Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
Troubleshoot and resolve technical issues according to established procedures and guidelines.
Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
Update internal documentation through our knowledge base resources and other relevant systems to ensure accurate and up-to-date information.
Collaborate with your manager and appropriate stakeholders to ensure efficient use of resources, particularly for time-intensive tasks.
Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
Other duties as assigned.

Requirements

A minimum high school diploma is required; post-secondary education in a related field is an asset.
Must be able to deliver effective support fluently in English and Spanish.
Must understand Group Policy, Hyper-V, basic networking, Microsoft 365 and Active Directory.
Must be comfortable analyzing technical issues and deciding whether the solution is efficient and feasible.
Must be able to apply creative solution finding to address and resolve technical issues.
Must be able to provide temporary workarounds that fall within company standards based on previous experience.
Familiarity with knowledge base tools (e.g., ITGlue, ConnectWise Manage & Automate) is a plus.
Excellent computer literacy skills and skills in MS Office Suite.
Experience working with an ERP system is an asset.
Ability to multi-task and prioritize and work independently.
Ability to maintain confidential information.
Certifications ideally include CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft 365 Certified: Fundamentals (MS-900), Cisco Certified Support Technician (CCST). Bonus points for Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Cisco Meraki Solutions Specialist (CMSS).

Benefits

An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
Hybrid Remote Environment
In-Person and Virtual Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
Competitive Salary & Annual Vacation Time
Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
Birthdays off!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Group PolicyHyper-Vbasic networkingMicrosoft 365Active Directorytechnical troubleshootingticket managementtemporary workaroundsERP systemscomputer literacy

Soft Skills

effective supportcreative solution findingmulti-taskingprioritizationindependenceconfidentialitycollaborationdecision makingcommunicationtime management

Certifications

CompTIA A+Network+Security+Microsoft Certified: Azure Fundamentals (AZ-900)Microsoft 365 Certified: Fundamentals (MS-900)Cisco Certified Support Technician (CCST)Microsoft Certified: Azure Administrator Associate (AZ-104)Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)Cisco Meraki Solutions Specialist (CMSS)