Technical Support Specialist - Tier II

Tenom Technologies Inc; Toronto; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Comprehensive health and benefits

Hybrid work environment

Job summary

Tenom Technologies Inc is seeking a Technical Support Specialist in the Greater Toronto Area. You will handle escalations, resolve complex networking issues, and provide advance technical support alongside the senior escalations team.

This role focuses on ticket management, training contributions, and documentation initiatives to enhance service quality across Tenom clients in the GTA. A strong emphasis on customer service and continuous improvement is required.

Qualifications

• 3+ years in a Tier II or equivalent technical support role, preferably in IT services.
• Strong networking, endpoint and server hardware knowledge.
• Experience with IT service management best practices and ticketing systems.
• Excellent written and verbal English communication; able to translate technical data for users.

Responsibilities

• Escalation handling: act as escalation point for complex incidents, coordinate with teams and vendors.
• Document root causes and post-incident reports to prevent recurrence.
• Participation in on-call rotation to support customer service excellence.
• Ticket management: prioritize, track, and resolve hardware, software, and network issues.
• Provide Tier 2 support to team members for swift client resolutions.
• Deliver professional, empathetic support with clear communication to all users.

Skills

Tier II support

Networking

Endpoint & server hardware

IT service management

Ticketing systems

English communication

Job description

Tenom Technologies ( www.tenom.ca ) is a national IT managed services provider delivering cost-efficient, high-quality technology solutions to clients across Canada. We're in an exciting growth phase — scaling our operations, maturing our processes, and expanding our reach, all while staying focused on the long-term value we bring to our clients.

Our success is built on strong, trusted client relationships, deep technical expertise, and a genuine commitment to first-class client care. As we grow, we're looking for people who share that same commitment and want to help shape what comes next.

Why This Role Exists

The Technical Support Specialist plays a crucial role in handling escalations, addressing complex networking issues and providing advance technical support. This role requires someone with intermediate-level expertise to work alongside our senior escalations team, which will enhance your skillset and advance your career in IT support. This role will primarily focus on resolving IT issues using ticket management processes while also contributing to training and documentation initiatives. This role drives value by delivering exceptional customer service, promoting knowledge sharing, and maintaining a commitment to continuous improvement across all Tenom clients within the Greater Toronto Area.

Who We Need - Key Responsibilities

Escalation Handling and Incident Resolution

• Act as escalation point for complex incidents, coordinating with teams and vendors for swift resolution both remotely and occasionally on site.
• Document root causes and post-incident reports to prevent recurrence and inform stakeholders.
• Participation in on-call rotation to support customer service excellence.

Ticket Management and IT Issue Resolution

• Manage the support ticket queue — prioritize, track, and resolve hardware, software, and network issues.
• Analyze ticket trends to identify recurring problems and implement proactive solutions.
• Provide Tier 2 support to team members to seek a swift resolution for clients.
• Deliver professional, empathetic support with clear communication to technical and non-technical users.
• Manage expectations with accurate timelines and proactive updates; gather feedback to improve service.

What You Need

• Excellent English communication skills, with the ability to translate technical data into user-friendly language.
• Proven experience (3+ years) in a Tier II or equivalent technical support role, preferably within the IT services industry.
• Strong technical knowledge and experience in networking, endpoint and server hardware, systems administration, or related areas.
• Proficiency in troubleshooting complex IT issues and implementing effective solutions.
• Familiarity with ticketing systems and IT service management best practices.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients and team members.
• Strong problem-solving and analytical abilities, with attention to detail.
• Certifications such as Microsoft MCSA/MCSE, CompTIA Network+, CCNA, AZ-104, AZ900, MD-102 or equivalent are advantageous.
• ITIL certification is desirable.

Core Values Alignment

• We Do What We Say – Follow through and close loops
• We Own the Outcome – No excuses; solve root problems
• We Stay Curious – Continuously improve and learn

What We Offer

• Competitive Base Salary ($55,000 - $65,000)
• Comprehensive health and benefits
• Hybrid work environment (3 days per week in office)