Network Security - TAC Analyst for a Great Employ

ROSS; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

A privately-owned IT solutions provider in Peel Region, Mississauga is seeking a Technical Action Center Analyst to provide level-1 support and problem diagnosis for maintenance customers. Ideal candidates will have experience in network security and strong communication skills. This role offers a base salary plus bonuses, with growth potential into sales or management roles.

Benefits

Base salary plus quarterly bonus

Employee referral program with bonuses

Qualifications

• Resident of Canada for at least five years.
• Intermediate (3-5 years) or Senior (5+ years) experience in IT support.
• Demonstrable experience installing firewalls.

Responsibilities

• Provide phone-based level-1 problem diagnosis to clients.
• Document and report client problems.
• Engage in market research and opportunity profiling.

Skills

Knowledge of network security technologies

Excellent communication skills

Client empathy

Tools

Checkpoint CCSA/CCSE

RSA

Job description

Job Overview

Our client, a privately-owned IT solutions provider located in the west end of Mississauga, is seeking a Technical Action Center (TAC) Analyst. The role involves providing level‑1 maintenance support and problem diagnosis for maintenance customers, collaborating with field service personnel, OEM suppliers, and the sales team.

Must Haves

• Resident of Canada for at least five years and able to achieve Federal Government Enhanced Security.
• Intermediate (3‑5 years) or Senior (5+ years) experience.
• Knowledge and certifications in network security technologies, preference for Checkpoint CCSA/CCSE and RSA.
• Demonstrable experience installing firewalls in client environments.
• Willingness to be on‑call (rotational one week/month).
• Excellent communication skills and strong client empathy.

Technical Action Center Analyst Function Overview

The TAC Analyst provides level‑1 problem diagnosis via phone, documents and reports client problems, participates in customer support meetings, interfaces directly with OEM suppliers, and contributes to market research and account opportunity profiling.

Key Responsibilities

• Provide phone‑based level‑1 problem diagnosis to maintenance clients.
• Document and report client problems.
• Participate in customer support meetings.
• Interface with OEM suppliers on support issues.
• Engage in market research and opportunity profiling.
• Lead product, solution or application seminars and workshops.

Growth Path

This is a mid‑term (24‑36 months) position with the intention to transition the analyst into a field service representative, direct sales role, or account manager based on performance.

Initial Focus

Develop technical skill sets and support procedures to assist maintenance clients.

Remuneration

Base salary plus quarterly bonus based on deliverables, with potential commissions on specific product/account sales.

Training Plan

Training plan includes certifications, travel to U.S. and other destinations, and certification maintenance tied to monthly deliverables and bonus payments.

Additional Duties / Skills

• Collect first‑line info for contract customers.
• Extended debugging of customer problem environments.
• Duplicate customer environments.
• Liaise with vendors on customer support issues.
• Direct customer presales and post‑sales technical support.
• Advise sales teams on upcoming and potential sales.
• Recommend customer requirements and assist in product definition.
• Resolve customer product licensing issues.
• Provide back‑end support for TSG team staging and implementation.
• Assist on‑site and in‑house TSG projects (infrastructure, security).
• Process RMA for defective customer returns and integrate vendor RMA processes.
• Maintain certifications (Checkpoint, Nokia, Nortel, etc.) and keep up‑to‑date on vendor patches and security updates.
• Follow up on expiring and closing issues with customers.
• Research current IT security issues.
• Perform hardware and software diagnostics, debugging, conditioning, testing, and pre‑configuration of equipment.
• Participate in vendor, supplier, and customer conference calls.
• Report TAC issues to management and escalations.
• Provide after‑hours support for contracted customers.
• Track TAC inventory.

Referral Program

If you know someone who would be a good fit, we offer a $500 referral fee for successful hires.