Senior Support Specialist Level 3

Our client is a Canadian Based MSP (Managed Service Provider). They provide IT and Network support services to a wide range of mid-sized companies. This senior role offers work from home options, competitive salary, growth opportunities and the chance to work with a dynamic and growing team of international IT professionals.

As a Senior Support Specialist, you play an integral role in the business, acting as the point of escalation for the team of technicians and not being afraid to roll up your sleeves and dive into the work. This role requires working closely (both remotely and on-site) with our valued clients on a day-to-day basis, using your analytical problem-solving skills to cater innovative solutions to their needs.

Key Responsibilities:

• Provide timely IT support relating to various technical issues involving (but not limited to) Office 365, SharePoint, Azure and Intune, line of business applications, networking equipment, VPN (hardware and software), VMware, Datto, and different server environments

• Acting as a point of escalation for the technical team

• Making recommendations based on your knowledge and experience

• Support services for Microsoft-related technologies: Windows Server, Exchange, SQL, SharePoint etc.

• Implement and support disaster recovery solutions

• Technical services and support at the network level: WAN and LAN connectivity, VLAN configuration and troubleshooting, routers, firewalls and security

• Remote access solution implementation and support: VPN, Terminal Services, and RDS

• Keep up-to-date documentation for clients in our documentation system

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages

• Effectively communicate complex terminology into easy-to-understand language for clients

• Enter all work as service tickets in our ticketing system (ConnectWise)

• Engineering solutions to fit clients business needs

• Pre-sales support for account managers (scoping, advising on recommended solutions, etc.)

• Other duties as assigned

Qualifications:

• Minimum 3-5 years of Managed Services Provider (MSP) experience or experience in a similar role

• 2+ years working in a Network Admin or Network support capacity

• 3+ years experience as a Tier 2 Technician

• Understand networking and systems administration (CCNA, CMPTI A+, network considered an asset)

• Experience with Windows OS

• Experience in OSX considered an asset

• Degree in Computer Information Systems or related field considered an asset

• Strong interpersonal skills including written and verbal

• Ability to problem solve and provide solutions

Required Skills:

• Takes ownership of tasks and follows through to ensure complete resolution

• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

• Ability to pay close attention to detail while performing technically detailed tasks

• Ability to deal effectively with stressful situations

• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

• Ability to provide accurate time estimates for how long a task will take

• Understands that the success of individuals is measured by the success of their teams

• Ability to quickly learn new technologies through the use of self-study materials and intuition

• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)

• Enjoys sharing information, supporting others, and working on a team to achieve team goals

• On-going self-training to preserve professional viability is a must

• Solid English both written and spoken

• Current model PC (to be specified)

• High speed internet access and backup

• Suitable office space for work-from-home

General Summary:

Concert8 is a Canadian based BPO with our primary operations located in Manila. We have a history going back over 15 years in outsourcing and serve a wide range of clients across multiple industries. Our teams range from customer service, SAAS support, accounting, VAs, IT support and development and more. Our focus is on bringing the highest level of professional talent to our customers and providing our team members with options for flexible working situations.

With aging workforces across North America and Europe, the need for outsourcing and remote workers is growing faster than ever. We are looking for an experienced, dynamic Business Development professional who is ready to use their talent to help take our sales team to the next level with the ability to earn very competitive commissions in the process.

The focus of this role is business development and new client acquisition. This involves end-to-end management of the sales process from selecting target markets, prospecting, Lead generation, first contact, appointment setting and closing new business. It also involves working with and leading our internal sales teams and lead generators to maximize your pool of incoming opportunities.

Ideally you bring experience in the BPO space or related area with a proven history in sales and business development as well as a clear understanding of the latest sales and prospecting tools.

Key Responsibilities:

• Build end-to-end sales and business-development plans
• Identify and contact prospective clients in an assigned target market.
• Conduct initial discovery exercises with prospective clients to understand user requirements.
• Deliver powerful and impactful presentations alone and with the larger sales team
• Maintain consistent activity and sales funnel while meeting and exceeding sales targets
• Other functions relating to lead generation and market penetration including targeted outbound activities.
• Assist with new client onboarding and setup
• Develop programs for, and leverage internal resources, including inside-sales teams to develop prospecting, appointment setting and funnel management
• Attend networking events, trade shows etc.
• Interface with Marketing teams to develop specific advertising, communications, promotions, social and other tools.
• Reporting to the President and working as an integral member of our Senior Management team.

Personal Qualifications

• Strong sales focus with excellent English both written and spoken.
• Comfortable communicating with customers and teammates in a clear and persuasive way.
• Ability to communicate with clients at all levels from front line to C-suite.
• Takes ownership of tasks and follows through to ensure complete resolution.
• An entrepreneurial attitude -always looking for new opportunities and new ways to grow the team and business.
• Takes a personal interest in, and responsibility for, the quality of work you perform.
• Enjoys sharing information, supporting others, and working on a team to achieve team goals.
• Motivated to deliver, meet sales targets and earn top commissions.

Experience and Technical Qualifications

• 3+ years sales and business development experience in BPO or related area.
• Specific sales experience and training.
• Post secondary degree in business or related field is a strong asset.
• Current model PC, headset and equipment
• High speed internet access and backup
• Suitable office space for work-from-home

About the job HR Officer

Concert8 is a dynamic outsourcing company specializing in back-office functions such as customer service and technical support. We pride ourselves on providing exceptional service to our clients while fostering a positive and inclusive work environment. We are currently seeking a highly motivated HR Officer to join our team.

Role Summary:

The HR Officer will support the HR department with various administrative tasks while managing the company's social media presence. The ideal candidate will have a strong background in HR support and be skilled in creating engaging content for social media platforms.

Key Responsibilities:

• Assist with day-to-day HR operations, including onboarding, employee records management, and responding to employee inquiries.

• Manage and maintain HR databases, ensuring accuracy and confidentiality.

• Coordinate recruitment activities, including posting job advertisements, screening resumes, and scheduling interviews.

• Support the development and implementation of HR policies and procedures.

• Manage the company's social media pages (e.g., LinkedIn, Facebook, Twitter, Instagram) to enhance employer branding and engage with current and potential employees and clients.

• Create, schedule, and publish content across social media platforms, ensuring consistency with the company's voice and branding.

• Monitor social media trends and analytics to measure the effectiveness of campaigns and make data-driven recommendations.

• Assist in organizing company events, employee engagement activities, and training sessions.

• Prepare HR-related reports and presentations as needed.

• Collaborate with other departments to ensure cohesive communication and promotion of company initiatives.

Qualifications:

• Bachelors degree in Human Resources, Business Administration, Communications, or a related field.

• 2 years proven experience as an HR Assistant/HR Generalist/HR Officer

• Demonstrated experience in managing social media accounts for a business or organization.

• Strong understanding of social media platforms, trends, and best practices.

• Excellent written and verbal communication skills.

• Proficient in Microsoft Office Suite and HR software (e.g., HRIS systems).

• Highly organized with strong attention to detail and the ability to handle multiple tasks simultaneously.

• Ability to maintain confidentiality and handle sensitive information with discretion.

• Creative thinking and problem-solving skills.

Required Skills:

• HR Administration

• Recruitment coordination

• Social Media Management

• Communication Skills

• Tech- savvy

• Organizational Skills

Other (not required, but a plus):

• Experience with graphic design tools (e.g., Canva, Adobe Creative Suite).

• Knowledge of SEO and content marketing strategies.