Technical Support Specialist

**About Us** Are you ready to move distribution forward? Solutions 2 GO is a premier global distributor of video game products. With operations reaching 19 countries in North, Central and South America, and partnerships that further extend to Europe, Africa, Australia and Asia, Solutions 2 GO represents all publishers in the Canadian market, offers coast-to-coast distribution in the USA and is the exclusive distribution partner for Sony PlayStation in Latin America. Our leadership, processes and partnerships have earned us a reputation as the premier provider of flexible, dynamic distribution solutions for publishers, manufacturers and retailers around the world. We are a remarkable team that delivers remarkable results. Our people help move Solutions 2 GO forward every day, through a shared commitment across every facet of our business. At Solutions 2 GO, we are moving distribution forward. If you are an achiever who is relentless in ensuring that we achieve business results and create a great company culture while doing it, then we’re looking for you! **Scope:** This position will be responsible for supporting all aspects of desktop & network infrastructure within a growing multi-site enterprise environment. This role will require the candidate to own and be accountable for delivering support for both on-site & remote-site users & infrastructure services. This position will assist, work closely, and take day-to-day directions from Senior team members and will report to the IT Team Lead – Operation & Support in Canada. **Duties & Responsibilities:** - Serve as the primary point of contact for local and regional IT technical support, providing bilingual (English & Spanish) assistance as needed - Log, track, and manage all incidents, problems, and service requests using the IT Service Desk system - Respond promptly to support inquiries via in-person assistance, Microsoft Teams, phone, or remote support tools - Escalate high-impact or unresolved issues to the fellow Team members or Team Lead as appropriate - Follow up with end users to ensure full resolution of issues and deliver high-quality, customer-focused service - Install, configure, update, and maintain desktops, laptops, mobile devices, printers, and peripherals according to company standards - Perform routine hardware and software maintenance, including repairs and updates - Maintain and update the IT asset inventory; support deployment, recovery, and tracking of IT equipment - Assist with user onboarding and offboarding tasks including account creation, password resets, and Active Directory administration - Manage user access, permissions, and security configurations to align with company policies - Diagnose and resolve hardware, software, and basic infrastructure/network issues to reduce downtime and maintain performance - Provide basic to intermediate support for network-related tasks, including security protocols, anti-virus software, workstation applications, and performance monitoring - Manage VOIP phone systems and mobile device (cell phone) setups across all locations - Document IT processes, configurations, and troubleshooting procedures for internal use and training - Ensure adherence to company IT policies, processes, and security protocols; report any concerns or non-compliance - Liaise with external vendors for hardware, software, and office technology support - Collaborate with fellow IT team members to resolve complex technical issues and contribute to team projects and initiatives **Skills & Qualifications:** - Bilingual in English and Spanish (preferred) - 2-3 years of experience in end-user support, including hardware configuration and troubleshooting - 2-3 years of experience in network support (e.g., wireless, firewalls, switches, routers, structured cabling) - Experience with IT ticketing systems and incident management - Proficient in supporting Windows OS, Microsoft Office 365, and Active Directory environments - Hands-on experience with remote support tools - Preferred certifications: Microsoft Azure / 365, MCSE, MCP, CompTIA A+, Network+ - Knowledge of virtualization platforms (e.g., VMware, Nutanix) is an asset - Experience with Microsoft SQL Server and Dynamics GP is a plus - Strong interpersonal and communication skills; team-oriented with a customer-first mindset - Excellent problem-solving and troubleshooting skills; able to see issues through to resolution - Self-motivated with strong task prioritization and time management abilities - Quick to learn new technologies and systems - Capable of lifting and transporting IT equipment (computers, servers, peripherals) - Strong skills in documentation and reporting - Willingness to provide on-call support outside regular business hours The successful candidate will receive a conditional offer, contingent upon the successful completion of a background check conducted by our contracted third-party vendor. The specific clearance requirements vary by position and may include one or more of the following: criminal background check, credit check, employment verification, education verification, Solutions 2 GO Inc. is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process. For more information on Solutions 2 GO Inc., please visit our website at: www.solutions2go.ca