Technical Support Specialist - Tier II.

Tenom Technologies (www.tenom.ca) 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.

• 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.
• Participation 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.

• Excellent English communication skills, with the ability to translate technical data into user-friendly language.
• 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.
• Certifications such as Microsoft MCSA/MCSE, CompTIA Network+, CCNA, AZ-104, AZ900, MD-102 or equivalent are advantageous.
• ITIL certification is desirable.

• We Do What We Say – Follow through and close loops
• We Own the Outcome – No excuses; solve root problems
• We Stay Curious – Continuously improve and learn

• Competitive Base Salary ($55,000 - $65,000)
• Comprehensive health and benefits
• Hybrid work environment (3 days per week in office)