TECHNOLOGY OPERATIONS SPECIALIST

Are you a tech-savvy problem solver with a passion for delivering exceptional customer support? We’re looking for a Technology Operations Specialist to join our team.
In this role, you’ll be the first point of contact for technical inquiries, providing efficient troubleshooting and proactive solutions. Working closely with the Technical Lead, you’ll help improve processes and enhance the user experience.
If you have a strong IT support background, a customer-first mindset, and thrive in a fast-paced environment, we want to hear from you!

REQUIREMENTS:

• Tech-savvy with expertise in troubleshooting office automation products, databases, remote control tools, and various operating systems.
• Proven experience in an IT support or technical help desk role, with a strong ability to independently solve problems.
• Deep understanding of computer systems, mobile devices, and common tech products, with the ability to diagnose and resolve a wide range of technical issues.
• Ability to reliably commute to our downtown Toronto office .
• Ability to quickly and efficiently resolve issues, balancing a customer-oriented mindset with a sense of urgency and ownership.
• Strong written and verbal communication skills, capable of explaining technical concepts to non-technical users in a clear and concise manner.
• Strong organization and prioritization skills, guaranteeing timely updates and completion of projects.
• Excellent communication skills and a demonstrated ability to collaborate effectively across teams and departments.
• A customer-focused, proactive attitude, and the ability to remain composed under pressure.
• BSc/BA in IT, Computer Science, or a relevant field.

QUALIFICATIONS:

• Hands-on experience with Windows 7, 10, and Windows Server 2012 or higher, including knowledge of AD, DNS, and DHCP.
• Experience with information security tools and processes and internal security auditing.
• Experience with cloud platforms such as AWS and Azure, along with a solid understanding of IT architecture and infrastructure.
• Strong networking skills and hands-on experience managing Windows servers, active directory, and related tools like Microsoft Outlook/Office.
• Proficiency in supporting all Windows desktop operating systems.
• Ability to independently troubleshoot and solve technical issues in a fast-paced environment.
• Physical ability to sit/stand for extended periods and manage challenging situations with professionalism.

BONUS SKILLS:

• Familiarity with JQuery, JavaScript, PHP, MySQL and/or SQL, with a solid understanding of database indexing and optimization techniques.
• Experience with Unix/Linux-based operating systems and comfortable using command-line interfaces for system management and troubleshooting.
• Bilingual (French/English)
  Job Types: Full-time, Permanent
  Pay: $60,000.00-$65,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Paid time off
• RRSP match

Schedule:

• 8 hour shift
• No weekends

Work Location: Hybrid remote in Toronto, ON M5V 1H

• Serve as the first point of contact for customers seeking technical assistance via phone or email, demonstrating a proactive and problem-solving approach to each inquiry.
• Perform remote troubleshooting using diagnostic techniques and relevant questions to identify root causes quickly and accurately.
• Determine effective solutions based on customer-reported issues and demonstrate initiative by resolving problems efficiently and within the agreed-upon timeframes.
• Guide customers step-by-step through the resolution process, ensuring clarity and empowerment at every stage.
• Identify and escalate unresolved issues to the next level of support personnel, while actively collaborating with them to drive faster resolutions.
• Maintain detailed records of events, problems, and resolutions, ensuring accuracy and availability for future reference.
• Follow up with customers to provide updates, ensure satisfaction, and offer solutions to any ongoing issues.
• Actively seek feedback from clients and communicate their suggestions or concerns to the relevant internal teams for continuous improvement.
• Suggest and drive improvements in processes, tools, and workflows to enhance customer service and operational efficiency.
• Consistently show initiative by identifying opportunities to innovate and improve the user experience and technical support operations.