Technical Support Specialist

**Job Overview**
Since 1982, PC Corp has been helping businesses grow and thrive by “**making I.T. easy**”.

Our staff are the source of PC Corp’s success We believe in the magic of collaboration and as such, we foster an environment where employees have a say in decisions that maximize our collective impact in driving our business. We have created a culture that thrives on peer bonding. The day-to-day interaction with your team makes it fun to come to work as you’re surrounded by talented people who will help you and challenge you to level up every day.

We are seeking a **Senior Technical Support Specialist to analyze, diagnose and resolve issues within our managed small-to-medium corporate environments.**This is a **hybrid working environment**, combining remote work and on-site responsibilities in Edmonton. The products you will work on encompass servers, storage, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, related operating systems and some workstations/laptops using approved remote management tools. The technologies are various and include Microsoft, HPE, Fortinet, Kaseya, Nable and Meraki.

**Duties and Responsibilities**:

- Conduct troubleshooting to resolution activities adhering to corporate Service Level Agreements, managed via PSA ticket system.
- Analyze and resolve sometimes complex issues encompassing servers, storage, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems, some workstations/laptops, using approved remote management tools.
- Document all issues and resolutions carefully and accurately in the company's PSA (Autotask) and Documentation (ITGlue) Platforms. Update PSA and Documentation platforms to reflect changes in client environments or processes.
- Develop and maintain the technical skills, knowledge, and certifications required for superior performance as a Technical Consultant.
- Participate in organizational training programs as part of professional development.
- Contribute to on-call rotation and after-hours support duties.
- Prioritize and triage problems impacting client IT services for efficient resolution.
- Coordinate with ServiceDesk, third-party vendors, and other internal IT teams as necessary.
- Notify customers of issues, outages, and remediation status as required.
- Maintain ongoing communication within the team and with external stakeholders regarding known issues and resolution steps.
- Translate complex technical information into understandable terms for non-technical individuals.
- Evaluate and test products, making recommendations.

**Must-Haves**:

- 10+ years of direct **technical support experience. Helpdesk**in the past is desirable.
- **Analyze and** **resolve ticket issues** encompassing _servers, storage, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, related operating systems and some workstations/laptops using approved remote management tools_
- Proficient in **Microsoft** (_Exchange, Office 365, Teams, desktop, server operations and administration_)
- Proficient in diagnosing network issues and supporting **network infrastructures** such as: Active Directory, DNS, DHCP, File Servers, Group Policy, User Accounts, Network Infrastructure Monitoring
- At least **2 years of Managed Services Provider (MSP) experience**:
**Nice-to-Haves**:

- Certifications and/or bachelor’s degree to support experience.
- Visualization and security technology experience
- Storage and backup technology experience

**Job Types**: Full-time, Permanent

Pay: $76,900.00-$88,900.00 per year

**Benefits**:

- Casual dress
- Commuter benefits
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Store discount
- Vision care
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- On call
- Weekends as needed

Application question(s):

- DEAL BREAKER: To move forward in the hiring process, we kindly ask that you complete the Predictive Index Profile Assessment linked below. This assessment is quick and straightforward that will only take 3-5 minutes of your time.

Thank you for your time and effort. We look forward to reviewing your results
- Which Managed Services Providers (MSPs) have you previously worked with?

**Experience**:

- Technical Support: 10 years (required)
- Managed Services Provider (MSP): 2 years (required)

Licence/Certification:

- Driver's License (required)

**Location**:

- Edmonton, AB T5K 1H6 (required)

Work Location: Hybrid remote in Edmonton, AB T5K 1H6