It Support Specialist (11:00Am - 8:00Pm Et)

Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting.
We have team members in the US, UK, Canada, and India. Our remote work policy allows us to accommodate our employees' need for flexibility. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.
WE OFFER:

• A multicultural and diverse team
• An inclusive parental leave policy
• Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage
• Agio swag
• 10 paid holidays
• Uncapped vacation time off
• 32 hours of paid volunteer time off
• Social events
• A supportive work environment
• RRSP matching
• Training and growth opportunities
• 10 paid sick days
• Competitive salary
• And more!

RELEVANCE AND IMPACT
The IT Support Specialist is the first line of contact with our clients. Your ability to communicate clearly and to stay cool under pressure is essential while either assisting our clients directly or escalating to the correct team. Attention to detail, technical aptitude, and the ability to roll with changes will help you be successful in the different environments you will need to be comfortable moving around in.
Hours of work: 11am - 8pm EST
Work arrangement: Hybrid (3-4 days onsite, 1-2 days remote)
Location: 5200 Yonge Street, North York, ON M2N 5P6 (TTC access and free parking)
Responsibilities

• Communicate clearly and professionally with clients regarding their cases
• Deliver a stellar remote end-user and systems support experience
• Projects, as assigned
• Assume ownership of cases and see them through to client-confirmed resolutions
• Assist with recognizing when automation of repetitive tasks would be beneficial and suggest efficiencies
• Quick resolution of cases and/or involvement of the proper teams
• Queue and case management in ServiceNow
• Answer incoming phone calls for client issues and assist in routing to appropriate team or team member
• Document support-related solutions and client environments

Requirements

• Strong written and verbal communication skills
• Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
• 2 years minimum experience providing end-user support
• Microsoft Azure
• Strong Understanding of Microsoft Office application support
• Confident and friendly phone presence
• Strong troubleshooting and problem-solving skills
• Strong understanding of desktop and laptop hardware
• Previous ServiceNow Experience
• Ability to provide off-hours on-call support, ability to work flexible schedules
• Hands on experience with products such as:
• Strong understanding of Windows 10
• Passion for delivering an outstanding client experience
• Previous Apple/Mac Experience
• Microsoft Intune
• Active Directory account management
• Confidence to "Speak Up" and share knowledge, areas of improvement, etc.
• Collaborative, team-player, stays "Cool Under Pressure"
• Some hands-on server administration experience, including but not limited to:

Agio is a blend of who we are and what we aspire to be. As an equal opportunity employer, we embrace diversity and are committed to creating an inclusive culture that allows each of us to do our best work and be our best selves.
We welcome all interested individuals to apply and encourage applications from people with disabilities, diverse ethnic and cultural origins, veteran status, and people from all races, religions, gender identities, sexual orientations, and expressions. We encourage you to apply if you see a fit between you and the opportunity.