IT Support Specialist
1 day ago
**About Terra Dygital**
**About this Role**
As a Support Specialist, your expertise in problem-solving is matched by your dedication to providing outstanding customer service to clients and fellow technicians. You are recognized for your exceptional customer support, proficient multitasking abilities, and your composed proficiency in managing urgent scenarios. Under the guidance of the Tech Operations and Client Relations Manager, the Support Specialist is responsible for troubleshooting and resolving client issues. Your role demands excellent communication skills and a commitment to delivering superior client service.
**Key Responsibilities**
- Support backup, disaster recovery, and business continuity solutions
- Assist new clients with onboarding and training
- Review project metrics to ensure service standards are met (ticket closures, utilization, response time, resolution time, CSAT, etc.)
- Provide support services for Microsoft and Cloud related technologies
- Provide technical services and support for client networks
- Provide remote access solution implementation and support
- Maintain project and client documentation
- Communicate with clients as required including keeping them informed of incident progress, notifying them of impending changes, or agreed outages
- Participates in regular team and client meetings
- Maintain a deep knowledge of technology products and services applicable to our clients and the industry in which they operate
- Provide support and guidance to more junior team members
**Skills and Knowledge**
- Excellent interpersonal and communication skills
- Ability to diagnose and troubleshoot technical issues
- Mac proficiency preferred
- Ability to multi-task and adapt to changes quickly
- Ability to lead, motivate, and encourage team members
- Service awareness of the client's key IT services for which support is being provided
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
- Willingness to participate in an on-call rotation, providing timely support outside regular hours when required
**Education and Experience**
- Industry IT Certifications: Microsoft O365/Azure Role-based certification (or legacy equivalents)
- 2+ years’ experience working for an MSP or related company, an asset
- Experience working for an MSP or related company preferred
**Compensation and Additional Perks**
- Competitive Compensation based on Skill set and experience can range between $55,000 - $75,000
- Comprehensive benefits package and time off policies
- Short Term Incentive Plans
- Company laptop
- Cellphone allowance
- Commuting/Fitness Allowance
- Great environment & culture
**Job Types**: Full-time, Permanent
Pay: $55,000.00-$75,000.00 per year
**Benefits**:
- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care
- Wellness program
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Morning shift
- Overtime
Work Location: In person
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