Technical Support Specialist - Tier III
Top Benefits
About the role
About the Organization
Tenom Technologies (www.tenom.ca [https://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.
Why This Role Exists
The Technical Support Specialist (Tier 3) plays a crucial role in handling escalations, addressing complex networking issues and providing advance technical support. This role requires someone with intermediate-level expertise to work alongside our senior escalations team, which will enhance your skillset and advance your career in IT support. Additionally, this shift type for this role is evenings and weekends, Monday to Friday. This role will primarily focus on resolving IT issues using ticket management processes while also contributing to training and documentation initiatives. This role drives value by delivering exceptional customer service, promoting knowledge sharing, and maintaining a commitment to continuous improvement across all Tenom clients within the region.
Who We Need - Key Responsibilities
Escalation Handling and Incident Resolution
- Act as escalation point from Tier I/II complex incidents, coordinating with teams and vendors for swift resolution.
- Document root causes and post-incident reports to prevent recurrence and inform stakeholders.
- Troubleshoot and resolve complex technical issues, providing clear guidance where immediate resolution is not possible.
- Support overnight projects such as server migrations, resets, etc...
Ticket Management and IT Issue Resolution
- 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 3 support to team members to seek a swift resolution for clients.
Customer Service Excellence
- 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.
What You Need
- Excellent English communication skills, with the ability to translate technical data into user-friendly language.
- Post-Secondary Education including a Bachelor's degree in a relevant field; additional technical certifications or advanced degrees are a plus.
- Proven experience (3+ years) in a Tier III or equivalent technical support role, preferably within the IT services industry.
- Strong technical knowledge and experience in networking, 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 AZ-304/305, SC-200, MS-102, SC900/200 ideal.
- Experience working with Microsoft 365, Azure, Intune/Endpoint Management, etc.
- ITIL certification is desirable.
Core Values Alignment
You embody:
- 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
What We Offer
- Competitive Base Salary
- Comprehensive health and benefits
Not the right fit? Search for Technical Support Specialist jobs in Winnipeg, Manitoba, Canada
About Tenom Technologies Inc
Technology is essential to modern organizations, but as environments scale, complexity increases. Without clear direction and oversight, that complexity can introduce risk, distraction, and uncertainty for the teams who depend on technology every day.
Tenom helps organizations maintain control by bringing structure, stability, and intention to their technology. We take a measured approach - focusing on building, managing, and sustaining systems that perform reliably over time - so teams can stay focused on their priorities without being burdened by IT challenges.
By bringing together multiple trusted technology organizations under one banner, Tenom pairs deep experience with expanded reach and shared purpose. Our clients benefit from broader capabilities and resources while continuing to receive the consistent, thoughtful service they value. We believe technology should enable people, not overwhelm them. When systems are deliberately designed, reinforced, and carefully managed, organizations operate with greater confidence, reduced friction, and clearer direction.
Our commitment is simple: we take responsibility for complexity behind the scenes, so our clients can move forward knowing their technology is handled.
Similar Jobs
Technical Support Specialist - Tier III
Top Benefits
About the role
About the Organization
Tenom Technologies (www.tenom.ca [https://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.
Why This Role Exists
The Technical Support Specialist (Tier 3) plays a crucial role in handling escalations, addressing complex networking issues and providing advance technical support. This role requires someone with intermediate-level expertise to work alongside our senior escalations team, which will enhance your skillset and advance your career in IT support. Additionally, this shift type for this role is evenings and weekends, Monday to Friday. This role will primarily focus on resolving IT issues using ticket management processes while also contributing to training and documentation initiatives. This role drives value by delivering exceptional customer service, promoting knowledge sharing, and maintaining a commitment to continuous improvement across all Tenom clients within the region.
Who We Need - Key Responsibilities
Escalation Handling and Incident Resolution
- Act as escalation point from Tier I/II complex incidents, coordinating with teams and vendors for swift resolution.
- Document root causes and post-incident reports to prevent recurrence and inform stakeholders.
- Troubleshoot and resolve complex technical issues, providing clear guidance where immediate resolution is not possible.
- Support overnight projects such as server migrations, resets, etc...
Ticket Management and IT Issue Resolution
- 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 3 support to team members to seek a swift resolution for clients.
Customer Service Excellence
- 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.
What You Need
- Excellent English communication skills, with the ability to translate technical data into user-friendly language.
- Post-Secondary Education including a Bachelor's degree in a relevant field; additional technical certifications or advanced degrees are a plus.
- Proven experience (3+ years) in a Tier III or equivalent technical support role, preferably within the IT services industry.
- Strong technical knowledge and experience in networking, 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 AZ-304/305, SC-200, MS-102, SC900/200 ideal.
- Experience working with Microsoft 365, Azure, Intune/Endpoint Management, etc.
- ITIL certification is desirable.
Core Values Alignment
You embody:
- 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
What We Offer
- Competitive Base Salary
- Comprehensive health and benefits
Not the right fit? Search for Technical Support Specialist jobs in Winnipeg, Manitoba, Canada
About Tenom Technologies Inc
Technology is essential to modern organizations, but as environments scale, complexity increases. Without clear direction and oversight, that complexity can introduce risk, distraction, and uncertainty for the teams who depend on technology every day.
Tenom helps organizations maintain control by bringing structure, stability, and intention to their technology. We take a measured approach - focusing on building, managing, and sustaining systems that perform reliably over time - so teams can stay focused on their priorities without being burdened by IT challenges.
By bringing together multiple trusted technology organizations under one banner, Tenom pairs deep experience with expanded reach and shared purpose. Our clients benefit from broader capabilities and resources while continuing to receive the consistent, thoughtful service they value. We believe technology should enable people, not overwhelm them. When systems are deliberately designed, reinforced, and carefully managed, organizations operate with greater confidence, reduced friction, and clearer direction.
Our commitment is simple: we take responsibility for complexity behind the scenes, so our clients can move forward knowing their technology is handled.