IT Support Specialist II

Supercharge your career at Nucleus Networks!

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We've been nominated as one of BC’s top 10 Best Workplaces and have been 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 80 experienced IT Professionals focused on providing industry-leading IT Services to clients across Canada. Headquartered in downtown Vancouver, with operations in BC, Alberta and Ontario, Nucleus operates on a remote-first, hybrid work model.

We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there!

Role Summary

As the Technical Support Specialist II, you will serve as the front line of technical support, responsible for facilitating incoming calls, resolving technical issues promptly and efficiently, or ensuring they are directed to the appropriate resources. This role will handle Tier 1 escalations and Tier 2 tickets, and escalate Tier 3 tickets as necessary. This role is expected to bring awareness and recurring issues to their direct supervisor. Exceptional customer service and communication is critical as this role supports non-technical clients on a regular basis. As a hybrid role, our Support Specialists primarily work from home, but must be willing and able to attend client sites around the Lower Mainland on an as-needed basis.

General Duties and Responsibilities
• 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 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.

• Must be willing and able to go onsite as required depending on client needs.
• Other duties as assigned.

Required Skills and Qualifications
• A minimum high school diploma is required; post-secondary education in a related field is an asset.
• At least 2-3 years of experience at either a Managed Service Provider, internal IT or similar setting.
• Must understand GPOs, Hyper-V, intermediate networking, Microsoft 365 and Active Directory.
• 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 helpdesk documentation and support tools (e.g., ITGlue, ConnectWise Manage/Automate/ScreenConnect) is a plus.
• Excellent computer literacy skills and proficiency with Microsoft 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.

Certifications
Ideally, you already have the following certifications under your belt:

• CompTIA A+, Network+ and Security+,

• Microsoft Certified: Azure Fundamentals (AZ-900),
• Microsoft 365 Certified: Fundamentals (MS-900),

• Cisco Certified Support Technician (CCST).

Bonus points if you have one of the following certifications in addition to the ones above:
• Microsoft Certified: Azure Administrator Associate (AZ-104),
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102),

• Cisco Meraki Solutions Specialist (CMSS).

Perks!

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

• Hybrid Remote Environment 

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

• Competitive Salary & Benefits, including a Health Spending Account and RRSP Matching program

• Birthdays off!

All qualified applicants will receive consideration for employment without regard to race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age.