Technical Support Specialist

Stargate Connections Inc.; Burnaby; On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology services provider in Burnaby is seeking a Technical Support Specialist to resolve client issues in cloud services. The role encompasses client interaction, problem resolution, and system monitoring, requiring strong analytical skills and a background in technical support. Candidates with Microsoft certifications and experience in IT environments are encouraged to apply.

Qualifications

• Minimum of 3 years’ work experience in a Technical Support/Helpdesk role.
• Microsoft Certified Associate/Expert certification on Microsoft 365 preferred.
• Ability to diagnose problems and support a wide range of applications.

Responsibilities

• Direct clients to solutions for product issues.
• Educate clients on advanced tools and solutions.
• Resolve end-user IT issues via phone, email, and remote platforms.

Skills

Analytical skills

Problem-solving skills

Customer service mindset

Time management

Technical support experience

Education

Two-year diploma program or equivalent experience

Tools

Microsoft 365

Help desk management software

Windows Server

Virtualization tools

Job description

Summary

The Technical Support Specialist in the Cloud Services team is responsible for timely and effective resolution of client end-user issues related to services provided through private and/or public cloud infrastructure. The role includes monitoring system and service health using various Systems Management tools and acting on alerts proactively. Some engagements may involve direct client interaction as part of projects and technical reviews.

Responsibilities

• Direct clients to solutions and alternatives for issues related to products and services.
• Assist clients with tips to prevent routine issues and obstacles.
• Educate clients on the advantages and features of advanced tools and solutions.
• Resolve end-user IT issues (e.g., password resets, software questions, configurations).
• Provide one-on-one end-user support and problem resolution via telephone, email, and remote control platforms.
• Support the project management team during service delivery when necessary.
• Accurately log work orders and resolutions in the help desk software and maintain processes.
• Prioritize work orders according to severity.
• Attend and/or conduct training sessions for end users; create training materials such as FAQ sheets.
• Use help desk data to identify trends and perform proactive maintenance or repairs.
• Compile and file repair records, reports, and other required documents.
• Maintain professionalism, courtesy, and client-focused service at all times.
• Perform other duties as necessary.

Qualifications

• Graduate of a two-year diploma program or equivalent relevant experience.
• Microsoft Certified Associate/Expert (MCA/MCE) certification on Microsoft 365 preferred.
• Minimum of 3 years’ work experience in a Technical Support/Helpdesk role.
• Ability to diagnose problems, repair IT assets, and support a wide range of applications.
• Experience with Microsoft 365, Windows Desktop, Windows Server, and virtualization.
• Strong analytical and problem-solving skills to determine best course of action.
• Knowledge of help desk management software tools.
• Reliable, punctual, and able to communicate in user-friendly language in English.
• Good time management and task prioritization skills; strong customer service mindset.
• Team player able to work under pressure.
• Ability to pass a criminal background check.

Compensation

• Negotiable based on experience.

Company Description

Stargate Connections Inc. is a Burnaby, BC-based provider specializing in Cloud Computing, IT Hosting Services, Support and Systems Management along with Managed Network and Internet Services.