We Are Looking For:

• Handle Tier 1 escalations
• Resolve Tier 2 technical support issues (related to servers, applications, networking, backups, security, etc.)
• Escalate to Tier 3 where appropriate
• Participate in rotating On-Call shifts for after hours
• Provide training and guidance for Tier 1 techs
• Provide remote support and occasional on-site support as required
• Follow standard operating procedures, creating new procedures for newly identified resolutions, and when otherwise appropriate
• Maintain accurate documentation of client networks, resolved issues, and client information
• Communicate ticket status and updates directly to clients
• Provide technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications)
• Strive to ensure a Customer Frictionless Experience, other performance metrics, and meet company expectations
• Actively participate in meetings to help grow the team and
• Pursue two certification exams per year is highly recommended
• Be willing to work flexible hours when required to meet client deadlines
• Track time and submitting time sheets for work completed
• Perform other duties and tasks as required.

Skills and Knowledge Requirements:

• Advanced knowledge of IT applications, processes, software, and equipment
• Ability to multi-task and adapt to changes in an extremely fast-paced environment
• Bilingual English & French Trouble shooting and investigation skills; especially in the face of poor to no documentation
• Excellent time management and ability to effectively prioritize issues
• Ability to handle emotions calmly and professionally during client interactions
• Prompt, reliable and willing to go above and beyond to exceed customer expectations

Qualifications:

• University degree in computer science or equivalent experience
• Microsoft, Cisco, and CompTIA+ certifications
• Experience with ITIL service management concepts and methodologies and certification
• Current or previous professional technology certifications
• Previous MSP (Managed Service Provider) experience an asset