Tier 3 IT Support Specialist

About Us

G23 Technologies, a subsidiary of Micco Companies, provides advanced IT and audiovisual (AV) solutions to both internal businesses and external clients. Our team delivers high-quality technical support, IT infrastructure management, and innovative technology solutions across multiple industries, including hospitality, warehousing, cannabis, logistics, and beyond.

At G23 Technologies, we are expanding our reach beyond Micco Companies, delivering cutting-edge IT and AV services to external businesses. This role is critical in ensuring we maintain a high level of service excellence while also contributing to business growth.

Position Overview

The Tier 3 IT/AV Support Agent serves as the final escalation point for complex technical issues while also playing an integral role in growing the business through external client engagement. This individual will provide expert-level IT troubleshooting, project management, and infrastructure support while also identifying and pursuing new opportunities for G23 Technologies' services.

This is a dual-role position, combining technical leadership with business development incentives. While IT/AV support remains the core function, the successful candidate will be highly incentivized to develop external business relationships, generate leads, and expand G23 Technologies’ customer base.

Key Responsibilities

Advanced Technical Support & IT Consulting

Serve as the final escalation point for IT issues that cannot be resolved by Tier 1 and Tier 2 support teams.

Diagnose, analyze, and resolve critical IT, networking, and security challenges for external clients.

Design, configure, and maintain enterprise IT infrastructures, including cloud platforms, servers, networks, and cybersecurity measures.

Install, configure, and service professional audio-visual systems for commercial, residential, and event-based applications.

Perform root cause analysis (RCA) and implement solutions that prevent recurring IT issues.

Collaborate with external vendors, software providers, and cloud service partners to deliver high-quality solutions.

Provide IT consultation services to clients, offering solutions tailored to their specific business needs.

IT Project Management & Strategic Implementation

Lead complex IT projects such as system migrations, cloud transitions, cybersecurity improvements, and infrastructure upgrades.

Oversee network security, compliance, and IT governance initiatives for external customers.

Develop IT strategies and roadmaps that align with clients’ long-term business goals.

Business Development & Client Engagement

Actively seek and secure new IT/AV business opportunities, promoting G23 Technologies' services to external clients.

Build and maintain relationships with prospective and existing customers, identifying their technology needs.

Assist in creating service proposals, quotes, and customized IT solutions for potential clients.

Collaborate with the Sales & Marketing team to position G23 Technologies as a premier IT service provider.

Earn commission-based incentives for securing new business or expanding existing contracts.

Collaboration, Documentation & Training

Maintain detailed documentation of troubleshooting procedures, IT solutions, and client service records.

Train and mentor Tier 1 and Tier 2 support teams to enhance overall service quality.

Develop and deliver client-focused IT training sessions, helping businesses optimize their technology investments.

Qualifications

Education & Experience

Minimum 5+ years of IT support experience in a client-facing or managed services environment.

Previous experience in IT consulting, managed IT services, or system administration for external clients is a strong asset.

Demonstrated experience in business development, client acquisition, or sales-related activities is highly desirable.

Technical Skills

Expertise in network security, cloud services (Azure, AWS), server administration, and enterprise IT solutions.

Strong knowledge of firewalls, VPNs, LAN/WAN infrastructure, VoIP, and Microsoft 365 environments.

Proficiency in cybersecurity best practices, penetration testing, and IT compliance standards.

Experience with ERP, CRM, and business software integrations is an asset.

Knowledge of scripting and automation (PowerShell, Python) is an advantage.

Soft Skills & Business Acumen

Excellent client-facing communication skills, with the ability to translate complex IT concepts into business-friendly language.

Strong problem-solving abilities, with a consultative approach to addressing client needs.

Ability to identify business growth opportunities and actively contribute to revenue generation.

Comfortable working in a fast-paced, high-pressure environment, handling both technical and business-related responsibilities.

Certifications (Preferred but Not Required)

Microsoft Certified: Azure Solutions Architect or Administrator

Cisco Certified Network Professional (CCNP)

Certified Information Systems Security Professional (CISSP)

CompTIA Security+ / Network+

ITIL Certification

Working Environment

This position provides physical support to G23 technologies’ customers including office, warehouse, restaurant, real estate, financial, government and retail environments. On occasion the position will also provide physical, on-site support to functioning Cannabis, Construction or Alcohol production facilities.

Candidates must be comfortable working in these environments and comply with all safety and regulatory requirements associated with these environments.

Job Type

Full-time

Compensation

Competitive compensation commensurate with skills and experience

Benefits

Dental care

Extended health care

On-site parking

Travel expense reimbursement

Store discount

Vision care

Employee and family assistance program

Schedule

Five (5), eight (8) hour shifts per week

This position requires participation in an on-call schedule to manage emergency requests outside of standard business hours

Ability to Commute/Relocate

Main place of work is Bedford, Nova Scotia. Must be able to reliably commute within Atlantic Canada, including overnights.

Work Location

On-site and remote support for external clients in various industries.

Travel required across Atlantic Canada for on-site IT projects and client meetings.

On-call rotation for emergency IT support incidents.