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Technical Support Specialist

2 months ago

Old Toronto, Ontario, Canada Nucleus Full time
About the Role

Nucleus is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the front line of technical support, providing an on-site presence for clients and facilitating incoming calls and emails on a remote basis.

Key Responsibilities
  • Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
  • Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
  • Troubleshoot and resolve technical issues according to established procedures and guidelines.
  • Utilize knowledge base resources, including ITGlue, and seek guidance from superiors and peers as needed.
  • Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information is available for reference.
  • Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings.
  • Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
  • Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
  • Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
Requirements
  • A minimum high school diploma is required; post-secondary education in a related field is an asset.
  • Must be able to work from home or go on-site as required depending on client's needs.
  • Familiarity with knowledge base tools (e.g., ITGlue, ConnectWise Managed, Automate) is a plus.
  • Excellent computer literacy skills and skills in MS Office Suite.
  • Experience working with an ERP system is an asset.
  • Ability to multi-task and prioritize and work independently.
  • Ability to maintain confidential information.
Preferred Qualifications
  • Microsoft 365 Certified: Fundamentals
  • Microsoft Certified: Azure Fundamentals (900)
  • CCST (Cisco Certified Support Technician Certifications)
  • CompTIA+ or equivalent
  • CompTIA Network+
  • MD-102: Endpoint Administrator