Technical Support Specialist

Technology Narrative Group - Your Trusted Technology Partner

Canada

Hybrid

CAD 70,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Exposure to cutting-edge technologies

Collaborative work environment

Opportunity for career growth

Job summary

A leading IT advisory firm in Canada seeks a Technical Support Specialist to diagnose IT issues and deliver exceptional client service. This mid-senior level role requires cloud experience and troubleshooting skills across various operating systems. Join a collaborative and innovative team focused on empowering businesses with advanced technology. This position offers contract employment with opportunities for professional growth and exposure to cutting-edge technologies.

Qualifications

3–5 years of IT support experience (Tier 2+).
2–3 years of hands-on cloud experience (AWS & Microsoft Azure).
Valid driver’s license and ability to travel to client sites.

Responsibilities

Diagnose and resolve escalated IT issues.
Deliver professional, solution-focused service to clients.
Manage and prioritize multiple tickets while meeting SLAs.

Skills

Technical Support

IT Support Specialist

Cloud Support (AWS, Azure)

Troubleshooting (Windows, macOS, Linux)

Networking & Infrastructure

Incident Management

Customer Service & Communication

IT Certifications (CompTIA, Microsoft, Fortinet)

Onsite IT Support

Education

Bachelor’s degree in Computer Science or related field

Job description

Overview

Do you thrive on solving complex technical problems and helping businesses run smarter? At The Narrative Group, we’re looking for a Technical Support Specialist who’s passionate about technology, client success, and driving real outcomes.

We don’t just fix IT issues—we transform how companies work. If you’re ready to grow your skills with cutting-edge cloud and AI technologies while being part of a collaborative, high-performance team, this role is for you.

What You’ll Do

Advanced Troubleshooting – Diagnose and resolve escalated IT issues (hardware, software, network, system).
Technical Expertise – Stay current on IT technologies, cloud services, and security trends.
Customer Support – Deliver professional, solution-focused service to clients.
Remote & Onsite Support – Resolve issues via phone/email/remote tools; travel to client sites when required.
Documentation – Maintain detailed logs of resolutions, configurations, and client interactions.
Collaboration – Partner with internal IT teams and stakeholders for seamless handoffs.
Incident Management – Manage and prioritize multiple tickets while meeting SLAs.
Training – Support Tier 1 teams and end users with guidance and preventive practices.
Process Improvement – Suggest workflow, tool, and efficiency improvements.
Innovation – Identify opportunities to leverage AI and automation in daily operations.

What You’ll Bring

Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience).
3–5 years of IT support experience (Tier 2+).
2–3 years of hands-on cloud experience (AWS & Microsoft Azure).
Strong troubleshooting skills across Windows, macOS, and Linux.
Solid knowledge of networking protocols, hardware, and software.
Familiarity with ticketing systems and remote support tools.
Excellent communication and interpersonal skills.
Adaptability in a fast-paced, evolving environment.
IT certifications (CompTIA, Microsoft, Fortinet) are a plus.

Additional Requirements