Senior IT Support Specialist

3 weeks ago

Toronto, Ontario, Canada Business Cloud Inc. Full time $48,000 - $60,000

Position:
Senior IT Support Specialist

Department:
Client Support Services

Employment Type:
Full-time, salaried, with paid vacation and training opportunities included

Reports To:
Director, Client Support Services

Business Cloud Inc. is a managed technology service provider (MSP) dedicated to supporting small and medium-sized enterprises across Canada, recognized as both a Google Cloud Partner and a Microsoft Partner.

Our mission is to implement cloud-first business technology solutions, enabling our clients to operate in secure, reliable, and efficient environments without the burden of managing the underlying infrastructure.

As the Senior IT Support Specialist, you will serve as the primary contact for client inquiries, acting as a first responder in support scenarios and collaborating with colleagues to resolve issues effectively.

Your key responsibilities will include system administration, monitoring support queues, serving as a subject matter expert, and enhancing client technological frameworks.

You will be responsible for overseeing system administration tasks, ensuring the seamless operation and peak performance of client business technologies. By monitoring support queues, you will prioritize and address issues swiftly while identifying trends and opportunities for enhancement.

Utilizing your expertise, you will troubleshoot and resolve intricate technical challenges, providing guidance to both clients and internal teams as a subject matter expert.

Your contributions will foster continuous improvement and efficiency within the technical support domain.

As a senior team member, you will also act as an escalation point for junior support staff. Additionally, you will collaborate with Sales and Account Management to develop tailored solutions for our clients.

Key Responsibilities:
- Monitor support queues, address technical issues, and resolve client inquiries promptly
- Oversee system administration tasks, ensuring the smooth operation and optimal performance of clients' business technologies
- Serve as a subject matter expert, providing guidance to junior team members on complex technical issues and projects
- Troubleshoot hardware and software issues both in-person and remotely
- Enhance skills through participation in regular training sessions and certification exams
- Participate in on-call rotations to provide after-hours support to clients when necessary

Qualifications:
- Minimum of a College Diploma in Computer Science, Information Technology, or a related field (or equivalent work experience)
- Approximately 5+ years of experience in a technical support environment or equivalent
- Proven experience in technical support and system administration, particularly with Microsoft 365, Windows Server, Google Workspace, macOS, and Windows environments
- Advanced networking skills, preferably with experience in Cisco Meraki, Ubiquiti, and Datto
- Strong general computer skills, including setup, troubleshooting, and optimization of hardware, software, mobile devices, printers, and other peripherals
- Experience in a multi-tenant environment supporting multiple organizations with technology
- CompTIA A+ certification or equivalent
- Experience with migrating email and files to Google Workspace and Office 365
- Familiarity with Microsoft Azure Active Directory and on-premise Active Directory
- Experience with Linux Servers, including cPanel
- Cybersecurity training and experience

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