It Support Specialist

IT Support Specialist

About the Job

We are seeking an IT Support Specialist who is passionate about technology and customer service to join our dynamic team. In this role, you will be the key point of contact for our clients, providing technical support and ensuring their IT infrastructure operates smoothly. This multi-hat role involves troubleshooting, configuring, and managing a wide range of technologies—from workstations and laptops to network devices and cloud solutions. Your goal is to empower our clients by resolving technical issues efficiently and maintaining their trust through exceptional service.

Why Join JC Logic?

Career Growth & Development

• Major Growth Opportunities: We are committed to helping you advance your career and expand your skill set.
• Personalized Growth Plans: Work with your manager to create a clear roadmap for your professional development.
• Continuous Learning: Access to training, certifications, and resources to keep you at the cutting edge of IT.
• Step-Up Culture: Take ownership of projects and responsibilities, and earn more as you grow.

Competitive Compensation & Benefits

• Very Competitive Salary: Salary is based on your skills and experience—with opportunities to earn more as you develop and contribute.
• Group Insurance: Comprehensive health and wellness coverage for you and your family.
• Ongoing Training: We invest in your future with continuous learning and professional development.

Our Unique Team Culture

• Collaborative Environment: We operate as a massive, supportive team rather than under a rigid corporate hierarchy.
• No Ceiling on Growth: Your earning potential and career advancement are directly tied to your dedication and results.

Work-Life Balance & Flexibility

• Flexible Environment: Balance productivity with personal well-being.
• On-Call Rotation: Fair and manageable on-call rotation that respects your time and work-life balance.

Key Responsibilities

• Client Support: Handle incoming support requests via phone, email, or remote access. Resolve technical issues across various technologies including workstations, laptops, smartphones, servers, and network devices.
• IT Infrastructure Management: Manage and support clients’ devices, networks, software, and services, ensuring optimal performance and security.
• Ticketing System: Document all support activities, updates, and resolutions in our ticketing system for transparency.
• Proactive Monitoring: Analyze remote monitoring reports to identify and address potential system risks concerning capacity, performance, and security.
• Advanced Entra / M365 Management: Maintain and optimize Identity and Access Management (IAM) systems with a focus on Microsoft365 and Entra.
• SharePoint Management: Configure, maintain, and support SharePoint environments for end-users.
• SCCM (System Center Configuration Manager): Deploy, manage, and troubleshoot operating system images using SCCM.
• UniFi Network Configuration: Design and manage advanced UniFi networks during on-site visits.
• Kaseya Stack Expertise: Utilize the Kaseya stack (including Autotask and Datto RMM) for efficient IT management.
• On-Call Rotation: Participate in our after-hours rotation to provide critical support.
• Client Communication: Keep clients informed about requests, progress, and resolutions, building trust and strong relationships.
• Escalation & Collaboration: Escalate issues to management when necessary and collaborate with the team to solve complex problems.

Requirements

• MSP Experience: Proven experience working in a Managed Services Provider (MSP) environment is a significant asset.
• Employment Experience: 2-5 years of hands-on experience in IT technical services, ideally within an MSP setting.
• Technical Expertise:
  • Advanced knowledge of Windows 10, Office 365, Active Directory, and operating system imaging (installation, migration, configuration, maintenance, administration, and troubleshooting).
  • Strong networking skills, including managing advanced UniFi networks on-site.
  • Proficiency in the Kaseya stack, specifically Autotask and Datto RMM.
  • Familiarity with Microsoft Teams, spam filtering solutions (e.g., Avanan or Proofpoint), and Endpoint Detection and Response (EDR) / Managed Detection and Response (MDR) concepts.
  • Knowledge of iPhone and Android devices, Synology systems, and VoIP.
• Bilingual Requirement: Perfect fluency in French and English, both written and spoken.

Work Ethic & Skills

• Exceptional problem-solving and customer service skills.
• Ability to manage multiple tasks in a fast-paced environment with shifting priorities.
• Highly organized, detail-oriented, dependable, and adaptable.
• Quick learner with strong initiative and results-oriented mindset.

Logistics

• Valid driver’s license required.
• Reliable transportation for on-site visits.

Competencies

• Decision Making
• Teamwork
• Communication
• Troubleshooting and Problem-Solving
• Responsibility and Accountability
• Results-Oriented
• Stress Tolerance
• Relationship Building
• Organization
• Flexibility
• Initiative
• Multi-tasking
• Detail-Oriented
• Quick Learner and Adaptable