Tier One Technical Support

WaterlooIT Inc.; Kitchener; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Professional development

Job summary

WaterlooIT is seeking a friendly IT Support Specialist to deliver frontline service to our clients. You will diagnose hardware, software and network issues, provide remote or on-site assistance, and document resolutions.

The role emphasizes strong communication, teamwork, and a commitment to continuous learning. You will log time on tickets, follow checklists, and contribute to process improvements as part of a collaborative MSP environment.

Qualifications

• For candidates with customer service experience and basic IT knowledge.
• Must be able to diagnose hardware, software and basic network issues.
• Familiarity with Microsoft environments and remote support is a plus.

Responsibilities

• Answer incoming phone calls promptly and professionally.
• Work on assigned tickets with timely resolution and escalation when needed.
• Must be able to go onsite to clients.
• Log at least 7 hours of productive time daily on ticketing activities.
• Review and update every assigned ticket daily.
• Follow established checklists to ensure quality standards.
• Seek opportunities for self-improvement and skill development.
• Share knowledge and support colleagues.
• Embrace feedback and improve processes and workflows.

Skills

Customer service orientation

Excellent communication

Time management

Attention to detail

Self-motivated

Team player

Tools

Remote support tools

Ticketing systems

Windows OS

Office 365

Job description

WaterlooIT is a dynamic and client-focused Managed Service Provider committed to delivering exceptional IT support to our valued clients. We prioritize customer service and continuous improvement, ensuring that our team members grow alongside the business while consistently exceeding client expectations.

Position Summary

Key Responsibilities

Customer Service First: Prioritize customer service, ensuring all interactions are friendly, respectful, and solution-oriented.

Critical Thinking: Apply analytical and problem-solving skills to diagnose, resolve, or escape technical issues efficiently.

Ticket Management

• Answer incoming phone calls promptly and professionally.
• Work on assigned tickets, ensuring timely resolution and escalation when appropriate.
• Ability to go onsite to clients.
• Log at least 7 hours of productive time daily on ticketing activities.
• Review and update every assigned ticket daily.
• Follow established checklists to ensure adherence to company procedures and quality standards.
• Actively seek opportunities for self-improvement and skill development.
• Contribute to the teams’ success by sharing knowledge and supporting colleagues.
• Embrace feedback and demonstrate a willingness to enhance processes and workflows.

Qualifications

Technical Skills

• At least 2 years of experience in troubleshooting hardware, software, and basic network issues.
• Ability to perform basic hardware upgrades.
• Familiarity with remote support tools and ticketing systems.
• Understanding of Microsoft environments (Windows OS, Office 365, related applications).
• Ability to gain familiarity and adapt to a variety of client-specific software quickly.
• Bonus: Experience in an MSP environment.

Soft Skills

• Excellent communication skills, with a strong customer service orientation.
• Comfortable communicating with both technical and non-technical users in clear, plain language.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Attention to detail and the ability to follow detailed checklists.
• Self-motivated and able to work independently as well as in a team environment.
• Eagerness to learn and grow your technical knowledge.

Why Join WaterlooIT?

• Supportive and growth-oriented work environment.
• Opportunities for professional development and training.
• Competitive salary and benefits package.

Please Note: This advertisement provides a general overview and is not a comprehensive job description. The specific responsibilities will be customized based on the skills and strengths of the successful candidate. The payscale for this position increases with applicable experience and certifications.