Technical Specialist 1

Symcor•Mississauga, ON

1d•Remote

About The Position

The primary responsibilities of this role are to provide L1 and L2 remote phone and email support for our corporate and production end users on a wide range of technical issues. The Technical Specialist will be working in the capacity of a remote Desktop Admin supporting end users working from home and from various Symcor sites. Support can range from quick password resets to more complex daily incidents of corporate IT issues such as desktop/laptop hardware, mobile devices, software/application troubleshooting, network and printing related issues as well. The Technical Specialist must have excellent communication, time management and problem-solving skills to analyze, assist and resolve assigned incidents as targeted FCR’s (First Call Resolution) when and as required. Resolve issues and challenges related to all IT related calls and emails that comes through the Service Desk by ensuring incidents and service requests are handled in accordance with incident management and Infrastructure processes and guidelines. Collaborating with other escalation groups and team members for related incidents by working collectively together as a team in providing expert technical solutions and professional guidance to the end users as required with a key focus on excellent customer service for a pleasant end user experience. End user experience and customer support focus is the number 1 priority of the role. Provide remote phone and email incident support through assigned work shifts and being available for on-call as scheduled which may at times be on holidays and weekends. Provide on-call incident support after hours (11 pm to 7 am) as scheduled on a rotational schedule that rotates every 5 weeks. Answering phone calls that comes through the IT Service Desk with the intent to assist end users to the best of their ability in a professional and pleasant manner with a target to resolve the incident as a First Call Resolution (FCR). Warm transfer of client support calls to SSMC that comes through the desk. Working on assigned emails for the desk on incidents that pertains to password resets, FCR and/or escalate related incidents on a daily basis. Engaging and collaborating with on-site technicians, application support teams, Information Security other team(s) as necessary to resolve incidents by ensuring accurate ticketing documentation before any ticket escalation or transfer. Ensuring that assigned incident tickets are always updated with concise and accurate information in the ticketing system. Providing status updates for Service/Identity/IQ requests for end users.

Requirements

Post-secondary education in Information Technology, Computer Science, or a related technical field, or an equivalent combination of education and practical experience
3+ years of hands-on experience in an IT Service Desk, Help Desk, or End User Support environment supporting corporate and remote/WFH users
Proven experience providing phone and email-based technical support with a strong focus on first call resolution (FCR) and customer satisfaction
Experience working in a 24/7 or extended-hours support environment, including on-call rotations, evenings, weekends, and statutory holidays
Demonstrated experience troubleshooting and resolving incidents related to desktop operating systems, Microsoft 365 applications, network connectivity, VPN access, printers, and mobile devices
Experience documenting, updating, and managing incidents and service requests in an ITSM platform (Ivanti preferred) with a high level of accuracy and detail
Experience collaborating with escalation teams such as Infrastructure, Application Support, Information Security, and On-site Technicians to resolve complex incidents
Exposure to enterprise environments with structured incident management, change management, and access request processes
Strong operational knowledge of Windows operating systems (Windows 10 and 11), with working experience supporting legacy environments (Windows 7)
Advanced support experience with Microsoft 365 applications including Outlook, Teams, Office applications, SharePoint, and published desktop apps
Hands-on experience with Active Directory administration (user accounts, groups, permissions, password resets)
Solid understanding of networking fundamentals, including private and public networking protocols, VPN connectivity, and network troubleshooting
Experience supporting VPN technologies such as Cisco AnyConnect, including token and user administration
Knowledge of endpoint and device management tools such as Microsoft Intune / Endpoint Manager, including mobile device provisioning, onboarding, offboarding, and OS updates
Experience supporting BitLocker, MECM/SCCM, Office 365 administration, and remote desktop technologies (Citrix Director, VDI, and other remote support tools)
Printer troubleshooting experience for corporate, production, and WFH users (network and local printers)
Working knowledge of IBM and Unix Mainframe environments, including TN3270 Plus
Experience supporting RSA SecurID and Mobile Pass authentication solutions

Nice To Haves

Relevant technical certifications (e.g., ITIL Foundation, Microsoft, CompTIA A+/Network+, or similar) are considered an asset
Exposure to automation and Windows PowerShell scripting is an asset

Responsibilities

Provide L1 and L2 remote phone and email support for corporate and production end users.
Resolve issues and challenges related to all IT related calls and emails that come through the Service Desk.
Ensure incidents and service requests are handled in accordance with incident management and Infrastructure processes and guidelines.
Collaborate with other escalation groups and team members to provide expert technical solutions and professional guidance.
Provide remote phone and email incident support through assigned work shifts.
Be available for on-call as scheduled, which may include holidays and weekends.
Provide on-call incident support after hours (11 pm to 7 am) on a rotational schedule.
Answer phone calls to the IT Service Desk and assist end users professionally.
Warm transfer client support calls to SSMC.
Work on assigned emails for incidents such as password resets and FCR.
Escalate related incidents as needed.
Engage and collaborate with on-site technicians, application support teams, Information Security, and other teams as necessary.
Ensure accurate ticketing documentation before any ticket escalation or transfer.
Update assigned incident tickets with concise and accurate information in the ticketing system.
Provide status updates for Service/Identity/IQ requests for end users.