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IT Support Specialist

2 months ago

London, Ontario, Canada CB Canada Full time
Job Summary

We are seeking a highly skilled IT Support Specialist to join our team at CB Canada. As an IT Support Specialist, you will be responsible for providing top-tier technical support to our clients, troubleshooting complex issues, and escalating problems to senior team members when necessary.

Key Responsibilities
  • Provide high-level technical support to a diverse range of clients, including troubleshooting and resolving complex technical issues.
  • Triage and document all issues, troubleshooting steps, and final resolutions in our helpdesk ticketing system.
  • Track and resolve customer support tickets as assigned, ensuring timely and effective resolution.
  • Develop and conduct basic training programs for junior team members on hardware and software usage, drafting user manuals and documenting processes and procedures.
  • Provide highest-tier support for clients and specialized projects, acting as a subject matter expert in technical matters.
  • Assist the team with technology projects and deployments as needed, collaborating with colleagues to ensure successful outcomes.
  • Regularly communicate with clients, coworkers, and management, providing updates and feedback as necessary.
Requirements
  • 5+ years of experience in server/desktop/networking, with a strong background in technical support and troubleshooting.
  • Previous experience working in a Managed Service Provider (MSP) environment is an asset.
  • Advanced knowledge of desktop operating systems, Microsoft Office applications, and networked workstation and server configurations.
  • Excellent hardware and software troubleshooting abilities, with strong communication and customer relationship skills.
  • Strong written and verbal communication skills, with effective client follow-up skills.
  • Proficiency in Firewalls, VPN, VLAN, Networking, Data Center, CITRIX, HYPER-V, SAN, SQL, and Office365.
What We Offer
  • A competitive salary and compensation package.
  • Comprehensive benefits, including extended health care, dental care, life insurance, and a healthcare spending account.
  • Vacation and paid time off.
  • The opportunity to work with top-level professionals and high-leverage clients/customers.