Technical Support Specialist

About the Company

Solutions 2 GO Inc. is a global distributor of video game products with operations across 19 countries in North, Central and South America, plus partnerships that extend into Europe, Africa, Australia, and Asia. In the Canadian market, the company represents all publishers, provides nationwide distribution in the USA, and serves as the exclusive distribution partner for Sony PlayStation in Latin America. Its reputation is built on flexible, responsive distribution services supported by strong leadership, efficient processes, and long-standing partnerships.

The organization is seeking people who are driven to deliver business results while also contributing to a positive workplace culture.

Role Overview

This position supports desktop and network infrastructure in a growing multi-site enterprise environment. The role requires ownership of support for both on-site and remote users and infrastructure services. Day-to-day direction will come from senior team members, and the role reports to the IT Team Lead – Operation & Support in Canada.

Key Duties

• Act as the first contact for local and regional IT support, including bilingual support in English and Spanish when required.
• Record, monitor, and manage incidents, problems, and service requests in the IT service desk platform.
• Handle support requests through in-person help, Microsoft Teams, phone, and remote access tools.
• Escalate urgent or unresolved technical issues to the appropriate team members or Team Lead.
• Follow up with users to confirm resolution and maintain a high standard of customer service.
• Set up, configure, refresh, and maintain desktops, laptops, mobile devices, printers, and other peripherals in line with company standards.
• Carry out routine maintenance, updates, and repairs for hardware and software.
• Maintain IT asset records and assist with equipment deployment, recovery, and tracking.
• Support employee onboarding and exit processes, including account setup, password resets, and Active Directory administration.
• Manage user access, permissions, and security settings in accordance with internal policy.
• Troubleshoot and resolve hardware, software, and basic network or infrastructure issues to reduce downtime.
• Provide support for networking tasks such as security controls, antivirus tools, workstation applications, and performance monitoring.
• Administer VOIP phone systems and mobile phone setups across all locations.
• Prepare internal documentation for processes, configurations, and troubleshooting steps.
• Follow company IT policies and security procedures and report any concerns or compliance issues.
• Coordinate with outside vendors for hardware, software, and office technology support.
• Work with other IT team members on complex issues and team initiatives.

Required Qualifications

• English and Spanish bilingual ability is preferred.
• 2 to 3 years of experience supporting end users, including hardware setup and troubleshooting.
• 2 to 3 years of experience in network support such as wireless, firewalls, switches, routers, and structured cabling.
• Experience using IT ticketing systems and handling incident management.
• Working knowledge of Windows operating systems, Microsoft Office 365, and Active Directory.
• Practical experience with remote support software.
• Preferred credentials include Microsoft Azure / 365, MCSE, MCP, CompTIA A+, and Network+.
• Exposure to virtualization platforms such as VMware or Nutanix is an advantage.
• Experience with Microsoft SQL Server and Dynamics GP is considered a plus.
• Strong people skills, clear communication, and a customer-focused approach.
• Strong analytical and troubleshooting ability with the persistence to resolve issues fully.
• Good self-management, prioritization, and time management skills.
• Ability to quickly learn new tools, systems, and technologies.
• Physical ability to lift and move IT equipment such as computers, servers, and peripherals.
• Strong documentation and reporting skills.
• Willingness to provide on-call support outside normal business hours.

Additional Information

A conditional offer will be made subject to the successful completion of a background check by an external third-party vendor. Depending on the position, this may include a criminal background check, credit check, employment verification, and education verification.

Solutions 2 GO Inc. is an equal opportunity employer, and accommodations are available on request for candidates participating in any stage of the selection process.