Support Specialist

About Terra Dygital
Terra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider.

Join our dynamic and rapidly growing team, where you will collaborate with top‑notch professionals, work with the latest technologies, and play a crucial role in our clients’ success, all while enjoying significant opportunities for personal and professional growth.

About this Role
As a Support Specialist, your expertise in problem‑solving is matched by your dedication to providing outstanding customer service to clients and fellow technicians. You are recognized for your exceptional customer support, proficient multitasking abilities, and your composed proficiency in managing urgent scenarios. Under the guidance of the Tech Operations and Client Relations Manager, the Support Specialist is responsible for troubleshooting and resolving client issues.

Your role demands excellent communication skills and a commitment to delivering superior client service.

Key Responsibilities

Support clients with technical issues involving Microsoft’s core business applications and operating systems

Support backup, disaster recovery, and business continuity solutions

Assist new clients with onboarding and training

Review project metrics to ensure service standards are met (ticket closures, utilization, response time, resolution time, CSAT, etc.)

Provide support services for Microsoft and Cloud related technologies

Provide technical services and support forIANT client networks

Provide remote access solution implementation and support

Maintain project and client documentation

Communicate with clients as required including keeping them informed of incident progress, notifying them of impending changes, or agreed outages

Participates in regular team and client meetings

Maintain a deep knowledge of technology products and services applicable to our clients and the industry in which they operate

Provide support and guidance to more junior team members

Skills and Knowledge

ύ   Strong understanding of operating systems, business applications, printing systems, and network systems
74

Excellent interpersonal andাবে communication skills
21

Ability to diagnose and troubleshoot technical issues
83

Mac proficiency preferred

Ability to lead, motivate, and encourage team members

Service awareness of the client's key IT services for which support is being provided
90

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-moving environment

Willingness to participate in an on‑call rotation, providing timely support outside regular hours when required

Education and Experience

Industry IT

Certifications:

Microsoft O365/Azure Role‑based certification (or legacy equivalents)

2+ years’ experience working for an MSP or related company, an asset

Experience working for an MSP or related company preferred

Compensation and Additional Perks

Competitive Compensation based on Skill set and experience can range between $55,000 - $75,000

Comprehensive benefits package and time off policies

Short Term Incentive Plansullivan

Company laptop

Cellphone allowance

Commuting/Fitness Allowance

Great environment & culture!

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