Support Specialist L2

Role Summary:

As the Technical Support Specialist II, you will serve as the front line of technical support, responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources. This role will handle T1 escalations and T2 tickets, resolve technical issues promptly and efficiently, and escalate T3 tickets as necessary. This role is expected to bring awareness and recurring issues to their direct supervisor. Exceptional customer service and communication is critical as this role is going to be working with non-technical clients on a regular basis.

General Duties and Responsibilities:

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets. 
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution. 
• Troubleshoot and resolve technical issues according to established procedures and guidelines. Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed. 
• Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information. 
• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks. 
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly. Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings. 
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services. Other duties as assigned. 

Required Skills and Qualifications:

• A minimum high school diploma is required; post-secondary education in a related field is an asset. 
• At least 2-3 years of experience in an IT industry or similar setting. 
• Must understand GPOs, Hyper-V, intermediate networking, Microsoft: 365 and Active Directory. Must be able to go on-site as required depending on clients needs. 
• Must be comfortable analyzing technical issues and deciding whether the solution is efficient and feasible. 
• Must be able to apply creative solution finding to address and resolve technical issues. Must be able to provide temporary workarounds that fall within company standards based on previous experience. 
• Familiarity with knowledge base tools (e.g., ITGlue, ConnectWise Managed, Automate) is a plus. 
• Excellent computer literacy skills and skills in MS Office Suite. Experience working with an ERP system is an asset. 
• Ability to multi-task and prioritize and work independently. 
• Ability to maintain confidential information.

Certifications 

Ideally, you already have the following certifications under your belt: Microsoft Certified: 

Azure Fundamentals (900), CCST (Cisco Certified Support Technician Certifications), Microsoft 365 Certified:

Fundamentals. 

Bonus points if you have one of the following certifications in addition to the ones above: Cisco Meraki Solutions Specialist Certification (CMSS), Microsoft Certified: Azure Administrator Associate (104), Microsoft 365 Certified: Endpoint Administrator Associate.