Technical Support Specialist Jobs

Technical Support Specialist

The HelpDesk Technician (Tier 2) role is critical to the team's success. You will provide a valuable interaction in delivering modern IT solutions to our clients, while growing the relationship with the client. The rolefoundation is technical innature,but the focus is on customer experience, best practice and common sense. Management is feedback friendly and your active participation inprocess, policy and procedures is anticipated.

We're seeking an experienced and dedicated professional to lead our mobile device management (MDM) service offering for a variety of clients. As a key member of our growing team, you will take ownership of the MDM service delivery, leading the HelpDesk, Tier 1, and Tier 2 support teams who will work collaboratively to ensure the successful delivery of our MDM services.

In this role, you will be responsible for overseeing the overall quality and effectiveness of our MDM services, ensuring that our clients receive the highest level of service and support. You will work closely with our clients to understand their needs and provide tailored solutions that meet their specific requirements.

To be successful in this role, you must be a self-starter with a proven track record of success in managing and delivering MDM services. You should be an excellent communicator with strong leadership skills, capable of managing a team of technical professionals and ensuring that they deliver high-quality service to our clients.

Reporting To

1. Service Deliver Manager > Operations Manager

Key Experience

1. Experience with MDM solutions: The candidate should have a strong understanding of mobile device management and experience with different MDM solutions such as AirWatch, MobileIron, Intune, or any other similar MDM platform.
2. Knowledge of different mobile operating systems: The candidate should have a deep understanding of the various mobile operating systems such as iOS, Android, and Windows Mobile. They should be able to troubleshoot issues related to device configurations, connectivity, and application deployments.
3. Experience with Mobile Application Management (MAM): The candidate should have experience with MAM solutions that enable the secure deployment of mobile applications to devices. They should be able to manage the application lifecycle from deployment to retirement.
4. Familiarity with cloud technologies: The candidate should have experience with cloud technologies such as AWS, Azure, or Google Cloud Platform. They should have knowledge of cloud-based MDM solutions and how they integrate with other cloud services.
5. Strong problem-solving skills: The candidate should have excellent problem-solving skills and be able to troubleshoot and resolve complex technical issues related to mobile devices, applications, and MDM platforms.
6. Knowledge of security best practices: The candidate should have a solid understanding of security best practices related to mobile devices and MDM platforms. They should be able to identify security vulnerabilities and recommend solutions to mitigate risks.
7. Communication skills: The candidate should have strong communication skills and be able to explain technical issues to non-technical stakeholders. They should be able to work collaboratively with other team members and manage stakeholder expectations.

Our compensation is tiered based on the number of Microsoft certifications a candidate possesses

Additional Responsibilities

• Analyze and troubleshoot hardware and software issues
• Participate in group-approval processes and provide feedback for continuous improvement
• Resolve client issues in a timely manner, ensuring their satisfaction
• Communicate effectively with diverse audiences
• Demonstrate strong problem-solving and organizational skills
• Maintain consistent documentation of time, tasks, and actions
• Assist in Tier 2 overflow and mentor Tier 1 and 2 as needed
• Provide desktop support for users, hardware, services, and subscriptions as required

Qualifications

• Excellent communication and interpersonal skills
• Demonstrated experience in problem-solving, prioritizing tasks, and meeting deadlines
• Knowledge of IT security best practices and antivirus solutions
• Proven experience in troubleshooting hardware and software issues
• Proficient in Microsoft Office Suite and other business software
• Familiarity with cloud-based solutions such as Microsoft 365 and other cloud applications
• Technical degree or equivalent experience

At our company, we value collaboration, inclusivity, and personal growth. If you have a passion for providing excellent customer support, solving technical issues, and learning new technologies, we encourage you to apply for this exciting opportunity.

Requirements

• Any Microsoft Certification (compensation is tiered on the number of Microsoft certifications)
• Credit check the candidate's credit history and financial status.
• Possess the key experience outlined in the job description
• Reside near Waterloo and able to commute to work daily
• Reference check: Verifies candidate's work performance, reliability, and character.
• Successfully pass a criminal record check
• Include a link to your LinkedIn profile for interview consideration
• Provide sufficient notice for time off or away
• Maintain a valid driver's license and reliable transportation to/from work or client location
• Employment verification for previous role, experience and salary

Required Microsoft Certifications

Any one or more of the following

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft 365 Fundamentals
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft 365 Certified: Developer Associate
• Advanced certifications - not required but beneficial
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Certified: Messaging Administrator Associate

Additional

• Continuous improvement internally and externally
• Benefits Included (dental, well being, optical, other)
• Microsoft 365 Certified: Enterprise Administrator Expert
• Equal employment opportunities and hire individuals without regard to gender
• Business Casual work-safe atmosphere