Nucleus Hiring for Support Specialist (Tier 2) at Toronto, ON Full Time

Founded in Kitsilano, BC, in 2001, Nucleus is an award-winning Managed IT Services provider with more than a decade of experience providing IT project services, IT support services, and IT strategy services to businesses across Canada. 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 75 experienced IT Professionals focused on providing all-inclusive or a la carte IT services for organizations with 5 to 500 employees. With offices located in Vancouver and Toronto, 2 full-time resources in Victoria, we provide extended support services to 150+ organizations across multiple industries in Canada within both the public and private sectors.

For back to back years we’ve been recognized as one of BC’s Best Workplaces. We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSP’s in Canada. Members of our team have also been recognized for multiple years running in the MSP mentor Top 250 list which is a global list recognizing the top experts, entrepreneurs and executives.

Role Summary:
Your middle name is trouble-shooter. You love problem solving and helping clients resolve their issues. You possess excellent communication skills and have a passion for exceptional client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience. This role requires some on-sites for our clients in the downtown Toronto area.

Overall Responsibilities, General Tasks and Duties:
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

Support of backup, disaster recovery, and business continuity solutions

Support services for Microsoft related technologies: Office365, Windows Server, Office suite, etc.

Support services for virtualization technologies

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Remote access solution implementation and support: VPN, and Terminal Services

Maintain client documentation

Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services (work in collaboration with SM)

Participates in regular meetings with the support teams

Identify client trends and escalate those as needed

What you bring to the table…

Industry IT Certifications: Microsoft MCP, MCSA, MCSE, MCITP, Cisco CCNA, or VMware VCP

ITIL knowledge/experience would be considered an asset working for an MSP company preferred or relevant work experience

You have 3+ yrs experience minimum

Advanced understanding of operating systems, business applications, printing systems and network systems

Interpersonal skills: telephone skills, communication skills, active listening and customer-care

Ability to diagnosis and troubleshoot technical issues

Ability to multi-task and adapt to changes quickly

Mac proficiency preferred

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization’s key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-moving environment

Team player!

Perks!

An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace

Hybrid/Remote work environment

Birthdays off!

Monthly Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers

EPIC customer service – to our external clients and internally to our colleagues

Competitive Salary & Benefits