IT Support Specialist

About the Job

We are seeking an IT Support Specialist who is passionate about technology and customer service to join our dynamic team. In this role, you will act as key point of contact for our clients, providing technical support and ensuring their IT infrastructure operates smoothly. This is a multi-hat role where you will troubleshoot, configure, and manage a wide range of technologies, from workstations and laptops to network devices and cloud solutions. Your goal is to empower our clients by resolving their technical issues efficiently and maintaining their trust through exceptional service.

Why Join JC Logic?

Join us and become part of a dynamic, growth-oriented team where your contributions are valued and your career is prioritized. Here’s what we offer:

1. Career Growth & Development

   • Major Growth Opportunities: We are committed to helping you advance your career and expand your skill set.
   • Personalized Growth Plans: Work with your manager to create a clear roadmap for your professional development.
   • Continuous Learning: Access to training, certifications, and resources to keep you at the cutting edge of IT.
   • Step-Up Culture: We actively encourage you to take ownership of projects and responsibilities, allowing you to earn more as you grow.

2. Competitive Compensation & Benefits

   • Very Competitive Salary: Your salary is based on your skills and experience, with the opportunity to earn more as you develop and contribute.
   • Group Insurance: Comprehensive health and wellness coverage to support you and your family.
   • Ongoing Training: Invest in your future with our commitment to continuous learning and professional development.

3. Our Unique Team Culture

   • Massive Team, Not Corporate Hierarchy: We operate as collaborative, supportive team where everyone’s contributions matter.
   • No Ceiling on Growth: Your earning potential and career advancement are directly tied to your dedication and results—not limited by rigid structures.  As you grow in your role, so does your earning potential. We believe in rewarding your hard work and ambition.

4. Work-Life Balance & Flexibility

   • Flexible Environment: Work in an environment that balances productivity with your personal well-being.
   • On-Call Rotation: Participate in a fair and manageable on-call rotation that respects your time and work-life balance.

Key Responsibilities

• Client Support: Handle incoming support requests via phone, email, or remote access, resolving technical issues across various technologies, including workstations, laptops, smartphones, servers, and network devices.
• IT Infrastructure Management: Manage, maintain, and support clients’ devices, networks, software, and services, ensuring their entire IT infrastructure is secure and optimized.
• Ticketing System: Document all support activities, updates, and resolutions in our ticketing system to ensure transparency and accountability.
• Proactive Monitoring: Analyze remote monitoring reports to identify risks to system availability, addressing capacity, performance, and security concerns proactively.
• Advanced Entra/M365 Management: Maintain and optimize Identity and Access Management (IAM) systems, with a focus on advanced Microsoft365 and Entra configurations.
• UniFi Network Configuration: Design and manage advanced UniFi networks during on-site visits, ensuring peak performance and security.
• Kaseya Stack Expertise: Utilize the Kaseya stack, including Autotask and Datto RMM, for efficient IT management and monitoring.
• On-Call Rotation: Participate in our after-hours on-call rotation to provide critical support when needed.
• Client Communication: Keep clients informed about the progress and resolution of their requests, building trust and strong relationships.
• Escalation and Collaboration: Escalate issues to management when necessary and collaborate with the team to resolve complex problems.

Requirements

• MSP Experience: Proven experience working in a Managed Services Provider (MSP) environment is a significant asset. You understand the fast-paced, client-centric nature of this role.
• Employment Experience 2-5 years of hands-on experience in IT technical services, ideally within an MSP setting.
• Technical Expertise:
  • Advanced knowledge of Windows 10, Office365, Active Directory, and operating system imaging (installation, migration, configuration, maintenance, administration, and troubleshooting).
  • Strong networking skills, including configuring and managing advanced UniFi networks on-site.
  • Proficiency in the Kaseya stack, specifically Autotask and Datto RMM.
  • Familiarity with Microsoft Teams, spam filtering solutions like Avanan or Proofpoint, and Endpoint Detection and Response (EDR) and Managed Detection and Response (MDR) concepts.
  • Knowledge of iPhone and Android devices, Synology systems, and VoIP.
• Bilingual Requirement: You must be perfectly fluent in French and English, both written and spoken.
• Work Ethic and Skills:
  • Exceptional problem-solving and customer service skills.
  • Ability to manage multiple tasks in a fast-paced environment with shifting priorities.
  • Highly organized, detail-oriented, dependable, and adaptable.
  • A quick learner with a strong initiative and results-oriented mindset.
• Logistics:
  • Valid driver’s license.
  • Reliable transportation required for on-site visits.