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About the Role

The Technical Support Specialist handles escalations, resolves complex networking issues, and provides advanced technical support. This role enhances your skillset and advances your career in IT support by working with the senior escalations team. You will focus on resolving IT issues using ticket management processes, contributing to training and documentation, and delivering exceptional customer service to clients within the Greater Toronto Area.

Responsibilities

Act as escalation point for complex incidents, coordinating with teams and vendors for swift resolution both remotely and occasionally on site.
Document root causes and post-incident reports to prevent recurrence and inform stakeholders.
Participate in on-call rotation to support customer service excellence.
Manage the support ticket queue — prioritize, track, and resolve hardware, software, and network issues.
Analyze ticket trends to identify recurring problems and implement proactive solutions.
Provide Tier 2 support to team members to seek a swift resolution for clients.
Deliver professional, empathetic support with clear communication to technical and non-technical users.
Manage expectations with accurate timelines and proactive updates; gather feedback to improve service.

Requirements

Proven experience (3+ years) in a Tier II or equivalent technical support role, preferably within the IT services industry.
Strong technical knowledge and experience in networking, endpoint and server hardware, systems administration, or related areas.
Proficiency in troubleshooting complex IT issues and implementing effective solutions.
Familiarity with ticketing systems and IT service management best practices.
Excellent communication and interpersonal skills, with the ability to interact professionally with clients and team members.
Strong problem-solving and analytical abilities, with attention to detail.
You embody: We Do What We Say – Follow through and close loops.
You embody: We Own the Outcome – No excuses; solve root problems.
You embody: We Stay Curious – Continuously improve and learn.

Skills

Excellent English communication skills, with the ability to translate technical data into user-friendly language.
Networking
Endpoint and server hardware
Systems administration
Troubleshooting complex IT issues
Ticketing systems
IT service management best practices
Problem-solving
Analytical abilities

Location

Greater Toronto Area

Work Type

Hybrid work environment (3 days per week in office)

Experience Level

Intermediate-level expertise
3+ years

Education Level

Certifications such as Microsoft MCSA/MCSE, CompTIA Network+, CCNA, AZ-104, AZ900, MD-102 or equivalent are advantageous.
ITIL certification is desirable.

Salary/Compensations

$55,000 - $65,000

Benefits

Comprehensive health and benefits

About the Company

Tenom Technologies is a national IT managed services provider delivering cost-efficient, high-quality technology solutions to clients across Canada.
We're in an exciting growth phase — scaling our operations, maturing our processes, and expanding our reach, all while staying focused on the long-term value we bring to our clients.
Our success is built on strong, trusted client relationships, deep technical expertise, and a genuine commitment to first-class client care.
As we grow, we're looking for people who share that same commitment and want to help shape what comes next.