Job Description

Supercharge your career at Nucleus Networks!
What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow. We are one of BC’s top 5 Best Workplaces and a top 5 Finalist for BC’s Best Company, we pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.
We are a team of over 80 experienced IT Professionals focused on providing industry leading IT Services to clients across Canada. With offices located in Vancouver and Toronto, Nucleus has adopted a hybrid work model, allowing the majority of roles to work from anywhere as we have employees based all around the world.
For back to back years we’ve been recognized as one of BC’s Best Workplaces. We’ve also been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our CEO is a Top 40 under 40 award winner and multiple members of our leadership team have been recognized as top experts in the industry.
Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and to help us get there!
Role Summary:Your middle name is trouble-shooter. You love problem solving and helping clients resolve their issues. You possess excellent communication skills and have a passion for exceptional client service. Your claim to fame is handling client incidents, putting out fires, and providing an exceptional client experience.
Overall Responsibilities, General Tasks and Duties:

• IT Support relating to technical issues involving Microsoft’s core business applications and Operating Systems
• IT Support relating to technical issues involving Apple’s core business applications and Operating Systems
• Support services for Microsoft related technologies: Microsoft 365, Windows Server, Office Productivity, and common 3rd party applications
• Support services for virtualization technologies such as VMware and Hyper-V
• Network support and troubleshooting: Wi-Fi, Switches, Firewalls, etc.
• Remote access solution support: VPN and Remote Desktop Services
• Created and Maintain client documentation
• Communication with clients: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services
• Participate in regular meetings with the support teams
• Identify client trends and escalate those as needed

• Industry IT Certifications: Microsoft MCP, MCSA, MCSE, MCITP, Cisco CCNA, or VMware VCP
• ITIL knowledge/experience would be considered an asset working for an MSP company preferred or relevant work experience
• You have 2+ yrs experience minimum
• Advanced understanding of operating systems, business applications, printing systems and network systems
• Interpersonal skills: telephone skills, communication skills, active listening and customer-care
• Ability to diagnosis and troubleshoot technical issues
• Ability to multi-task and adapt to changes quickly
• Mac proficiency preferred
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Team player!

• An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
• Hybrid (on-site and remote) Environment
• Monthly Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
• EPIC customer service – to our external clients and internally to our colleagues
• Competitive Salary & Benefits
• Birthday's Off!