Technician supporting IT systems and user needs in both French and Portuguese. Involved in remote technical diagnosis and user assistance.
About the role
- Technical Support Specialist II at Nucleus Networks providing IT support and troubleshooting for non-technical clients. Ensuring efficient ticket resolution in a hybrid working environment.
Responsibilities
- 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 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.
- Must be willing and able to go onsite as required depending on client needs.
- Other duties as assigned.
Requirements
- A minimum high school diploma is required; post-secondary education in a related field is an asset.
- At least 2-3 years of experience at either a Managed Service Provider, internal IT or similar setting.
- Must understand GPOs, Hyper-V, intermediate 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 helpdesk documentation and support tools (e.g., ITGlue, ConnectWise Manage/Automate/ScreenConnect) is a plus.
- Excellent computer literacy skills and proficiency with Microsoft 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.
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, including a Health Spending Account and RRSP Matching program
- Birthdays off!
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
IT Support Technician at ESDI improving business technology performance. Responsibilities include user support, incident resolution, and training on tools.
IT Service Desk Agent providing first - level support for users at INTREAL. Involves troubleshooting, customer interaction, and IT project collaboration.
IT Support Specialist offering 1st Level support and user onboarding with a hybrid working model. Collaborating closely with system admins to resolve technical issues in a timely manner.
IT Audit Manager responsible for managing IT governance audits across global teams. Ensuring compliance and providing assurance to optimize risk management practices.
IT Infrastructure Analyst managing strategic and operational tasks for a technology company. Ensuring stability and security of IT environments supporting core operations.
Junior IT Infrastructure Analyst at MedSênior focused on network documentation, security maintenance, and digital communication support. Contributing to a company dedicated to integrating healthcare for seniors.
Permit Technician scheduling inspections and managing permit applications in City of Fort Worth division. Supporting field inspectors and coordinating project documentation.
ERP Support Specialist working on a central ERP solution for organizations in health and social sectors. Supporting customers with the ERP system and improving service processes.
IT Audit Manager at Snowflake ensuring SOX compliance and conducting various internal audits. Collaborating on cloud auditing, internal controls, and compliance frameworks with a focus on security.