Technical Support Specialist

POSITION SUMMARY

This role is a technical support position within the Managed Services group. This person is a first level support provider, responsible for supporting end-users in customer organizations regarding networking, unified communications, security appliances, and desktop/server incidents.

You will be responsible for interacting with users at all levels within customer organizations and triage of after-hours incidents. Also, in some cases, you be responsible for liaising with technology vendors as part of the issue resolution process. Tasks may include updating inventory and the internal knowledgebase as well as internal and external documentation. The candidate will work directly with and take guidance from and report directly to the manager of Managed Services.

MAJOR ELEMENTS OF THE ROLE:

PRIMARY RESPONSIBILITIES

• Support corporate networks remotely while interacting with “non-technical” staff
• Monitor and resolve customer incidents or escalate to appropriate staff as needed
• First responder for all incoming user requests (email, phone, helpdesk portal) from Global users
• Work directly with customers and communicate in business terms according to Synnapex guidelines
• Provide accurate and timely resolutions to customer inquiries by email, phone, or remote sessions
• Efficiently triage and prioritize technical support requests based on the issue presented.
• Follow up and track open support tickets to ensure timely resolution (create, manage, and update tickets with accurate information)
• After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
• Patch Management monitor, recommendation, and mitigation
• Updating inventory and maintaining inventory database of customer environments
• Preparing and revising documentation such as “how-to” guides and internal knowledgebase
• Co-ordination with hardware vendors when required
• Understand and work within SLA/SLO agreements
•  Create Problem records for issues that require further follow-up / permanent fixes

SECONDARY RESPONSIBILITIES

• Assist with research if required to coach and mentor the members of the support team
• Review, develop and recommend changes regarding support procedures
• Assist team members with projects as required
• Assist with audit support
• Assist with bug tracking and vulnerability management
• Support role in disaster recovery scenarios
• Assist in the creation of Self-Help content such as quick start guides, learning paths, and On-Demand Training materials

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

• Post-Secondary education in a related field
• 3-5 years practical business experience
• Pursuit of one of the following certifications is an asset: Microsoft (MCSE or equivalent, CCNA, CCNP, CCIE, Fortinet, Security+, A+, Network +, Unified Collaboration or Security focused)

Technical skills

• MS Office applications (Excel, Access, Outlook and Word)
• An understanding of switching, routing, security appliances and wireless and their purpose in a corporate network
• Past professional experience in maintaining and supporting corporate networks
• Ability to concisely document an issue and its solution
• Able to adapt between competing solutions between multiple vendors
• Professional experience operating and provisioning RMM tools

Soft Skills

• Able to work with minimal supervision, as well as within a team environment
• Comfortable with dealing with customer support
• Strong desire to learn, ability to work in a fast-paced environment
• Excellent written and oral communications skills
• Proven organizational and detailed capabilities in a cross departmental support role
• Ability to concisely document an issue and its solution
• Canadian French an asset
• Ethics – treat people with respect; keep commitments; Inspire the trust of others: work with integrity and ethically uphold organizational values.
• Organization Support – Follow policies and procedures and complete tasks on time. Support organization’s goals and values.
• Professionalism – approach others in a tactful manner. Treat others with respect regardless of their status or position.

**Please note that our successful candidate is required to complete a background check**