrating email and files to Google Workspace and Office 365

- Experience with Microsoft Azure Active Directory and on-prem Active Directory

- Experience with Google Cloud Platform

- Experience with AWS

- Experience with Linux Servers, including cPanel

- Experience building and configuring networks

- Experience with business grade networking equipment including Cisco Meraki, Ubiquiti, and Datto

- Experience with configuring and managing backup and BCDR systems

- Experience using ticketing platforms such as Zendesk

- Cybersecurity training and experience

How To Apply

Please 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.

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