IT Operations Associate

3 days ago

Toronto, Ontario, Canada Business Cloud Inc. Full time
Job Description: Technical Support Specialist

The Technical Support Specialist will be responsible for efficiently handling incoming client requests by monitoring support queues, performing triage and intake, answering phone calls, and acting as the first point of contact. This role requires strong communication skills, technical expertise, and a dedication to fostering a collaborative and supportive team environment.

Key Responsibilities:

  • Monitor support queues and handle incoming client requests
  • Perform triage and intake, and answer phone calls
  • Act as the first point of contact for clients, addressing their requests promptly
  • Distribute tickets and calls to appropriate teams or technicians based on urgency and expertise
  • Monitor workloads, backlogs, and response times to ensure efficient workflow
  • Coordinate resources to resolve bottlenecks and maintain smooth operations
  • Maintain knowledge of client environments and ongoing issues to inform routing decisions
  • Identify at-risk tickets, escalate critical issues, and collaborate with teams
  • Liaise between clients, technicians, and departments to streamline resolutions
  • Generate performance reports, suggest process improvements, and train new team members

Qualifications:

  • College Diploma in Computer Science, Information Technology, or a related field (or equivalent work experience)
  • 1-2 years of experience in a technical support environment

Requirements:

  • Familiarity with ticketing systems (e.g., Zendesk, ConnectWise, ServiceNow, Autotask)
  • Technical aptitude to understand a wide range of IT issues (networking, software, hardware)
  • Familiarity with and proficiency in troubleshooting hardware and software issues both in-person and remotely
  • Basic system administration skills for optimal client technology performance

Why Business Cloud?

We are more than just a managed technology service provider; we are a team united by a shared passion for excellence. We believe that every employee should have the opportunity to have their voice heard and be set up to succeed. Our culture is built on mutual respect, empathy, and a commitment to continuous growth and development.

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