Company Overview:

Join the dynamic team at ActiveCo Technology Management, a leader in reshaping IT Management since 1999. We pride ourselves on using innovative techniques to deliver outstanding support services to small and medium-sized businesses across North America. At ActiveCo, we foster an exceptional culture to embrace diversity and create an inclusive and collaborative work environment. We believe in working hard, having fun, strategizing nonstop, and never giving up.

The IT Support Technician – Level 2 plays a crucial role as the primary point of contact for escalated technical issues. Demonstrating advanced communication skills and maintaining composure under pressure are essential when handling complex problems or liaising with other teams. Success in this position is marked by your capacity to seamlessly adapt to changes, maintain clarity in communication, and collaborate effectively within a dynamic technical support environment

Responsibilities:

1. Customer Service Excellence:
• Provide top-notch customer service by addressing and resolving IT issues promptly.
• Communicate effectively with end-users to understand and troubleshoot technical problems.
2. Technical Support:
• Diagnose and resolve hardware, software, and network issues.
• Collaborate with team members to ensure timely and efficient problem resolution.
• Provide hands-on technical support for deployments, migrations, and critical system repairs at client locations
• Lead the deployment of complex infrastructure and application projects, ensuring alignment with project timelines, system requirements, and business goals.
• Troubleshoot and resolve escalated technical issues during deployment, ensuring minimal downtime and system integrity.
3. Documentation:
• Maintain accurate records of support requests, troubleshooting steps, and resolutions.
• Contribute to knowledge base articles for continuous improvement.
4. Team Collaboration:
• Work collaboratively with cross-functional teams to contribute to IT projects.
• Participate in regular team meetings to share insights and best practices.
• Provide technical expertise and mentorship to Tier 1 and Tier 2 teams during project rollouts and escalations.

Qualifications:

• 5+ years minimum experience providing end-user support.
• Strong understanding of desktop and laptop hardware
• Strong understanding of Windows 10
• Strong Understanding of Microsoft Office application support
• Hands-on experience with products such as:
• Microsoft Azure
• Microsoft Intune

• Hands-on server administration experience
• Strong communication (ie. IELTS/CELPIP CLB level 9 or higher) and collaboration skills. Exceptional skills in these areas is required to perform the duties of this role

• Strong customer service orientation with excellent communication skills.
• Technical proficiency in troubleshooting hardware, software, and network issues.
• Willing and able to learn, improvise, to craft solutions, typically by integrating available components.
• Diploma or degree in Information Technology or related field.
• Detail-oriented with exceptional organizational skills.

What We Offer:

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional growth and development
• Inclusive and collaborative work environment

• On-site parking

Salary :

CAD 55,000 - 70,000

Information for Applicants:

Upon receipt of your application, you will be sent a link to complete a PI Survey, this needs to be completed to be considered for the position.

At ActiveCo Technology Management, we embrace diversity and strive to create an inclusive and collaborative work environment. We believe in Extreme Ownership, Passion, Teamwork, Continuous Improvement, Honesty & Integrity, Diligence, and Excellence as our Core Values.

If you're passionate about delivering exceptional service and want to work with a company that shares your values, please apply today.