We’re looking to add an IT Support Specialist – Team Lead to our growing downtown Toronto office!

Location: Toronto
Reports To: Support Manager
Experience: 5+

 

Role Summary:

Reporting to the Support Manager, the Support Specialist – Team Lead is responsible for troubleshooting and resolving client issues as well as assisting with the performance of their assigned team (pod). The Team Lead will act as the technical escalation point for the other techs on their team and services as the first point of escalation for process questions. Excellent communication skills and having a passion for exceptional client service are critical to this role. Putting out fires, managing client and team expectations are among some of the chief responsibilities.  You have a natural ability to multi-task, can motivate, lead and oversee a team.

 

Overall Responsibilities, General Tasks and Duties:

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of backup, disaster recovery, and business continuity solutions
  • Support services for Microsoft related technologies: Office365, Windows Server, Office suite, etc.
  • Support services for virtualization technologies
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, and Terminal Services
  • Maintain client documentation
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services (work in collaboration with SM)
  • Work with SM’s in the escalation of issues
  • Regularly reviews team metrics (response time, resolution time, CSAT, etc)
  • Participates in regular meetings with the support and project teams
  • Share responsibility for new client onboardings
  • Support growth and expansion, including deep technical architecture and guidance as well as hands on configuration support as needed
  • Business process sharing, guidance and support as needed
  • Identify client trends and escalate those to the Support Manager and Service Manager
  • Complete the Q&A of projects documentation once projects are complete
  • Approve your team’s timesheets on a weekly basis

 

Knowledge/Skills/Requirements:

  • Industry IT Certifications: Microsoft MCP, MCSA, or MCSE, or MCITP
  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Ability to lead, motivate and encourage team members
  • Interpersonal skills: telephony skills, communication skills, active listening and customer-care
  • Ability to diagnosis and troubleshoot technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • French language skills would also be an asset
  • Team player!