Technical Support Specialist

Rock Solid Computer Services delivers fully managed IT services to a growing number of organizations across Sudbury and Northern Ontario. We help our clients stay productive, secure, and focused on running their businesses, and we have a lot of fun doing it.

We're looking for an experienced Technical Support Specialist to join our frontline support team.

This isn't a project role. It isn't a role where you'll disappear into a server room for days at a time. Instead, you'll be the person helping clients solve the technology challenges that interrupt their day, whether that's a Microsoft 365 issue, an unruly printer, a networking problem, or a workstation that has suddenly decided today is the perfect day to misbehave.

You'll spend most of your time working on incident and service tickets, collaborating with teammates, troubleshooting problems, and helping both clients and colleagues find practical solutions. You'll also serve as a trusted resource for the rest of the team, sharing knowledge and helping tackle the more challenging issues that occasionally land in the queue.

What You'll Be Doing

• Resolving day-to-day client technology issues remotely and on-site
• Troubleshooting Windows, Microsoft 365, networking, and business application issues
• Supporting printers, scanners, mobile devices, and other technology commonly found in small and medium-sized businesses
• Investigating and resolving network connectivity and infrastructure issues
• Working from a queue of incidents and service requests with a focus on quality and client satisfaction
• Collaborating with teammates to solve problems and share knowledge
• Using modern RMM, PSA, and support tools to deliver exceptional service

What We're Looking For

• At least four years of hands-on IT support experience (while education is important, it does not count as work experience)
• Experience supporting multiple clients, locations, or environments is considered a strong asset
• Strong troubleshooting skills and a genuine curiosity for finding root causes
• Excellent written and verbal communication skills
• A friendly, professional, and approachable personality
• The ability to explain technical concepts to non-technical people without making their eyes glaze over
• A willingness to mentor, teach, and learn from others

You'll Fit In Here If...

• You enjoy solving a wide variety of problems instead of working on the same thing every day
• You're the person others ask when they're stuck
• You believe great customer service is just as important as technical knowledge
• You enjoy sharing what you've learned and picking up new ideas from others
• You like working with a team that collaborates, debates, laughs, and occasionally communicates using movie quotes and obscure sci-fi references

Business casual attire is required.

A healthy appreciation for science fiction, pop culture, and the occasional technology rabbit hole won't hurt either.

At Rock Solid, we believe the best solutions come from a team that's willing to learn from each other. We hire people who are curious, collaborative, and motivated to help clients succeed. If that sounds like you, we'd love to talk.

Job Types: Full-time, Permanent

Pay: $60,000.00-$70,000.00 per year

Benefits:

• Company pension
• Dental care
• Disability insurance
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care

Application question(s):

• Describe your experience supporting SMB clients.
• Aside from technical abilities, what benefits do you bring to the role, company, and clients?

Experience:

• IT support: 4 years (required)

Work Location: In person