Escalation Team Lead

2 weeks ago

Richmond Hill, Canada MSP OPERATIONAL CORP Full time

Join an award-winning managed services provider in Richmond Hill with a nation-wide presence. MSP Corp powered by MBC is a trusted, responsive partner that delivers Delightful IT IT isn’t only our business, it’s our passion, and keeping our customers delighted is part of every call we take, ticket we solve, and network we deploy. It’s called Delightful IT and we guarantee it.

Key Responsibilities
- Perform On-Site Onboarding and Orientation for New Clients
- Conduct initial on site for new clients
- Onboard customers per SOP
- Onboard Customer Environments into RMM Platform
- Integrate client environments into the Remote Monitoring and Management (RMM) platform
- Ensure seamless transition and mínimal disruption to client operations
- Create and Maintain Customer Documentation
- Develop detailed documentation for client IT environments
- Regularly update documentation to reflect changes and upgrades
- Prepare IT Audits of Customer Environments
- Support Project Leads During Project Implementation
- Assist with the implementation of various IT projects, including but not limited to
- OneDrive/SharePoint Migrations
- Teams and Teams Voice
- Intune
- Network installations
- ISP installations
- Provide Project Post-Deployment Support
- Offer remote or on-site support following project deployment
- Work with project lead to any issues that arise and ensure client satisfaction
- Perform Office Moves and New Office Setups
- Manage the IT aspects of office relocations and new office setups
- Ensure all systems are operational and meet client needs
- Update and Maintain Client Documentation as Needed
- Continuously update client documentation to ensure accuracy
- Reflect any changes in client IT environments promptly
- Prepare and Update Standard Operating Procedures (SOPs) as required
- Represent MBC in a Professional Manner
- Maintain a presentable appearance and professional demeanor
- Always deliver delightful IT services to clients

**Qualifications**:

- ** Technical Skills** Proficiency in network management, customer onboarding, and on-site technical support
- ** Communication Skills** Excellent verbal and written communication skills
- ** Interpersonal Skills** Strong ability to build and maintain relationships with clients
- ** Problem-Solving** Ability to troubleshoot and resolve technical issues efficiently
- ** Adaptability** Willingness to work in a fast-paced environment and adapt to changing priorities
- ** Team Player** Ability to work collaboratively with team members and clients

**Requirements**:

- A personable and positive attitude with excellent customer service skills and willingness to learn
- Experience in a similar role or related field will be considered an asset
- Strong communication skills, both written and verbal
- Excellent problem-solving and troubleshooting skills
- Strong knowledge of network protocols, hardware, and software
- Enjoy working with end users and providing exceptional customer service
- Ability to work in a fast-paced environment and adapt to changing priorities
- Experience with the networking, Ncentral, Salesforce and Office365 (Exchange, Intune, SharePoint, OneDrive) is considered an asset
- Ability to work independently and collaboratively within a team
- Valid driver's license and reliable transportation

Working Conditions
- This position requires travel to client sites
- Flexibility to work outside regular business hours as needed
- Some lifting of IT equipment may be required

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