It Support Specialist Jobs

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
• 32 hours of paid volunteer time off
• Social events
• Uncapped vacation time off
• Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage
• Training and growth opportunities
• Agio swag
• A supportive work environment
• 10 paid holidays
• Competitive salary
• 10 paid sick days
• RRSP matching
• 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.
Work arrangement: 100% Onsite; Monday-Friday 8:00am-5:00pm ET
Onsite location: 5200 Yonge St., Toronto, ON M2N 5P6
Responsibilities

• 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
• Projects, as assigned
• Queue and case management in ServiceNow
• Deliver a stellar remote end-user and systems support experience
• Answer incoming phone calls for client issues and assist in routing to appropriate team or team member
• Communicate clearly and professionally with clients regarding their cases
• Quick resolution of cases and/or involvement of the proper teams
• Document support-related solutions and client environments

Requirements

• Ticketing systems, preferably ServiceNow
• Ability to provide off-hours on-call support
• O365 administration and troubleshooting
• Strong written and verbal communication skills
• Passion for delivering an outstanding client experience
• Windows 10 & 11 support
• 2 years minimum experience providing end-user support
• MS Intune
• Collaborative, team-player, stays "Cool Under Pressure"
• SharePoint
• Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
• Server administration experience, including but not limited to Active Directory account management
• Confident and friendly phone presence
• Confidence to "Speak Up" and share knowledge, areas of improvement, etc.
• MS Office application support
• VPN configuration and troubleshooting
• OneDrive
• Strong troubleshooting and problem-solving skills
• MS Azure
• Hands-on experience with:
• MacOS support

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.