Technical Support Specialist

WHEN WAS THE LAST TIME YOU ENDED YOUR WORKDAY WITH A SMILE?

You spend 80% of your life at work, and you should be doing what you love with people you like doing it with, all while making a difference in your community.

It's a great time to join our team and grow with us.

Idealogical has been in business since 1995. We have continuously worked towards giving our employees and clients access to all the tools and benefits of working with a larger firm while maintaining the empathy and nimbleness of a small business.

We take pride in what we do, have a few laughs, stay relatively casual, and deliver best-in-class service.

We are looking for a kickass Technical Support Specialist to join our team.

Our company culture is everything to us, so please look at our core values and see if they speak to you before applying for this position.

WHAT WILL YOU BE DOING

In this role, you will be working under the direct supervision of the Technical Leadership in the service delivery team and will be responsible for the following :

• Provide our clients with intermediate technical support and escalate as required while following Service Level Agreement (SLA) guidelines.
• Follow a ticket journey from beginning to end using our PSA tool.
• Make our clients feel heard, helped, and happy at every interaction.
• Watch the consoles for new alerts and take action when required.
• Liaise with vendors to oversee installation, resolve adaptation issues, and support new technologies.
• Account for resources invested in the client and Idealogical related tasks.
• On-call duties as defined in the Idealogical after-hours policy.

WHAT YOU BRING TO THE TABLE

Must-Have Skills & Qualifications

• College diploma or University degree and 3 years of equivalent work experience.
• Microsoft Certified Professional MS-100, MS-101 or MD-100 or MD-101.
• Expert knowledge of computer hardware, including IBM, Lenovo, and Fortinet Firewalls.
• Application support experience with ConnectWise Automate & Manage.
• VMware Certification.
• CompTIA Security+.
• Valid Driver's license and reliable method of transportation.
• Legally able to work in Canada.

Preferred Skills & Qualifications

• Call Centre and / or internal helpdesk experience.
• Experience with Apple, Datto and Barracuda.
• Experience with desktop and server operating systems, including all Microsoft solutions.

Key to Success

• Strong understanding of the organization's goals and objectives.
• Empathy, compassion, and sense of humour.
• Exceptional written and oral communication skills.
• Outstanding interpersonal skills with a focus on listening and questioning skills.
• Stay up to date with educational goals to further professional development.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Ability to take on challenges that require critical thinking and decision-making skills.
• Experience working in a team-oriented, collaborative environment.
• Don’t take yourself too seriously.

If you have made it this far on the page, it tells us you are interested in working with us, and we would love to hear from you!

Please include "Intermediate Technical Support Application." in the code word field.

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