Job Summary
Title: Technical Support Specialist
Department: Client Support Services
Type: Full-time, salaried, paid vacation, benefits, training included
Reporting to: Sr. Director, Client Support Services
Why Work For Us
Business Cloud is a managed technology service provider (MSP) supporting small and medium-sized organizations across Canada as both a Google Cloud Partner and Microsoft Partner. We are a fast-growing, customer-focused company that prides itself on being up-to-date with the latest technological trends and ideas. Our focus is implementing cloud-first business technology so that our clients can work in reliable, secure, and efficient environments, without worrying about the infrastructure that makes this possible. Our team comes from a variety of backgrounds and experiences, but passion for what we do is what links us together. If you believe you are the right fit for this position, please apply and tell us why you’re the best candidate for this role.
Job Description
As a Technical Support Specialist, you will be the main point of contact for client issues, act as a first responder in support situations, and coordinate with your colleagues in order to solve problems. You will be responsible for maintaining SLAs in support scenarios, actively engaging with clients in both remote and in-person capacities, and working with an extensive variety of software, hardware, and tools.
In this role, you will be working from our main office, with trips to client offices as needed. You will become an expert in the applications and technologies we support, and a beacon of knowledge in a wide range of products and services. Furthering your own knowledge is an integral part of working at Business Cloud, and it will be expected that you participate in regular company-provided training to improve your skills.
Responsibilities and Duties
Triage support queues through effective communication with users via email, phone, and in-person interactions
Communicate with users experiencing difficulties to investigate, document, troubleshoot, and resolve a variety of computer system issues
Complete assigned projects to continually improve client technology ecosystems
Create, consult, and update internal and external knowledge base guides and share information with team members
Develop skills by participating in regular computing certification exams and other product knowledge training
Demonstrate expert knowledge of systems, not limited to networking, cloud computing, software, hardware, and technical business processes
Train customers on how to make better use of technology overall
Other duties as required
Required Skills and Competencies
Minimum of a College Diploma in Information Technology or related field
2+ years of experience in a technical support environment or equivalent
Excellent verbal and written communication skills
A dedication to customer service
Advanced computer skills including setup, troubleshooting, and optimization
Advanced knowledge of the Google Workspace suite of products
Advanced knowledge of the Microsoft 365 suite of products
Familiarity with Windows Server
Familiarity with computer networking concepts
Familiarity with a variety of computer hardware and software, including mobile devices, printers, and other peripherals
Ability to effectively document processes and create Knowledge Base articles
Ability to multitask and problem-solve with the utmost attention to detail
Ability to travel within the GTHA (Greater Toronto Hamilton Area) regularly and across Canada on occasion
Beneficial Skills and Competencies
Experience in a multi-tenant environment supporting multiple organizations with technology
CMNA, CCNA or equivalent certifications
CompTIA A+ certification or equivalent
Thorough knowledge of DNS, DHCP and domains
Experience with migrating email and files to Google Workspace and Office 365
Experience with Microsoft Azure Active Directory and on-prem Active Directory
Experience with Google Cloud Platform
Experience with AWS
Experience with Linux Servers, including cPanel
Experience building and configuring networks
Experience with business grade networking equipment including Cisco Meraki, Ubiquiti, and Datto
Experience with configuring and managing backup and BCDR systems
Experience using ticketing platforms such as Zendesk
Cybersecurity training and experience
How To Apply
Please consider attaching a tailored cover letter. We view this as an opportunity to tell us why you’re the right fit for the position and our organization.