Technical Support Specialist

Idealogical Systems Inc.; Markham; On-site; CAD 50,000 - 90,000; Full time

Job summary

Join a vibrant team at an innovative company where your creativity and energy will shine! As a Technical Support Specialist, you will play a crucial role in ensuring client satisfaction through exceptional technical support and service delivery. Embrace a culture that values fun, empathy, and collaboration, while working with industry experts who are committed to your growth and development. With a focus on making every interaction positive, you will help clients feel heard and supported. This is a fantastic opportunity to grow your career in a meaningful way while being part of a team that truly cares about each other and their clients.

Benefits

3-week vacation

6 personal days

Comprehensive health and dental benefits

In-house Chiropractor services

In-house Massage facility

Paid training and education days

Performance-based bonus plan

State-of-the-art office space

Qualifications

• 3+ years of technical support experience with a focus on client satisfaction.
• Must possess relevant certifications and a valid driver's license.

Responsibilities

• Provide intermediate technical support and escalate issues as needed.
• Monitor alerts and liaise with vendors for installations and support.

Skills

Technical Support

Empathy

Communication Skills

Critical Thinking

Attention to Detail

Team Collaboration

Time Management

Education

College diploma or University degree

Tools

ConnectWise Automate & Manage

VMware

Microsoft Certification

Fortinet Firewalls

Job description

WHEN WAS THE LAST TIME YOU ENDED YOUR WORKDAY WITH A SMILE?

You spend 80% of your life at work, and you should be doing what you love with people you like doing it with, all while making a difference in your community.

How do we ensure that smile?

• We are fun people.
• We are people who take pride in being themselves and are confident in the help we bring to those around us.
• We get genuine joy from making others around us feel heard, helped, and happy.

If you know what we are talking about, then you are in the right place in your job search journey.

It's a great time to join our team and grow with us.

Idealogical has been in business since 1995. We have continuously worked towards giving our employees and clients access to all the tools and benefits of working with a larger firm while maintaining the empathy and nimbleness of a small business. We take pride in what we do, have a few laughs, stay relatively casual, and deliver best-in-class service.

We are looking for a kickass Technical Support Specialist to join our team. Our company culture is everything to us, so please look at our core values and see if they speak to you before applying for this position.

Your code word for success is smile.

Who are we looking for?

We are looking for someone to join our Technical Service team who can have fun while working independently within a team in a fast-paced, ever-so-challenging work environment. YOUR creativity, energy, and attention-to-detail attitude is what we need to augment our growing team of A-list talent.

WHAT WILL YOU BE DOING

In this role, you will be working under the direct supervision of the Technical Leadership in the service delivery team and will be responsible for the following:

• Provide our clients with intermediate technical support and escalate as required while following Service Level Agreement (SLA) guidelines.
• Follow a ticket journey from beginning to end using our PSA tool.
• Make our clients feel heard, helped, and happy at every interaction.
• Watch the consoles for new alerts and take action when required.
• Liaise with vendors to oversee installation, resolve adaptation issues, and support new technologies.
• Account for resources invested in the client and Idealogical related tasks.
• On-call duties as defined in the Idealogical after-hours policy.

WHAT YOU BRING TO THE TABLE

Must-Have Skills & Qualifications

• College diploma or University degree and 3 years of equivalent work experience.
• Microsoft Certified Professional MS-100, MS-101 or MD-100 or MD-101.
• Expert knowledge of computer hardware, including IBM, Lenovo, and Fortinet Firewalls.
• Application support experience with ConnectWise Automate & Manage.
• VMware Certification.
• CompTIA Security+.
• Valid Driver's license and reliable method of transportation.
• Legally able to work in Canada.

Preferred Skills & Qualifications

• Experience with Apple, Backup and BDR solutions, and Web-Based Email Security platforms.
• Experience with desktop and server operating systems, including all Microsoft solutions on-premise and cloud-based.
• A desire to mentor, guide and motivate other technical staff to help them succeed.

Key To Succeed in This Role

• Strong understanding of the organization's goals and objectives.
• Empathy, compassion, sense of humour.
• Exceptional written and oral communication skills.
• Outstanding interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Ability to take on challenges that require critical thinking and decision-making skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Stay up-to-date with educational goals to further professional development.
• Don’t take yourself too seriously.

WHAT CAN YOU EXPECT OF US

By joining Idealogical, you will work with some of the industry's brightest and most experienced people in an environment where you are challenged to be the best in everything you do. Idealogical is where you can grow and develop your career in a meaningful way.

We have folks that have been with us for 5 years, 10 years, 15 years and 28 years. Our team members rarely leave us.

Our team is everything to us and we take care of our people like we expect you to care for our clients. We foster sustainable growth, good health, and overall well-being and strive hard to make you feel heard, helped, and happy.

How we make you feel heard?

• Anonymous feedback system led by the president to make continuous changes and improvements to solidify our already strong company culture.
• Recognition for being a team player reflected in weekly monetary wins in the form of peer praises.
• Recognition for being an exceptional employee with opportunities to win 6 different awards at our annual holiday get together.

How we make you feel helped?

• 6 paid training and education days per year to help you fill your knowledge gap.
• We invest heavily in helping our people acquire skills dictated by the IT industry and pay for your professional certifications.
• Distinct regular events infused with competitive team games, good food and great conversations.
• In-house Chiropractor services provided by our trusted health practitioner, who uses cutting-edge tools and techniques to maximize your health.
• In-house Massage facility where you can take a break during the day and relax.
• An organization-wide group of people who looks out for you and goes above and beyond to help each other succeed.

How we make you feel happy?

• Competitive base salary.
• Competitive performance-based bonus plan.
• 3-week vacation to start.
• 6 personal days for those uninvited sicknesses, personal commitments, or just 'I don't feel like working today' days.
• Comprehensive health and dental benefits.
• State-of-the-art office space carefully designed to help you transition from the fatigue caused by work-from-home settings.

If you have made it this far on the page, it tells us you are interested in working with us, and we would love to hear from you!