Technical Support Specialist - Tier III

Tenom Technologies Inc•Winnipeg, MB

About The Position

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. 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.

Requirements

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.

Nice To Haves

Additional technical certifications or advanced degrees are a plus.
ITIL certification is desirable.

Responsibilities

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...
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.
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.