Technical Support Specialist

2 months ago

Vaughan, Ontario, Canada Jolera Full time

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Jolera. As a key member of our IT department, you will be responsible for delivering exceptional technical support to our clients and their employees/members.

Key Responsibilities

  • Process service tickets and assign them to appropriate service resources, as necessary.
  • Maintain service ticket ownership throughout the life of the support incident.
  • Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
  • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
  • Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
  • Install, configure, and diagnose client workstations and equipment.
  • Conduct on-site problem determination and analysis.
  • Provide advice and technical guidance to end users and technical resources as the situation warrants.
  • Go on-site to support customers or projects that can't be performed remotely as well as routine maintenance.
  • Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
  • Document in detail the activities carried out as well as the technical information collected.
  • Maintenance of the internal network cabling and cross-connects. Executing changes as required.
  • Maintenance of network printer devices.
  • Assist with account management activities.
  • Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
  • Identify and escalate production critical issues to the appropriate groups.
  • Perform data backup and recovery at a user level, as required.
  • Comply with internal controls and policies as applicable.
  • Responsible for on-call/as-needed support for remote locations.
  • This position requires some overtime/on-call hours and carrying a mobile phone.

Requirements

  • 3-5 years experience in a technical support role.
  • Relevant Degree/Diploma or equivalent.
  • Proven problem-solving and analytical skills.
  • Must have access to a vehicle with a valid driver's license.
  • Excellent attention to detail.
  • Ability to document processes and accept feedback.
  • Strong ability to work within a team environment.
  • Excellent communicator and personable.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end users who may not have any technical expertise.
  • Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
  • Some knowledge of database technologies is an asset.
  • Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
  • Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.
  • Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.).
  • Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
  • Someone who thrives in a fast-paced, high-energy environment.
  • Always conducts with a poised and professional demeanor.
  • Able to work collaboratively within a team.

Assets

  • Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
  • Basic working knowledge of Linux and Unix.
  • Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
  • Hands-on Experience with print publishing software.
  • Experience in time-critical manufacturing/production environments.

What We Offer

  • Competitive compensation package & benefits package.
  • Company Perks, Good Life gym, and various brand discounts.
  • Company events, recognitions, and celebrations.
  • Career development and growth opportunities.

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