T1 IT Support

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Troubleshoot and resolve technical issues according to established procedures and guidelines.
• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
• Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information.
• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Other duties as assigned.

• A minimum high school diploma is required; post-secondary education in a related field is an asset.
• At least 2-3 years of experience in an IT industry or similar setting.
• Must understand GPOs, Hyper-V, intermediate networking, Microsoft: 365 and Active Directory.
• Must be able to go on-site as required depending on clients needs.
• Must be comfortable analyzing technical issues and deciding whether the solution is efficient and feasible.
• Must be able to apply creative solution finding to address and resolve technical issues.
• Must be able to provide temporary workarounds that fall within company standards based on previous experience.
• Familiarity with knowledge base tools (e.g., ITGlue, ConnectWise Managed, Automate) is a plus.
• Excellent computer literacy skills and skills in MS Office Suite.
• Experience working with an ERP system is an asset.
• Ability to multi-task and prioritize and work independently.
• Ability to maintain confidential information.

• Ideally, you already have the following certifications under your belt:
• Microsoft Certified: Azure Fundamentals (900),
• CCST (Cisco Certified Support Technician Certifications),
• Microsoft 365 Certified: Fundamentals.
• Bonus points if you have one of the following certifications in addition to the ones above:
• Cisco Meraki Solutions Specialist Certification (CMSS),
• Microsoft Certified: Azure Administrator Associate (104),
• Microsoft 365 Certified: Endpoint Administrator Associate

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