Hybrid IT Support Specialist

at Nucleus Software

• Job title: IT Support Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$60,000 - CA$65,000 per year
• Degree requirement: High School Diploma
• Tech skills: Azure, ERP
• Location requirements: Hybrid, Toronto, Canada

About the role

• Technical Support Specialist facilitating client calls and ensuring proper IT solutions for clients. The role involves troubleshooting, ticket management, and collaboration with the team, requiring onsite presence in Toronto.

Responsibilities

• Serve as the front line of technical support, responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources.
• Bring awareness and recurring issues to their direct supervisor.
• 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 supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, 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 Support 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

• Must be willing and able to commute to and work onsite 70-100% of the work week in downtown Toronto.
• A minimum high school diploma is required; post-secondary education in a related field is an asset.
• At least two years of IT industry or MSP experience.
• Must understand GPOs, Hyper-V, intermediate networking, Microsoft 365 and Active Directory.
• Must be able to go on-site as required depending on client’s needs.
• 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, ConnectWise 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, you already have the following certifications under your belt: Microsoft Certified: Azure Fundamentals (AZ-900), Cisco Certified Support Technician (CCST) Certification, Microsoft 365 Certified: Fundamentals.
• Bonus points if you have one of the following certifications in addition to the ones above: Cisco Meraki Solutions Specialist (CMSS) Certification, Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft 365 Certified: Endpoint Administrator Associate.

Benefits

• An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
• Hybrid Remote Environment
• Monthly Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
• Competitive Salary & Benefits
• Birthdays off!