Hybrid Tier 2 IT Escalations Specialist

Tenom Technologies Inc; Toronto; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Comprehensive health and benefits

Hybrid work environment

Job summary

Tenom Technologies Inc is seeking a Technical Support Specialist in the Greater Toronto Area. You will handle escalations, resolve complex networking issues, and provide advance technical support alongside the senior escalations team.

This role focuses on ticket management, training contributions, and documentation initiatives to enhance service quality across Tenom clients in the GTA. A strong emphasis on customer service and continuous improvement is required.

Qualifications

• 3+ years in a Tier II or equivalent technical support role, preferably in IT services.
• Strong networking, endpoint and server hardware knowledge.
• Experience with IT service management best practices and ticketing systems.
• Excellent written and verbal English communication; able to translate technical data for users.

Responsibilities

• Escalation handling: act as escalation point for complex incidents, coordinate with teams and vendors.
• Document root causes and post-incident reports to prevent recurrence.
• Participation in on-call rotation to support customer service excellence.
• Ticket management: prioritize, track, and resolve hardware, software, and network issues.
• Provide Tier 2 support to team members for swift client resolutions.
• Deliver professional, empathetic support with clear communication to all users.

Skills

Tier II support

Networking

Endpoint & server hardware

IT service management

Ticketing systems

English communication

Job description

Tenom Technologies Inc is seeking a Technical Support Specialist in the Greater Toronto Area. You will handle escalations, resolve complex networking issues, and provide advance technical support alongside the senior escalations team.

This role focuses on ticket management, training contributions, and documentation initiatives to enhance service quality across Tenom clients in the GTA. A strong emphasis on customer service and continuous improvement is required.