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Senior Technical Support Specialist

2 months ago

Old Toronto, Ontario, Canada Business Cloud Inc. Full time
About the Role

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Business Cloud Inc. as a key member of our Client Support Services department.

This is a full-time, salaried position that offers paid vacation, training, and opportunities for growth and development.

Job Summary

The Senior Technical Support Specialist will be the main point of contact for client issues, acting as a first responder in support situations and coordinating with colleagues to resolve problems.

The primary responsibilities of this role will revolve around system administration, monitoring support queues, acting as a subject matter expert, and actively improving client technological ecosystems.

Key Responsibilities
  • System Administration: Take ownership of system administration tasks, ensuring the smooth operation and optimal performance of client business technology.
  • Support Queue Monitoring: Monitor support queues, prioritize and address issues promptly, and identify trends and opportunities for improvement.
  • Subject Matter Expert: Troubleshoot and resolve complex technical issues, serving as a subject matter expert to provide guidance to both clients and internal teams.
  • Communication and Documentation: Provide excellent customer service and maintain an accurate knowledge base through effective communication and documentation skills.
  • Escalation Point: Serve as an escalation point for junior support team members and coordinate with Sales and Account Management to build solutions for clients.
Requirements
  • Education: Minimum of a College Diploma in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Experience: 5+ years of experience in a technical support environment or equivalent.
  • Skills: Excellent verbal and written communication skills, a dedication to customer service, and proven experience in technical support and system administration.
  • Technical Skills: Advanced computer networking abilities, experience with Microsoft 365, Windows Server, Google Workspace, macOS, and Windows environments, and experience documenting processes and creating Knowledge Base articles.
Preferred Qualifications
  • Experience in a Multi-Tenant Environment: Experience in a multi-tenant environment supporting multiple organizations with technology.
  • Technical Certifications: CMNA, CCNA or equivalent certifications, CompTIA A+ certification or equivalent, and thorough knowledge of DNS, DHCP, and Domains.
  • Cloud Experience: Experience with migrating email and files to Google Workspace and Office 365, Microsoft Azure Active Directory, and Google Cloud Platform.
What We Offer
  • Competitive Salary: $48,000 - $60,000 annually (salaried).
  • Opportunities for Growth: Opportunities for growth and development within the company.