IT Support Specialist

at  Nucleus

SUPERCHARGE YOUR CAREER AT NUCLEUS NETWORKS!

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We are one of BC’s top 5 Best Workplaces and a top 5 Finalist for BC’s Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.
We are a team of over 80 experienced IT Professionals focused on providing industry-leading IT Services to clients across Canada. With operations in BC, AB and ON, Nucleus has adopted a hybrid work model, allowing the majority of roles to work from anywhere as we have employees based all around the world.
We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there!

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 GPO’s, Hyper-V, intermediate networking, Microsoft: 365 and Active Directory.
• Must be able to go on-site as required depending on client’s 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.

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.