Job Title: Technical Support LeadLocation:& CANADASalary:& CAD 85,000 - CAD 95,000Company OverviewWe are a prominent Managed Service Provider (MSP) with a focus on delivering comprehensive IT solutions, including specialized SAP support services. Our dedication to high-caliber customer engagement and advanced technical capabilities positions us as a go-to partner for businesses seeking to optimize their IT frameworks.Job SummaryWe are in search of a highly skilled Technical Support Lead to oversee our technical support team. The successful candidate will be instrumental in guiding the team towards exceptional service delivery, ensuring rapid problem resolution for our clients, and upholding best practices within our SAP and IT support services. Fluency in both French and English is a non-negotiable requirement due to our multilingual client base.Key Responsibilities

• Team Leadership and Mentorship:& Direct the technical support team in troubleshooting protocols, providing guidance on complex technical issues, and fostering a culture of excellence and efficiency.
• Advanced Escalation Management:& Serve as the primary resolver for escalated support cases, utilizing advanced diagnostic tools and methodologies to troubleshoot and resolve technical challenges.
• Client Engagement:& Drive effective communication with clients, ensuring that technical recommendations and solutions are understood and aligned with client expectations.
• Network Troubleshooting:& Diagnose networking issues with proficiency in tools such as ICMP (ping) and traceroute, including analysis of network latency and packet loss.
• O365 Administration and Security:& Manage Office 365 environments, including user migrations, security assessments, and compliance checks; implement best practices for cloud-based resource management.
• SAP Infrastructure Expertise:& Leverage in-depth knowledge of SAP architecture, particularly within HANA and Business One ecosystems, to support client environments and troubleshoot system issues.
• HANA Deployment and Management:& Oversee the deployment of HANA instances, conduct performance analytics, and troubleshoot performance bottlenecks, ensuring optimal system functionality.
• HANA Studio and Backup Procedures:& Manage operations within HANA Studio, ensuring effective development and quality assurance processes; implement robust backup and recovery strategies for HANA databases.
• Office 365 Integration:& Facilitate seamless integration of Office 365 with on-premises network infrastructures and ensure compliance with security policies.
• Azure Active Directory Governance:& Develop a comprehensive understanding of Azure Active Directory, including role-based access control (RBAC), conditional access policies, and security protocols necessary to protect client data.
• Continuous Improvement Initiatives:& Participate in training and development sessions to enhance team performance and implement industry best practices in support methodologies.

Required Skills and Qualifications

• Bilingual Proficiency:& Fluency in both English and French is essential for effective client interaction.
• Technical and Empathetic Communication:& Exceptional communication skills that bridge technical information to non-technical users while maintaining an empathetic approach.
• Network Troubleshooting Experience:& Proven expertise in diagnosing and resolving network connectivity issues.
• Office 365 Proficiency:& Extensive experience in managing Office 365 environments and demonstrating a deep understanding of associated security protocols and challenges.
• Technical Helpdesk Experience:& Previous roles in technical support with a strong track record of escalated case resolution.
• Motivation and Leadership:& Self-motivated with a clear commitment to exceeding performance benchmarks and leading the team towards success.
• SAP Infrastructure Knowledge:& Strong expertise in SAP systems, particularly in HANA and Business One, along with corresponding support and configuration.
• HANA Deployment Skills:& Demonstrated ability in planning and executing HANA deployments; capable of performing performance analytics tailored to client requirements.
• HANA Studio Familiarity:& Experience with HANA Studio, including development tracking, troubleshooting, and backup management.
• Azure Active Directory Insights:& In-depth knowledge of Azure AD configuration and security policy implementations.

What We Offer

• Competitive Salary:& Wage range from CAD 85,000 - CAD 95,000, commensurate with experience and qualifications.
• Comprehensive Benefits:& An extensive benefits package that includes medical, dental, and standard compensation.
• Vacation Policy:& Flexible vacation entitlements ranging from 2 to 3 weeks based on candidate experience.
• Performance-Based Annual Bonus:& Opportunity to participate in an annual bonus plan aligned with individual and company performance.
• Equity Opportunities:& Eligibility for stock options after one year of employment for top-performing candidates.