Technical Support Specialist - Tier II

About the Organization

Tenom Technologies (www.tenom.ca) is a national IT managed services provider delivering cost-efficient, high-quality technology solutions to clients across Canada. We're in an exciting growth phase - scaling our operations, maturing our processes, and expanding our reach, all while staying focused on the long-term value we bring to our clients.

Our success is built on strong, trusted client relationships, deep technical expertise, and a genuine commitment to first-class client care. As we grow, we're looking for people who share that same commitment and want to help shape what comes next.

Why This Role Exists

The Technical Support Specialist plays a crucial role in handling escalations, addressing complex networking issues and providing advance technical support. This role requires someone with intermediate-level expertise to work alongside our senior escalations team, which will enhance your skillset and advance your career in IT support. This role will primarily focus on resolving IT issues using ticket management processes while also contributing to training and documentation initiatives. This role drives value by delivering exceptional customer service, promoting knowledge sharing, and maintaining a commitment to continuous improvement across all Tenom clients within the Greater Toronto Area.

Who We Need - Key Responsibilities

Escalation Handling and Incident Resolution

• Act as escalation point for complex incidents, coordinating with teams and vendors for swift resolution both remotely and occasionally on site.
• Document root causes and post-incident reports to prevent recurrence and inform stakeholders.
• Participation in on-call rotation to support customer service excellence. 

Ticket Management and IT Issue Resolution

• Manage the support ticket queue - prioritize, track, and resolve hardware, software, and network issues.
• Analyze ticket trends to identify recurring problems and implement proactive solutions.
• Provide Tier 2 support to team members to seek a swift resolution for clients.

Customer Service Excellence

• Deliver professional, empathetic support with clear communication to technical and non-technical users.
• Manage expectations with accurate timelines and proactive updates; gather feedback to improve service.

What You Need

• Excellent English communication skills, with the ability to translate technical data into user-friendly language.
• Proven experience (3+ years) in a Tier II or equivalent technical support role, preferably within the IT services industry.
• Strong technical knowledge and experience in networking, endpoint and server hardware, systems administration, or related areas.
• Proficiency in troubleshooting complex IT issues and implementing effective solutions.
• Familiarity with ticketing systems and IT service management best practices.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients and team members.
• Strong problem-solving and analytical abilities, with attention to detail.
• Certifications such as Microsoft MCSA/MCSE, CompTIA Network+, CCNA, AZ-104, AZ900, MD-102 or equivalent are advantageous.
• ITIL certification is desirable.

Core Values Alignment

You embody:

• We Do What We Say – Follow through and close loops
• We Own the Outcome – No excuses; solve root problems
• We Stay Curious – Continuously improve and learn

What We Offer

• Competitive Base Salary ($55,000 - $65,000)
• Comprehensive health and benefits
• Hybrid work environment (3 days per week in office)