Bloom Recruitment is in search of an experienced IT Support Specialist to join our client's team as soon as possible.

Our client is a dynamic and rapidly expanding Managed Service Provider with over a decade of excellence. They deliver comprehensive IT solutions to a diverse clientele across Canada, ensuring businesses run smoothly and efficiently.

Their success is driven by their core values:

• Passionate: Bringing energy and enthusiasm to exceed expectations.
• Driven: Relentlessly pursuing excellence and going above and beyond.
• Growth-Oriented: Seeking opportunities for learning and development.
• Accountable: Taking ownership of responsibilities and results.
• Innovative: Embracing creativity to provide the best solutions.
• Trusted: Building trust through reliability and transparency.
• Strategic: Thinking ahead for long-term success.

POSITION SUMMARY:

We are seeking a skilled IT Support Specialist Technician to join our team in a Tier 2 capacity. This role is essential in delivering exceptional service by proactively addressing and resolving client support requests. Operating in a hybrid work environment—40% in-house/on-site and 60% remote work from home —you will connect our clients with advanced technology solutions, ensuring seamless IT operations and outstanding client satisfaction.

Salary Range: $60,000 - $70,000 annually, commensurate with experience and qualifications.

Role Type: Permanent Full time, Monday to Friday, 8:00am – 5:00pm.

KEY RESPONSIBILITIES:

Technical Support & Troubleshooting

• Provide advanced technical support to clients in person, over the phone, and via remote support applications.
• Diagnose and resolve complex issues related to desktops, laptops, printers, and imaging devices.
• Deploy new client workstations and manage profile transitions efficiently.

Client Engagement

• Respond to client requests and inquiries promptly with clear and effective communication.
• Deliver proactive solutions by anticipating client needs and exceeding expectations.
• Build and maintain strong relationships with clients to become a trusted advisor.

System Administration & Monitoring

• Administer and maintain internal and client disaster recovery solutions, including backup restores.
• Monitor Remote Management & Monitoring (RMM) tools for alerts, addressing them proactively.
• Manage client servers and network solutions, implementing standard requests and changes.
• Provide after-hours responses and on-site support when required.

Collaboration & Documentation

• Collaborate with the team to refine and develop Key Performance Indicators (KPIs) for performance measurement.
• Create and update documentation for internal policies, procedures, and client configurations.
• Share knowledge and expertise with team members to foster a growth-oriented environment.

Proactive Problem-Solving

• Take ownership of projects and tasks, ensuring accountability from initiation to completion.
• Embrace new technologies and innovative solutions to optimize service delivery.
• Prepare backup plans and adapt quickly to changing situations to maintain service excellence.

Hybrid Work Responsibilities

• Collaborate with the team in-house two days a week to strategize and align on projects.
• Visit client sites as needed, adapting to varying schedules based on client requirements.
• Utilize remote workdays effectively to support clients and manage responsibilities.

QUALIFICATIONS:

Experience & Education

• 1-3 years of experience in a Managed IT Service environment.
• Diploma or certification in IT or a related field is required.

Technical Skills

• Advanced troubleshooting abilities with strong knowledge of desktops, laptops, printers, and imaging devices.
• Experience with server and network administration.
• Familiarity with disaster recovery platforms and backup restoration.
• Experience with PSA ticketing systems and RMM suites is an asset.

Other Requirements

• Strong communication skills with the ability to simplify complex information.
• Ability to transport equipment to/from company or client locations as required (to be discussed).
• Willingness to respond to after-hours mission-critical alerts and requests.

BENEFITS:

We believe our employees are our greatest asset. We offer a comprehensive benefits package designed to support your professional and personal well-being:

• Profit Sharing: Share in the company's success through a program based on tenure and performance.
• Lifestyle Spending Account (LSA): Up to $2,500 per year for fitness memberships, recreational activities, health and wellness services, and personal development courses.
• Health Spending Account (HSA): Up to $5,000 per year to cover medical expenses not paid by other plans.
• Vacation Time: Starting at 120 hours (15 days) plus 8 hours for your birthday, increasing with years of service.
• Paid Time Off (PTO): Earn time in lieu for after-hours work—1.5x for regular after-hours and 2.0x during statutory holidays.
• Sick Leave: 40 hours of paid sick time per year.
• Internet Expenses: Reimbursement for home office internet expenses up to $100 .
• Dental and Extended Health Coverage: Comprehensive coverage including dental care, prescription drugs, paramedical services, vision care, and more.
• Employee Life Insurance and Accidental Death & Dismemberment (AD&D): $25,000 coverage providing 24-hour protection.
• Medical Emergency Assistance/Travel Health Benefits: Coverage for emergency medical treatments while traveling.

WHY JOIN?

• Professional Growth: Opportunities for learning, development, and career advancement. Support for continuous learning through educational benefits.
• Innovative Environment: Be part of a team that values creativity and embraces new ideas. Work with cutting-edge technologies and innovative solutions.
• Collaborative Culture: Work with passionate, driven professionals in a supportive environment. Engage in a positive company culture that fosters collaboration and teamwork.
• Impactful Work: Contribute to projects that make a real difference for our clients. Take on meaningful responsibilities that drive personal and company success.
• Flexible Work Arrangement: Enjoy the balance of in-house collaboration, client interaction, and remote work. Hybrid work model supporting work-life balance and flexibility.

Join them in their mission to provide innovative, proactive, and client-focused solutions – and build something together!

Our client is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.