Tech Support

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Job Description

We’re looking for a technical support representative able to provide excellent service to our customer base. You will be required to have the ability to continuously learn new features and technologies, while handling a case load with minimal supervision.

Education and Skills

  • Engineering IT Degree or Diploma with relevant experience
  • A minimum of 3 years’ experience in a technical support role
  • Experience with private cloud implementations, primarily VMware vCenter
  • A strong foundation of network skills with understanding of ports, protocols, routing and switching in both physical and virtual environments
  • A solid understanding of foundational IT activities including Active Directory, DNS, DHCP, LDAP setup, configuration and troubleshooting
  • Experience using Microsoft SQL (running queries, performing backup and restores)
  • Familiarity with the use of public cloud resources, specifically Amazon & Azure
  • Installing, customizing and configuring operating systems (Windows & Linux servers)
  • Ability to work effectively with frequent interruptions, changing priorities
  • Exemplary customer service and communications skills
Job Qualifications

The following skills will be considered an asset:

  • Experience working in a corporate datacenter
  • Understanding of API integrations
  • Scripting experience in any language with a preference for PowerShell
  • Experience with Microsoft SCVMM
  • Understanding / experience in DevOps environments
  • Technical writing/documentation experience
  • Comfortable with public speaking/leading group sessions

Key Responsibilities:

    • Effective and efficient English communication skills, both written and verbal
    • First-line support for technically proficient customers managing complex public and private cloud infrastructures
    • Ability to work independently or with your support teammates to resolve customer issues
    • Communicating customer issues to our engineering team and tracking them to resolution
    • Providing guidance and recommendations on processes and techniques to automate and orchestrate client environments
    • Self-starter, capable of independent learning
    • Configuring, deploying and troubleshooting IP networks, virtual infrastructures, cloud based resources and related technologies
    • Creation and maintenance of accurate and timely records of all customer communications
    • Creation and maintenance of knowledge base articles and technical documentation
    • Customer onboarding, training and skills transfer
    • Participate in after hours, on call rotation

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