Technical Support Specialist – Remote Helpdesk
About Company Strype IT is a leading Managed IT Services Provider based in Hamilton, Ontario, dedicated to delivering robust and reliable technology solutions to businesses across various sectors. For over two decades, we've built a reputation for exceptional customer service, proactive support, and innovative IT strategies that empower our clients to achieve their goals. We believe in fostering a collaborative, supportive, and dynamic work environment where every team member is valued, given opportunities for growth, and encouraged to contribute to our collective success. Our mission is to make technology a seamless and powerful asset for our clients, and we do this by hiring passionate individuals who share our commitment to excellence and client satisfaction. At Strype IT, you're not just an employee; you're a crucial part of a team that's making a real difference in the business world, one successful IT solution at a time. Join us in shaping the future of IT services. Job Description Are you a tech-savvy problem-solver with a passion for helping others? Do you thrive in a remote work setting where you can make a tangible impact from anywhere? Strype IT is actively seeking a dedicated and proactive Technical Support Specialist – Remote Helpdesk to join our growing team. This is a pivotal role that puts you on the front lines of client interaction, providing essential technical assistance and ensuring their IT systems run smoothly. You will be the first point of contact for our valued clients, diagnosing and resolving a wide range of technical issues related to hardware, software, network connectivity, and cloud services. This role demands excellent communication skills, a patient demeanor, and a keen ability to troubleshoot complex problems efficiently and effectively. If you're looking for a challenging yet rewarding position where your expertise will directly contribute to client success and business continuity, all while enjoying the flexibility of a remote work model, then we encourage you to apply. We are looking for someone who can not only fix problems but also build rapport, educate users, and maintain our high standards of service excellence, even when working remotely. You will be an as integral part of a supportive team, utilizing cutting-edge tools and processes to deliver top-tier support and contribute to our commitment to client satisfaction. Your ability to adapt, learn, and communicate effectively will be key to your success and the success of our clients. Key Responsibilities • Provide first-line technical support to clients via phone, email, and remote access tools, addressing hardware, software, and network issues. • Diagnose, troubleshoot, and resolve technical problems including operating system errors, application malfunctions, email configuration, printer issues, and connectivity challenges. • Escalate complex issues to senior technical staff or specialized teams when necessary, ensuring proper documentation and follow-up. • Document all support interactions, resolutions, and relevant technical information accurately and comprehensively within our ticketing system. • Assist clients with password resets, account unlocks, and access management for various systems and applications. • Perform remote installations, configurations, and updates of software and drivers, ensuring minimal disruption to client operations. • Educate users on best practices for system usage and security awareness to prevent future issues and promote self-sufficiency. • Monitor system performance and proactively identify potential problems, implementing preventative measures where possible. • Maintain up-to-date knowledge of current and emerging technologies relevant to client environments and our service offerings. • Participate in on-call rotation schedules if required, to ensure continuous client support and address urgent issues outside of standard business hours. Required Skills • Proven experience (2+ years) in a technical support or helpdesk role. • Strong understanding of Windows operating systems (Windows 10/11) and common office productivity suites (Microsoft 365/Google Workspace). • Familiarity with network fundamentals (TCP/IP, DNS, DHCP) and basic troubleshooting of connectivity issues. • Experience with ticketing systems and remote monitoring and management (RMM) tools. • Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users. • Exceptional problem-solving abilities and attention to detail. • Ability to work independently and manage time effectively in a remote work environment. • Customer-centric approach with a patient and professional demeanor. • Reliable high-speed internet connection and a dedicated, quiet workspace. Preferred Qualifications • CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals / Modern Desktop Administrator Associate certifications. • Experience with virtualization technologies (e.g., VMware, Hyper-V). • Knowledge of basic server administration (Active Directory, group policies). • Familiarity with cybersecurity best practices and common threat vectors. • Experience supporting macOS environments. • Diploma or degree in Information Technology, Computer Science, or a related field. Perks & Benefits • Competitive salary commensurate with experience. • Comprehensive health, dental, and vision insurance plans. • Generous paid time off, including vacation and sick days. • Flexible remote work environment, offering work-life balance. • Opportunities for professional development and continuous learning, including certification support. • Access to cutting-edge tools and technologies. • Supportive team culture with regular virtual team events and collaboration. • Contribution to a Registered Retirement Savings Plan (RRSP). • Employee assistance program for personal and professional support. How to Apply If you are eager to leverage your technical expertise in a dynamic remote role and contribute to a company that values innovation and client success, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this position. We look forward to reviewing your application and potentially welcoming you to the Strype IT team! Apply tot his job