Senior Support Specialist

MSP Corp; Ottawa; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Benefits package

Dynamic work environment

Wellness day

Growth and training opportunities

Job summary

MSP Corp is seeking a Senior Support Specialist to deliver expert technical assistance, resolving routine and complex issues while coordinating client requests. The role drives customer satisfaction through effective issue resolution and service coordination.

You will participate in daily huddles, coordinate onsite service delivery, identify recurring trends, and mentor junior staff. The position offers a hybrid or remote work mode with on-call responsibilities and opportunities for growth,

Qualifications

• College diploma or university degree in an IT related field (equivalent experience considered).
• Microsoft, VMWare and CompTIA certifications an asset.
• Strong knowledge of Windows and PC operating systems.
• Strong knowledge of network hardware, protocols and standards (Windows OS, Networking, Server Platforms, Office 365, HP, SonicWALL, Fortinet devices).
• Hands-on hardware troubleshooting experience.
• Knowledge of data privacy practices and laws.
• Strong written and oral communication skills.
• Ability to prioritize tasks in a high-pressure environment.
• Strong interpersonal skills.
• Ability to research networking issues and present ideas clearly.
• Analytical and problem-solving abilities.
• Exceptional customer service orientation.
• Experience in a team-oriented, collaborative environment.

Responsibilities

• Recommend CRM/PSA software process improvements.
• Contribute to maintenance of Knowledge Base information.
• Set priorities and coordinate team efforts.
• Upgrade skills with training and certification.
• Assist other Specialists to isolate and resolve issues.
• Ensure resolutions meet service level agreements.
• Validate fixes for issues reported by customers.
• Report to Service Delivery Supervisor and perform related tasks.
• Conduct introductory calls to new customers.
• Install, configure, maintain, and troubleshoot end-user workstation hardware and software.
• Research networking products and standards to support procurement and development.
• Troubleshoot workstations, including email, printing, and line-of-business apps.
• Troubleshoot security solutions (firewall, antivirus, IDS).
• Troubleshoot network hardware (routers, switches, hubs, UPSs).
• Assist in IT equipment deployment and software upgrades.
• Maintain network asset management and documentation.

Skills

Customer service

Communication

Problem solving

Team player

Time management

On-call readiness

Education

College diploma or university degree in an IT related field

Tools

CRM/PSA software

Knowledge Base

Office 365

Job description

Ready to take your career to the next level? Invest in yourself!MSP Corp is a dynamic and evolving organization. Our team is energetic and multidisciplinary, performing at the highest levels. We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level. We drive technology and performance by providing powerful toolsets, business support and professional services. Our team provides complete, turn-key solutions with one goal in mind — to ensure that we can deliver 100% any day, any time.

As we continue to grow, we are looking for aSeniorSupport Specialistto join our MSP Corp team.

About the Role

The Senior Support Specialistresponsible for delivering expert assistance on technical inquiries, resolving both routine and complex issues and directing client requests to the appropriate channels. This role plays a key part in driving high levels of customer satisfaction through effective issue resolution and service coordination. As an integral member of the support team, the Specialist actively participates in daily huddles, coordinates onsite service delivery, identifies recurring trends, and provides mentorship to junior staff

• Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m. (40 hours/week)
• Work Mode: Hybrid or Remote
• On-Call: Availability required

What You Will Do

• Recommend CRM/PSA software process improvements
• Contribute to the maintenance of current Knowledge Base information
• Establish priorities and help coordinate team efforts
• Upgrade skills with training and certification
• Provide assistance to other Support Specialists to isolate and resolve issues as needed.
• Ensure resolutions are dealt with in accordance with service level agreements.
• Validate fixes for issues that have been reported by customers.
• Report to Service Delivery Supervisor and perform any other related tasks as required
• Introductory calls to new customers
• Implement installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts
• Troubleshoot workstations, including e-mail, print, line of business applications, with limited server roles and identity management and their associated operating systems and software.
• Troubleshoot security solutions, including firewall, anti-virus, and intrusion detection systems.
• Troubleshoot all network hardware and equipment, including routers, switches, hubs, and UPSs.
• Assist in the deployment of IT equipment, hardware and software upgrades as needed.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.

What We Are Looking For

• College diploma or university degree in an IT related field (equivalent experience is taken into consideration).
• Microsoft, VMWare and CompTIA certifications an asset.
• Strong technical knowledge of network and PC operating systems, including Windows.
• Strong technical knowledge of current network hardware, protocols, and standards, including Windows OS, Networking, Server Platforms, Office 365, HP, SonicWALL, Fortinet switch and routers
• Hands-on hardware troubleshooting experience.
• Knowledge of applicable data privacy practices and laws.
• Strong written and oral communication skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal skills
• Ability to conduct research into networking issues and products as required
• Ability to present ideas in a user-friendly language
• Proven analytical and problem-solving abilities.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Why Work at MSP Corp

• Benefits package.
• Dynamic work environment.
• Wellness day.
• Opportunities for growth and training.

Diversity, Equity, and Inclusion

At MSP Corp, we believe that diversity, equity, and inclusion are essential for fostering a healthy and innovative work environment. We are committed to creating a workplace where everyone, regardless of age, gender, ethnicity, sexual orientation, ability, or any other characteristic, feels valued and respected. We encourage applications from individuals of divers backgrounds and perspectives and ensure a fair and inclusive recruitment process.

Thank you for your interest in this opportunity. We will only contact candidates whose profile closely matches the job requirements.