Job Description

CAN\xe2\x80\x99T GET ENOUGH OF THE IT WORLD BUT WANT A CHANGE IN SCENEARY?
Great opportunity to do IT in Tokyo for a great Canadian Company Well, we are looking for someone to join our Technical Service team in Tokyo. We are seeking someone who can have fun while working independently within a team in a fast-paced, ever-so-challenging work environment.
YOUR creativity, energy and attention-to-detail attitude is what we need to augment our growing team of A-list talent.
We are looking for a kickass Technical Support Specialist to join our team.
Our company culture is everything to us, so please look at our core values and see if they speak to you before applying for this position.
It\'s a great time to join our team and grow with us. Idealogical Systems, in business since 1995, is hiring a Technical Support Specialist to help us grow to the next level in either our Toronto or Tokyo office location. Idealogical will consider hiring only the ultimate team player and well-rounded individual, who has the right balance of qualification and personality. We have continuously worked towards giving our employees and clients access to all the tools and benefits of working with a larger firm while maintaining the empathy and nimbleness of a small business. We take pride in what we do, have a few laughs, stay relatively casual, and deliver best-in-class service.
Idealogical\'s head office is located in Toronto, Canada and a brand new office in Tokyo. We are happy to service clients all over the world.
Who are we looking for, you ask? To perform technical tasks, and be the first point of technical contact for clients. To ensure clients have an excellent customer service experience and that their problems are addressed with empathy, professionalism, and within the Idealogical SLA parameters.
WHAT WILL YOU BE DOING
Primary Responsibilities/Essential Responsibilities

• Represent IDEALOGICAL in a positive and professional manner
• Be responsible for a ticket until its completion or until it is formally handed off to another team member
• Communicate with the client verbally first and e-mail second for all changes, questions and requests
• Always maintain a customer service based approach to your work
• Work with all personnel and outside contacts to satisfy clients and achieve company objectives
• Maintain work areas in a clean and organized manner
• Develop plans or make suggestions to reduce rework with the aim of eliminating rework
• Thorough understanding of ConnectWise for service delivery purposes
• Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls
• Enter all work (internal and well as customer related) as activities or service tickets into ConnectWise on a daily basis

Additional Duties and Responsibilities:

• Liaise with vendors to oversee installation, resolve adaptation issues, and support of new technologies
• Identify, recommend, develop and implement training to increase staff competency and self-sufficiency
• Understand the Idealogical Playbooks and what is in and out of agreement
• Participate in required meetings

WHAT YOU BRING TO THE TABLE
Qualifications and Skill Requirements:

• College diploma or university degree
  
  • Microsoft Certified Professional MCP
  • Annual renewal/updating of technical certifications where updates are available and at the direction of Technical Services Manager
  • Exceptional knowledge of computer hardware, including IBM, Lenovo, Fortinet Firewalls. Apple and Storage Craft solution experience a plus.
  • Deep-seated experience with desktop operating systems, including all Microsoft solutions.
  • Empathy
  • Extensive application support experience with ConnectWise
  • Strong understanding of the organization\xe2\x80\x99s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language to non-technical staff and end users.
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

WHAT CAN YOU DO TO TRAVEL TO JAPAN Once you pass the probationary period, you can travel to Tokyo. And all we ask of you is to pass our probationary period and immerse yourself in our company culture.
And at Idealogical, we will ensure your transition to Tokyo runs smoothly with the help of our Tokyo Office Manager. They will provide you guidance and direction on setting up some key amenities. Speak with us to see how we can further assist you!
For you to do IT with us in Japan, you must:

• Be a Canadian Citizen or Valid Permanent Residency (Minimum 3 years)
• Live in Canada when you apply, and
• Have a valid Canadian passport

WHAT CAN YOU EXPECT OF US By joining Idealogical, you will work with some of the industry\'s brightest and most experienced people in an environment where you are challenged to be the best in everything you do. Idealogical is where you can grow and develop your career in a meaningful way.
We have folks that have been with us for 5 years, 10 years, 15 years and 28 years. Our team members rarely leave us.
Our team is everything to us and we take care of our people like we expect you to care for our clients. We foster sustainable growth, good health and overall well-being and strive hard to make you feel heard, helped, and happy.
How we make you feel heard?

• Anonymous feedback system led by the president to make continuous changes and improvements to solidify our already strong company culture.
• Recognition for being a team player reflected in weekly monetary wins in the form of peer praises.

How we make you feel helped?

• Paid training and education days to help you fill your knowledge gap.
• We invest heavily in helping our people acquire skills dictated by the IT industry and pay for your professional certifications.
• An organization-wide group of people who looks out for you and goes above and beyond to help each other succeed.

How we make you feel happy?

• Competitive base salary.
• Competitive performance-based bonus plan.
• 3-week vacation to start.
• 6 personal days for those uninvited sicknesses, personal commitments (for example, unscheduled school closures), or just \'I don\'t feel like working today\' days.
• 3 Covid-19 Recovery days to help you reset and recover from the virus.

If you have made it this far on the page, it tells us you are interested in working with us, and we would love to hear from you!