Technical Support Specialist

1 week ago

Toronto, Ontario, Canada MLSE Full time

We are seeking a highly skilled Technical Support Specialist to join our team at MLSE. In this role, you will be responsible for providing top-notch technical support to our internal clients, ensuring that they have the information they need to succeed.

About the Role

This is a fantastic opportunity to work in the sports and entertainment industry, with a flexible (hybrid) work environment that supports employee wellbeing. As a Technical Support Specialist, you will be part of a dynamic team that is committed to delivering exceptional customer service and creating an inclusive workplace.

Key Responsibilities
  • Manage IT Incidents: Field incoming support requests from end-users via various channels, log them in the Incident Management System, and provide initial support, including investigation and diagnosis of issues.
  • Resolution of Incidents: Resolve at least 85% of all incidents on first contact, demonstrating excellent problem-solving skills and analytical abilities.
  • Service Level Agreements: Understand SLAs associated with the user community and determine prioritization based on the impact of support issues.
  • Knowledge and Skills: Possess strong knowledge of PC hardware, operating systems (Windows, Mac OS), and various user programs, as well as experience with network devices, Cisco Unified Communications Manager, and Information Technology Infrastructure Library (ITIL) best practices.
  • Communication and Collaboration: Effectively communicate with higher support groups and administrators, working together to resolve problems and identify trends and root causes.
Requirements
  • Minimum 3 Years of Experience: Strong background in Windows 7 and 10, Office 365, and Microsoft Active Directory, with a minimum of 3 years of technical working experience.
  • Certifications and Education: Microsoft Certified Solutions Associates (MCSA) or Microsoft Certified Systems Engineer (MCSE), with a post-secondary Information Technology diploma or Computer Science Degree preferred.
  • Additional Skills: Prior experience setting up and troubleshooting MAC OS & devices, exceptional written and verbal communication skills, ability to present ideas in user-friendly language, keen attention to detail, and proven analytical and problem-solving abilities.
Salary and Benefits

The estimated salary for this position is $60,000 - $80,000 per year, depending on experience and qualifications. In addition to a competitive salary, we offer a range of benefits, including flexible work arrangements, opportunities for professional development, and a comprehensive health and wellness program.

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