Senior Technical Support Specialist Toronto, Canada
Job Summary
Title : Senior Technical Support Specialist
Department : Client Support Services
Type : Full-time, salaried, paid vacation, training included
Reporting to : 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 the Senior 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.
Your primary responsibilities will revolve around system administration, monitoring support queues, acting as a subject matter expert, and actively improving client technological ecosystems.
You will take ownership of system administration tasks, ensuring the smooth operation and optimal performance of client business technology.
By monitoring support queues, you will prioritize and address issues promptly while identifying trends and opportunities for improvement.
Drawing on your expertise, you will troubleshoot and resolve complex technical issues, serving as a subject matter expert to provide guidance to both clients and internal teams.
Effective communication and documentation skills will be essential in providing excellent customer service and maintaining an accurate knowledge base.
Your contributions will drive continuous improvement and efficiency within the technical support function.
As a senior member, you'll be an escalation point for junior support team members. You will also coordinate with Sales and Account Management to build solutions for our clients.
Responsibilities and Duties
Monitor support queues, respond to technical problems, and resolve client issues promptly
Take ownership of system administration tasks, ensuring the smooth operation and optimal performance of clients' business technology
Triage calls and intake emails as required
Act as a subject matter expert and provide guidance to junior team members on complex technical issues and projects
Demonstrate excellent communication and documentation skills to deliver exceptional customer service and maintain an accurate knowledge base
Troubleshoot hardware and software issues both in-person and remotely
Develop skills by participating in regular training sessions and certification exams
Participate in on-call rotations to provide after-hours support to clients when necessary
Other duties as required
Required Skills and Competencies
Minimum of a College Diploma in Computer Science, Information Technology, or a related field (or equivalent work experience)
5+ years of experience in a technical support environment or equivalent
Excellent verbal and written communication skills
A dedication to customer service
Proven experience in technical support and system administration, with a focus on Microsoft 365, Windows Server, Google Workspace, macOS, and Windows environments
Advanced computer networking abilities, preferably including experience with Cisco Meraki, Ubiquiti, and Datto
Advanced generalized computer skills including setup, troubleshooting, and optimization of hardware, software, mobile devices, printers, and other peripherals
Experience documenting processes and creating Knowledge Base articles
Ability to multitask, problem-solve, and keep calm in a fast-paced environment 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-premise Active Directory
Experience with Google Cloud Platform
Experience with Linux Servers, including cPanel
Experience with configuring and managing backup and BCDR systems
Experience using ticketing platforms such as Zendesk
Cybersecurity training and experience
Salary Expectations
$48,000 - $60,000 annually (salaried)
How To Apply
Please fill out the attached application form with your current resume, a cover letter, and availability. Please note only successful candidates will be contacted.
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