Ready to take your career to the next level? Invest in yourself! MSP Corp is a dynamic and evolving organization. Our team is energetic and multidisciplinary, performing at the highest levels. We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level. We drive technology and performance by providing powerful toolsets, business support and professional services. Our team provides complete, turn-key solutions with one goal in mind — to ensure that we can deliver 100% any day, any time.
As we continue to grow, we are looking for a Senior Support Specialist to join our MSP Corp team.

ABOUT THE ROLE

The Senior Support Specialist responsible for delivering expert assistance on technical inquiries, resolving both routine and complex issues and directing client requests to the appropriate channels. This role plays a key part in driving high levels of customer satisfaction through effective issue resolution and service coordination. As an integral member of the support team, the Specialist actively participates in daily huddles, coordinates onsite service delivery, identifies recurring trends, and provides mentorship to junior staff

• Schedule: Monday to Friday, 8:00 a.m. to 5:00 p.m. (40 hours/week)
• Location: Ottawa & Brockville
• Work Mode: Hybrid
• On-Call: Availability required
• Physical Requirements: Ability to lift and transport moderately heavy items (e.g., computers and peripherals)
• Mobility: Valid driver’s license and access to a personal vehicle required

WHAT YOU WILL DO

• Recommend CRM/PSA software process improvements
• Contribute to the maintenance of current Knowledge Base information
• Establish priorities and help coordinate team efforts
• Upgrade skills with training and certification
• Provide assistance to other Support Specialists to isolate and resolve issues as needed.
• Ensure resolutions are dealt with in accordance with service level agreements.
• Validate fixes for issues that have been reported by customers.
• Report to Service Delivery Supervisor and perform any other related tasks as required
• Introductory calls to new customers
• Implement installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts
• Troubleshoot workstations, including e-mail, print, line of business applications, with limited server roles and identity management and their associated operating systems and software.
• Troubleshoot security solutions, including firewall, anti-virus, and intrusion detection systems.
• Troubleshoot all network hardware and equipment, including routers, switches, hubs, and UPSs.
• Assist in the deployment of IT equipment, hardware and software upgrades as needed.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.