IT Helpdesk Tier 3 Support Specialist at Sourcefit

We are currently seeking an experienced IT Helpdesk Tier 3 Support Specialist to join our team. The successful candidate will be responsible for monitoring the support queue, evaluating incidents, and ensuring their appropriate prioritization and assignment. The role involves managing the support inbox, collaboration workspaces, databases, applications, servers, and network ecosystems. The Help Desk Tier 3 Support Specialist will also maintain test environments, development spaces, and provide proactive support through event management and monitoring activities.

What’s in it for you?

• Health Insurance (HMO)
• Competitive Salary
• Expanded maternity leave up to 120 days
• Allowances
• Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
• Companywide events
• Fun & Relaxed environment

Job Details:

• IT Helpdesk Tier 3 Support Specialist
• Eastwood Libis, QC (Work from Home)
• Work Schedule: Tuesday to Saturday | 7 AM to 4 PM
• Training Schedule: Monday to Friday | 7 PM to 4 AM (4 to 6 weeks)

Responsibilities:

• Monitor the support queue and evaluate the incidents logged, ensuring they are correctly prioritized and assigned to appropriate support resources for the fastest possible resolution.
• Provide feedback on incidents that are missing information or have been mis-assigned, contributing to continuous improvement in the support process.
• Manage and maintain the appropriate databases, applications, servers, or network ecosystems to ensure the stability and performance of the support environment.
• Maintain the support environment for building and maintaining test environments and development spaces, collaborating with other teams as needed.
• Offer proactive support through event management and other monitoring activities, identifying potential issues before they escalate and impact users.
• Collaborate with other support tiers and departments to ensure efficient resolution of incidents and effective knowledge sharing.
• Participate in the development and implementation of IT support policies, procedures, and best practices.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• A minimum of 7 years of experience in a technical support role, with at least 2 years in a Tier 3 support capacity.
• Strong knowledge of IT systems, databases, applications, servers, and network ecosystems.
• Excellent problem-solving and troubleshooting skills.
• ITIL certification or relevant experience in IT service management.
• Exceptional communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical users.
• Strong organizational and time management skills, with the ability to prioritize tasks and work under pressure.
• Detail-oriented and proactive, with a focus on continuous improvement.
• Familiarity with IT support tools and software, such as ticketing systems, remote support tools, and monitoring applications.
• Experience with various operating systems, including Windows, macOS, and Linux.
• Ability to work effectively both independently and as part of a team.
• Outgoing and Energetic with a positive attitude.