IT Technical Support Specialist

TekWissen ®; Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Technical Support Specialist to provide exceptional end-user support. In this role, you will troubleshoot and resolve hardware and software issues while ensuring timely ticket resolution. The ideal candidate will possess strong communication skills and Tier 2 diagnostic experience. This is a fantastic opportunity to join a global workforce management provider and contribute to a diverse team dedicated to delivering innovative solutions. If you are passionate about technology and helping others, this role is perfect for you.

Qualifications

• Experience in providing end-user support for software and hardware.
• Ability to troubleshoot and resolve technical problems effectively.

Responsibilities

• Serve as the single point of contact for user requests and incidents.
• Troubleshoot and resolve incidents at Tier I, II, and III levels.
• Maintain ownership of tickets and ensure timely resolution.

Skills

End-user support

Tier 2 diagnostic experience

Excellent communication skills

Job description

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This range is provided by TekWissen. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$24.00/hr - CA$24.00/hr

Direct message the job poster from TekWissen

Position: IT Technical Support Specialist

Location: Scarborough, ON

Duration: 12 Months

Job Type: Contract

Work Type: Onsite

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan, offering strategic talent solutions worldwide. Our client is a global provider of managed services, infrastructure solutions, consulting, and products. They deliver end-to-end managed services, technology, and consulting to enable the digital workplace for enterprise, midsize, and small businesses. Since 1987, they have provided Managed Workplace Services including IT solutions, hardware and software resale, integration, and support services, with partnerships with HP, IBM, Cisco, Dell, Apple, Jamf Pro, AirWatch, and Microsoft.

Job Description:

• The Desktop Technician provides end-user support for software, hardware, and network issues.
• Requires Tier 2 diagnostic experience and judgment, following established workflows.
• Provides instructions to identify, research, and resolve technical problems.
• Tracks and monitors incidents and work orders for timely resolution.
• Excellent communication skills, both written and verbal, are essential.

Responsibilities:

• Serve as the single point of contact for user requests and incidents at Tier I and II.
• Lead initiatives assigned by management.
• Troubleshoot and resolve incidents at Tier I, II, and III levels.
• Maintain ownership of tickets and ensure first call resolution or triage.
• Create and update tickets accurately and promptly, including impact analysis for outages.
• Verify user contact and asset information, categorize tickets, and document events thoroughly.
• Use knowledge bases and support documentation to diagnose and resolve issues.
• Escalate tickets when necessary, ensuring proper support escalation procedures.

TekWissen Group is an equal opportunity employer committed to workforce diversity.