Job Description

Job Description

Job Description

Summary

The Technical Support Specialist in the Cloud Services team will be responsible for timely and effective resolution of client end-user issues as they relate to services provided through our private and/or through public cloud infrastructure. The Technical Support Specialist would also be required to monitor system and service health through various Systems Management tools and act on alerted issues pro-actively. The Technical Support Specialist may have direct client engagement as part of projects and/or technical reviews. 

The potential candidate must be a quick learner with a minimum of 3 years’ experience in a helpdesk, or support position and be immediately familiar and comfortable supporting and utilizing technologies such as Microsoft 365, RMM tooling, Windows Server and other server and cloud-based backup solutions. The candidate must be able to work both independently and in a team environment. You will be required to take after-hours emergency support calls on a rotating schedule. 

Job Duties and Responsibilities

• Direct clients to solutions and alternatives to any issues or concerns they are having with products and services.
• Support clients with tips to ensure routine issues obstacles are avoided.
• Teach clients the advantages and features of more advanced tools and solutions that are available. 
• Resolve end-user IT issues, such as password reset, software questions, configurations and so on. 
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and remote-control platforms.
• Where necessary, support the project management team during service delivery. 
• Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
• Prioritize work orders/help desk tickets according to severity.
• Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets).
• Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
• Compile, maintain, and file all repair records, reports, and other documents as required.
• Always maintain a high degree of professionalism, courteousness, and friendliness.
• Perform other duties as necessary.

Requirements

• Graduate of a two-year diploma program or equivalent relevant experience. 
• MCA/MCE (Microsoft Certified Associate/Microsoft Certified Expert) certification on M365 preferred.
• Minimum of 3 years’ work experience in a Technical Support/Helpdesk role. 
• Ability to diagnose problems, perform repairs on IT assets, and provide support for a wide range of applications.
• Experience with Microsoft 365, Windows Desktop, Windows Server, Virtualization
• Able to quickly analyze issues and determine best course of action using available resources.
• Knowledge of help desk management software tools.
• Reliable and punctual.
• Fluent in English and be able to communicate in user-friendly language.
• Good time management and task prioritization skills
• Strong customer service mindset.
• Team player able to work under pressure.
• Pass a criminal background check.

Compensation

· Negotiable based on experience.

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

Company Description

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

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