Job Title: Support Specialist

Years’ Experience: 4+ years

Reports To: Support Manager

Languages: Fluent in French and English

Role Summary:

Your middle name is troubleshooter, you love problem solving and helping clients resolve their issues. You will be based in Montreal working within the office environment of one of our clients. You possess great communication skills and have a passion for great client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience.

Role Duties and Responsibilities:

  • 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: Windows Server, Exchange, SQL, etc
  • Support services for virtualization technologies: VMware, and Microsoft
  • 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
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Maintain client documentation
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge/Skills/Requirements:

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of 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
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast moving environment
  • ITIL knowledge/experience would be considered an asset

If you're interested in this position, please submit your cover letter and resume to careers@nucleusnetworks.ca