Technical Support Specialist

**WHEN WAS THE LAST TIME YOU ENDED YOUR WORKDAY WITH A SMILE?**

It's a great time to join our team. Get access to all the tools and benefits of working with a larger firm while maintaining the feel of a small business environment and avoid downtown Not only do we take pride in what we do, we have a few laughs, stay relatively casual, and take pride in knowing we're delivering best-in-class service while doing it. YOUR creativity, energy and attention to detail attitude are what we need to augment our growing team of A-list talent.

Idealogical Systems has been in business since 1955 and we are growing our company. We are hiring for a Technical Support Specialist who is the ultimate team player, fits our culture and who has the right balance of qualifications.

All our positions are client facing in some capacity.

Idealogical is in Markham and serves clients headquartered in and around Toronto. Most of the companies we actively seek out and market to exist in the GTA and are of like mind and culture to our own.

We are a small business, and we serve small businesses which, for our purposes, means companies under 200 employees.

This position requires you to be at our office.

**What We Can Offer You**

By joining Idealogical, you will work with some of the brightest and most experienced people in the industry, in an environment where you will be challenged, expected to work hard and be accountable. Idealogical is a company where you can grow and develop your career in a very meaningful and significant way. At Idealogical, these elements mix quite nicely with the fact that you will be working with great people, have fun and make a difference through your contributions.

Idealogical is focused on staff development and education. We invest heavily in fostering an environment of continual self and team improvement.

**In addition to everything above, we offer**:

- A great work environment and fantastic coworkers
- Challenging projects and a variety of work in supportive environment
- Competitive performance-based bonus plan
- Lunch provided daily
- Company contributions of 3% of your salary to your personal RRSP/DPSP Plan
- 3 weeks’ vacation to start, 6 personal days
- 1 paid training and education per month
- Great health benefits
- Anonymous feedback system that our President utilize to improve culture & implement change
- Praise System
- In-house Chiropractor, massage
- Company sponsored social events
- Weekly Awards
- Yearly Awards

**The Technical Support Specialist Role**

Perform technical tasks and be the first point of technical contact for clients. Always ensure clients have an excellent customer service experience and that their problems are addressed with empathy, professionalism, and within the Idealogical SLA parameters.

**Primary Responsibilities/Essential Responsibilities**
- Represent Idealogical in a positive and professional manner.
- Be responsible for a ticket until its completion or until it is formally handed off to another team member, escalation, etc.
- Always maintain a high level of Customer Service.
- Work with all personnel and outside contacts to satisfy clients and achieve company objectives.
- Maintain work areas (internal & on client site) in a clean and organized manner.
- Develop plans or make suggestions to reduce rework with the aim of eliminating rework.
- Thorough understanding of ConnectWise for service delivery purposes.
- Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
- Enter all work (internal and customer related) into ConnectWise Manage via tickets or activities.

**Additional Duties and Responsibilities**:

- Liaise with vendors to oversee installation, resolve adaptation issues, and support of new technologies.
- Identify, recommend, develop, and implement training to increase staff competency and self-sufficiency.
- Understand the Idealogical Playbooks and what is in and out of agreement.
- Participate in required meetings and team events.
- On-call duties as per Idealogical afterhours policy.
- Ticket and time management.

**Qualifications and Skill Requirements**:

- College diploma or University degree.
- Microsoft Certified Professional MS-100, MS-101 or MD-100 or MD-101.
- Annual renewal/updating of technical certifications where updates are available and at the direction of Technical Leadership.
- Exceptional knowledge of computer hardware, including IBM, Lenovo, Fortinet Firewalls.
- Apple, Datto and Barracuda experience is a plus.
- Deep-seated experience with desktop operating systems, including all Microsoft solutions.
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen a