Technology Support Specialist - Bilingual

at  Encore Business Solutions

Job Number: 24-TS-TSS01
Start: Immediately
Duration: Permanent Full-Time/Exempt
Location: Fredericton, New Brunswick and area/100% onsite/25-30% Travel required
The Position
Reporting to the VP, Information Systems, Technology Services, the Technology Support Specialist will play a critical role within the Technology Services practice. The role is responsible for maintenance & troubleshooting the efficient operation of technology including desktop hardware, Office 365, operating systems, end user support, virtualization, and licensing.
The Technology Support Specialist supports internal and external customers with their technology requests. These might range from password reset to diagnosing hardware and software issues.
The candidate will have a solid understanding of cloud computing technologies and emerging computing trends. They will possess a passion for technology, be a problem solver, and extremely customer focused. The ideal candidate will have previous experience in desktop support technician roles, Help Desk I or II.

Key Areas of Responsibility

• Track and respond to user requests (walk-up, telephone, email-based help desk) using Freshdesk.
• Provide responsive and competent end-user support for basic technology and application questions and problems.
• Track requests and follow up with users to confirm that work has been performed as expected.
• Provide flexible, timely and efficient resolution to customer issues.
• Troubleshoot and resolve end-user issues remotely.
• Support end-user systems including desktop computer, peripherals (printers, scanners, removable drives, media readers).
• Install, configure, maintain, and troubleshoot computers and software.
• Work with software and hardware vendors to resolve technical and user issues and perform updates/upgrades.
• Plan, prioritize and follow up on project work and systems requests.
• Ensure that procedures are followed to ensure the security and integrity of data and software.
• Develop and maintain technical documentation & procedures for company computing systems.
• Provide training for users and staff in a variety of ways, including documentation, video recordings for company-wide consumption or one-on-one scenarios.
• Managing our MSP customers’ environments, checking backups, Windows and security updates, security and audit logs to maintain a high degree of service.
• Update the MSP environment certificates as required every year.
• Semiannual audit on customer Azure environments to ensure no false positives from patching and backup automation from Ninja RMM.

Desired Skills and Competencies

• Windows platforms
• Microsoft Office 365, Microsoft Azure is an asset.
• Microsoft Co-pilot including ChatGPT and other AI technologies.
• Microsoft Devops (not on initial hire, but familiarity with Encore’s process will be necessary later in the role).
• MS SQL Server
• Computer hardware and software, physical and software defined networking and storage.
• Ninja RMM
• University Degree in Business, Finance or Information Systems or equivalent experience.
• A+, Network+
• Microsoft role-based certifications, such as:
• AZ-900 (Azure Fundamentals)
• MS-900 (Microsoft 365 Fundamentals)
• Microsoft 365 Modern Desktop Administrator Associate
• Microsoft Azure Administrator Associate
• 2+ years preparing business/customer-facing documentation/communication.
• Minimum of 2-3 years providing customer service/technical support.
• Challenge the status quo to drive continuous improvement.
• Conscientious about meeting expectations and delivers as promised.
• Exceptional verbal and written communication skills.
• Problem-solving mentality leveraging internal and/or external resources.
• Prioritize competing project needs while balancing client satisfaction and project profitability.
• Enthusiastic and approachable team player.
• Strong interpersonal and problem-solving skills.
• Ability to work with minimal supervision.
• Capability to adapt to a fast and challenging work environment.
• Competence to follow procedures to maintain a stable & secure network environment.
• Ability to deliver customer support in a timely fashion.
• Ability to provide occasional training in the use of various software packages.
• Sensitive to a diverse community and great difference among the community in their technology literacy.
• Willing and able to travel; valid driver’s license and passport are required.
• Travel Required – 25% to 30%
• Must be legally entitled to work in Canada/the United States.
• Must be fluent in English and French – both verbal and written.

Please refer the Job description for details