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