Service Desk Support Specialist - Ottawa, Canada - SupportMyMac

Description

Providing drama-free Apple IT support to small businesses Looking for a rock star technician

About Us
At SupportMyMac, we help businesses anticipate and deal with their tech problems so they're free to focus on what they do best

We're looking for client-focused, technically skilled people to join our team.

As a premier managed service provider for businesses using Apple products, we want to help keep things up to date and running smoothly for our clients.

We're passionate about providing the best technical support, drama-free


Why should you work at SupportMyMac?
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Laser Focused

• We're laser focused on ensuring our customers succeed with the Apple platform. Everything we do is connected to our bigger why. We often say that we "defend our YES with a thousand NOs"

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Rock Star Team

• Join a team of good, skilled people who love what they do and who they do it with

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Perks & Benefits

• Cell phone allowance, Health benefits, quarterly bonus/spiffs, unlimited coffee & fizzy water just a few of the benefits of working with us.

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Support Your Growth

• We're 100% invested in your personal & professional growth. We will challenge you to set BIG goals and then support you along the way A yearly professional development budget ensures you're always learning

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Have Fun

• We celebrate our wins every month with a team lunch A day doesn't go by where jokes aren't made and laughter isn't heard. Although IT can be very technical and stressful at times, we like to have a good time Check out our Mini Putt team outing video.

Is this you?
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A passion for technology

• You understand small business technology well and can easily explain technical concepts in simple language.

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You're a team player

• We work together as a team, we collaborate and openly share constructive feedback with each other.

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You make IT positive

• We use positive language, see opportunities rather than problems, and show up every day with a positive outlook.

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You're honest

• We don't hold anything back: we give the real story to ourselves, to our peers, to our clients, and to our community.

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You take ownership

• We own up to our mistakes and make necessary changes to correct them when they happen. We make sure our interactions are always professional and authentic.

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You keep your word

• We do what we say we're going to do, and if we're unable to make that happen we do what we can to make things right.

The nitty gritty

This role requires an individual who has:

• An
  excellent understanding of IT/technology in a business environment and an ability to troubleshoot it

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2 to 5 years of experience in an IT support/helpdesk role
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Customer facing experience - helping customers by translating technical lingo into every day speak.

• Awareness and experience with the following vendors/technologies:
• 
  macOS/Windows: OS Troubleshooting, Deployment, Support (currently hold or held Apple certifications)

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Firewalls/Networking: SonicWALL, Ubiquiti, Cisco Meraki
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Mobile Device Management: JAMF, Hexnode, Mosyle, Apple Business Manager

• Strong
  organizational and time management skills to manage multiple competing priorities.
• Excellent
  communication skills (both written and oral) bilingualism would be an asset (French & English).

Here's a typical day:

As a service desk support specialist, you will help troubleshoot and proactively resolve issues in our clients' environments to keep their businesses operating The position is based in Ottawa and the individual will spend time both at our client's offices as well as our office in Ottawa.

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Customer champion: Help customers on a daily basis by responding to their requests and solving technical issues in a timely manner
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Find Solutions: Work closely with the technical team to find solutions to customer issues to minimize downtime. Perform set up of new workstations and other devices for our clients.
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Documentation: Continu
ally update our client documentation to ensure we're working with the right information and delivering the best experience.
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Staying Proactive:

Conduct proactive checks in our clients' networks to make sure everything is humming along Participate in weekly IT infrastructure service updates and implementation projects.

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Finding Opportunities:Help our customers proactively by identifying current or future gaps in their technology stack so that their business is protected.

• The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization._