IT Support Specialist - Onsite

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. We are headquartered in downtown Vancouver, with operations in BC, Alberta and Ontario.

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 Onsite Technical Support Specialist, you will serve as the front line of technical support, responsible for resolving technical issues promptly and efficiently, or ensuring they are directed to the appropriate resources. This role is expected to bring awareness around recurring issues to their direct supervisor. Exceptional customer service and communication are critical. The successful candidate will be based full-time onsite with one of our clients in Downtown Vancouver, supporting a mixed Windows and Mac environment. The successful candidate must have experience supporting Mac users in a business setting.

General Duties and Responsibilities

• Monitor the ticket board 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; 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.
  

• 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 3 years of experience in the IT industry or similar setting.
  
• At least 3 years of experience supporting Mac users in a business setting.
• Must have experience with Microsoft 365 and Azure administration.

• Must understand GPOs, Hyper-V, networking, and Active Directory.
  
• Must have experience with boardroom and meeting room support, including audio/visual troubleshooting.
• Must have experience with workstation imaging and configuration using tools such as Intune, Autopilot, immy.bot, or similar.

• 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 ticketing, knowledge base and Remote Monitoring & Management (RMM) tools is a plus.
  

• Excellent computer literacy skills and proficiency with Microsoft Office Suite.

• Ability to multi-task, 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.
• In-person and virtual socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers.
• Training and development programs to sharpen your skills.
• 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 Canadian experience, race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age.

AI technology is not used in Nucleus' hiring process.

This posting is to fill an existing vacancy.