Support Specialist

Terra Dygital; Vancouver; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits package

Cellphone allowance

Great environment & culture

Job summary

An innovative IT services provider in Metro Vancouver is seeking a Support Specialist to provide outstanding customer service and technical support to clients. This role involves troubleshooting technical issues, onboarding new clients, and supporting Microsoft and Cloud technologies. The ideal candidate has strong communication skills, IT certifications, and experience in a managed services environment, with a compensation range of $55,000 to $75,000 based on skills and experience.

Qualifications

• Must possess industry IT certifications related to Microsoft O365/Azure.
• Experience in providing technical support within an MSP environment is preferred.

Responsibilities

• Troubleshoot and resolve client technical issues.
• Support backup, disaster recovery, and business continuity solutions.
• Provide support for Microsoft and Cloud-related technologies.
• Communicate effectively with clients regarding incident progress.

Skills

Technical troubleshooting

Excellent communication skills

Ability to multi-task

Strong understanding of operating systems

Mac proficiency preferred

Education

Microsoft O365/Azure certification

2+ years’ experience in an MSP

Job description

About Terra Dygital

Terra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider. Join our dynamic and rapidly growing team, where you will collaborate with top-notch professionals, work with the latest technologies, and play a crucial role in our clients’ success, all while enjoying significant opportunities for personal and professional growth.

About this Role

As a Support Specialist, your expertise in problem-solving is matched by your dedication to providing outstanding customer service to clients and fellow technicians. You are recognized for your exceptional customer support, proficient multitasking abilities, and your composed proficiency in managing urgent scenarios. Under the guidance of the Team Leads, Technical Escalations Manager, and Director, Managed Services, the Support Specialist is responsible for troubleshooting and resolving client issues. Your role demands excellent communication skills and a commitment to delivering superior client service.

Key Responsibilities

• Support clients with technical issues involving Microsoft’s core business applications and operating systems
• Support backup, disaster recovery, and business continuity solutions
• Assist new clients with onboarding and training
• Review project metrics to ensure service standards are met (ticket closures, utilization, response time, resolution time, CSAT, etc.)
• Provide support services for Microsoft and Cloud related technologies
• Provide technical services and support for client networks
• Provide remote access solution implementation and support
• Maintain project and client documentation
• Communicate with clients as required including keeping them informed of incident progress, notifying them of impending changes, or agreed outages
• Participate in regular team and client meetings
• Maintain a deep knowledge of technology products and services applicable to our clients and the industry in which they operate
• Provide support and guidance to more junior team members

Skills and Knowledge

• Strong understanding of operating systems, business applications, printing systems, and network systems
• Excellent interpersonal and communication skills
• Ability to diagnose and troubleshoot technical issues
• Mac proficiency preferred
• Ability to multi-task and adapt to changes quickly
• Ability to lead, motivate, and encourage team members
• Service awareness of the client's key IT services for which support is being provided
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Willingness to participate in an on-call rotation, providing timely support outside regular hours when required

Education and Experience

• Industry IT Certifications: Microsoft O365/Azure Role-based certification (or legacy equivalents)
• 2+ years’ experience working for an MSP or related company, an asset
• Experience working for an MSP or related company preferred

Compensation and Additional Perks

• Competitive Compensation based on Skill set and experience can range between $55,000 - $75,000
• Comprehensive benefits package and time off policies
• Short Term Incentive Plans
• Company laptop
• Cellphone allowanceCommuting/Fitness Allowance
• Great environment & culture!