Company Description Epic, a Bell MTS company, is a Winnipeg-based ICT leader established in 1995 and recognized as a world-class IT consulting and professional services organization. The team of over 100 Manitoba IT professionals holds more than 400 certifications, reflecting a strong commitment to technical excellence and client success. Epic partners with leading technology companies to deliver consulting, managed services, cloud solutions, project services, and “best of breed” resale and support. The organization continually invests in its people through training, industry summits, and access to cutting-edge technologies in partner-sponsored labs. Operating from a state-of-the-art data centre and its own network, Epic serves the Manitoba and Canadian business community with innovative, high-quality ICT solutions. Role Description The Senior ICT Customer Support role is a full-time hybrid position based in Winnipeg, MB, with flexibility for some work from home. This role is responsible for providing advanced technical support to customers, troubleshooting complex ICT issues, and ensuring timely resolution in line with service level expectations. The Senior ICT Customer Support professional will manage escalated support cases, collaborate with internal technical teams and partners, and document solutions and best practices. Day-to-day activities include monitoring system performance, responding to support requests via multiple channels, and guiding customers through configuration, deployment, and maintenance of ICT solutions. The role also involves contributing to knowledge-base content, mentoring junior team members, and helping drive continuous improvements in customer experience and support processes. Qualifications Strong customer-facing skills, including Customer Support and Customer Satisfaction, with a focus on building positive and lasting client relationships. Excellent Interpersonal Skills, including clear communication, active listening, and the ability to work effectively with diverse teams and stakeholders. Advanced Technical Support capabilities, with hands-on experience diagnosing and resolving ICT-related issues in complex environments. Solid Analytical Skills to assess problems, interpret technical data, and recommend effective solutions and improvements. Experience in ICT service delivery or managed services environments, ideally within networking, cloud, or data centre operations. Ability to prioritize and manage multiple support cases, meet deadlines, and work independently in a hybrid setting. Familiarity with ticketing systems, remote support tools, and standard IT service management practices (e.g., ITIL) is an asset. Relevant post-secondary education in Information Technology, Computer Science, or a related field, or equivalent work experience. Industry certifications (such as CompTIA, Microsoft, Cisco, or similar) are considered a strong advantage.