Technical Support Specialist - Tier III

About the Organization Tenom Technologies (www.tenom.ca [https://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 (Tier 3) 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. Additionally, this shift type for this role is evenings and weekends, Monday to Friday. 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 region. Who We Need - Key Responsibilities Escalation Handling and Incident Resolution * Act as escalation point from Tier I/II complex incidents, coordinating with teams and vendors for swift resolution. * Document root causes and post-incident reports to prevent recurrence and inform stakeholders. * Troubleshoot and resolve complex technical issues, providing clear guidance where immediate resolution is not possible. * Support overnight projects such as server migrations, resets, etc... 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 3 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. * Post-Secondary Education including a Bachelor's degree in a relevant field; additional technical certifications or advanced degrees are a plus. * Proven experience (3+ years) in a Tier III or equivalent technical support role, preferably within the IT services industry. * Strong technical knowledge and experience in networking, 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 AZ-304/305, SC-200, MS-102, SC900/200 ideal. * Experience working with Microsoft 365, Azure, Intune/Endpoint Management, etc. * 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 * Comprehensive health and benefits

The Technical Support Specialist will handle complex escalations, manage support ticket queues, and coordinate with teams for swift incident resolution. They will also contribute to documentation, training initiatives, and provide professional support to both technical and non-technical users.

Candidates must have at least 3 years of experience in a Tier III technical support role and possess a Bachelor's degree in a relevant field. Strong technical knowledge in networking, systems administration, and proficiency with Microsoft 365 and Azure are required.

• Health benefits

• Microsoft AzureSouhaitée
• Résolution de problèmesSouhaitée
• CommunicationSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Networking
• Systems administration
• Troubleshooting
• Ticket management
• Microsoft 365
• Azure
• Intune
• Endpoint management
• ITIL
• Technical support
• Incident resolution
• Communication
• Analytical skills
• Problem-solving
• Server Migration
• Empathy
• Technical Issues
• Professionalism
• Curiosity
• Expectation Management
• Follow Through
• Technology Solutions
• Endpoint Management
• Analytical Skills
• Microsoft Azure
• Management
• Customer Service
• Continuous Improvement Process
• System Administration
• English Language
• Incident Reporting
• Issue Tracking
• Interpersonal Communications
• Problem Solving
• IT Service Management
• ITIL Certifications
• Managed Services
• Operations
• Troubleshooting (Problem Solving)
• Microsoft Intune (Mobile Device Management Software)
• Coordinating
• Prioritization
• Detail Oriented

• Technology
• Customer Service & Support
• Software
• Technical Support Specialist
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Formation minimale

Baccalauréat

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine