L2 Technical Support Engineer - Toronto

at  New Charter Technologies

WHO WE ARE:

Join the dynamic team at ActiveCo Technology Management, a leader in reshaping IT Management since 1999. We pride ourselves on using innovative techniques to deliver outstanding support services to small and medium-sized businesses across North America. At ActiveCo, we foster an exceptional culture to embrace diversity and create an inclusive and collaborative work environment. We believe in working hard, having fun, strategizing nonstop, and never giving up.
The IT Support Technician – Level 2 plays a crucial role as the primary point of contact for escalated technical issues. Demonstrating advanced communication skills and maintaining composure under pressure is essential when handling complex problems or liaising with other teams. Success in this position is marked by your capacity to seamlessly adapt to changes, maintain clarity in communication, and collaborate effectively within a dynamic technical support environment.

EXPERIENCE & REQUIREMENTS:

• Minimum 2-3 years minimum experience providing end-user support.
• Strong understanding of desktop and laptop hardware
• Strong understanding of Windows 10
• Strong Understanding of Microsoft Office application support
• Hands-on experience with products such as:
• Microsoft Azure
• Microsoft Intune
• Hands-on server administration experience
• Strong customer service orientation with excellent communication skills.
• Technical proficiency in troubleshooting hardware, software, and network issues.
• Willing and able to learn, improvise, and craft solutions, typically by integrating available components.
• Diploma or degree in Information Technology or related field.
• Detail-oriented with exceptional organizational skills.
• Valid ON Driver’s License

• Provide top-notch customer service by addressing and resolving IT issues promptly.
• Communicate effectively with end-users to understand and troubleshoot technical problems.
• Technical Support:
• Diagnose and resolve hardware, software, and network issues.
• Collaborate with team members to ensure timely and efficient problem resolution.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions.
• Contribute to knowledge-based articles for continuous improvement.
• Work collaboratively with cross-functional teams to contribute to IT projects.
• Participate in regular team meetings to share insights and best practices.