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Technical Support Specialist

2 months ago

Montreal, Quebec, Canada A&R Solutions Full time

Job Summary:

A&R Solutions is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to end-users, troubleshooting issues, and ensuring the smooth operation of IT systems.

Key Responsibilities:

  • Ticket Management:
    • Receive, log, and prioritize support requests from end-users.
    • Escalate tickets based on complexity, urgency, or expertise required.
  • Technical Support:
    • Troubleshoot hardware, software, and network issues remotely.
    • Assist with Office 365 applications (e.g., Outlook, Teams, SharePoint).
  • Office 365 Administration:
    • Manage user accounts, licenses, and permissions within Office 365.
    • Monitor Office 365 service health and troubleshoot issues.

Requirements:

  • At least 2-3 years of experience in IT helpdesk or technical support roles.
  • Prior exposure to AutoTask or other ticketing systems.

Preferred Qualifications:

  • AutoTask Proficiency: Strong familiarity with AutoTask or similar ticketing systems to ensure efficient handling and resolution of support tickets.
  • Documentation Skills: Exceptional note-taking and documentation skills are essential. Experience with ITGlue or comparable documentation systems will be considered a significant advantage.
  • Remote Management Tools: Prior experience with Remote Management tools such as DattoRMM, Screenconnect, or NinjaRMM.
  • Cybersecurity Awareness: Foundational understanding of cybersecurity principles is expected. Practical experience with anti-malware tools and the ability to conduct clean-up operations or investigations is required.

Skills:

  • Strong communication skills and customer service orientation.
  • Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
  • Basic Active Directory management.

Certifications:

  • CompTIA A+ (or equivalent).
  • Microsoft 365 certifications (e.g., MS-900).
  • Working towards Office 365 certifications (e.g., Microsoft 365 Fundamentals Certified).

Hours of Operation:

  • 8:00 am EST to 5:00 pm EST