Overview
We are seeking an IT Support Specialist (Tier 2) to join our team at Cecconi Simone, an international, multi-disciplined interior design firm with a highly collaborative culture. We have a strong mentorship approach to promote fresh thinking and sharing of knowledge. The company is planning to migrate portions of its on-premises infrastructure to the cloud, and we are looking for a candidate who has prior exposure to cloud migration initiatives.
Role and Responsibilities
This role acts as the key escalation point while still maintaining hands-on involvement with end-user support, infrastructure and IT operations and requires a balance of strong technical expertise and exceptional soft skills including tenacity, customer service, empathy, and the ability to operate effectively under pressure.
Key Responsibilities
- Serve as the primary point of contact for management and employees seeking technical assistance via phone, email, ticketing systems, or in person.
- Assist with user onboarding and offboarding, ensuring proper access, device setup, and security compliance.
- Diagnose, research, and resolve Tier 2 technical hardware and software issues.
- Provide clear guidance and solutions to users while maintaining a high level of customer satisfaction.
- Escalate complex issues to Tier 3 support or vendors as needed, while retaining ownership through to resolution.
- Identify, report and escalate critical incidents requiring urgent attention.
- Own and maintain documentation related to asset tracking, processes, systems, and knowledge base articles.
- Work with hardware and software vendors and internal stakeholders to support training initiatives and system improvements.
- Other duties as assigned.
Position Requirements
- Associate degree with 2+ years in Tier 2 position required.
- Hands-on experience with Microsoft 365 / Microsoft Entra ID.
- Experience with Microsoft Intune & Autopilot.
- Proficient with Manage Engine Service Desk Plus experience.
- Proficient with Zoho Remote Access Plus.
- Experience with Jamf/Kandji/Apple Business Manager.
- Excellent Asset Management skills using CMDB tools.
- Good knowledge of AutoCAD, Revit, Adobe Creative Cloud and Bluebeam.
- Experience in Interior Design Industry a plus.
- Demonstrate an eagerness to learn.
- Possess attention to detail and follow-through.
- Must be comfortable with multi-tasking and able to organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
- High level of professionalism and ability to maintain confidentiality.
Working Location
This role is a Monday-Friday full-time in-office position. After-hours remote ticket monitoring for urgent issues, as well as occasional weekend availability, is required in the event of critical or emergency IT issues.
Pay: $60,000.00-$75,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
Ability to commute/relocate:
- Toronto, ON M6P 1Y3: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Hands-on experience with Microsoft 365 / Microsoft Entra ID
- Proficient with Manage Engine Service Desk Plus
- Please send Cover Letter and Resume in the same downloadable PDF
Experience:
- Tier 2: 2 years (preferred)
Licence/Certification:
Work Location: In person
