Network Support Analyst - Client Services - Regular Full-Time 2025-14436 (2025-14436)

Sunnybrook; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading healthcare provider in Toronto is seeking a Technical Support Specialist to provide Level 1 and 2 support in a Call Centre environment. The ideal candidate will have significant experience in healthcare teleconferencing, supporting Apple products, and managing technical issues. Strong customer service skills and relevant certifications are required for this role.

Qualifications

• Significant recent experience in healthcare teleconferencing or videoconferencing.
• Extensive experience supporting Apple products.
• Mastery of technologies behind PCs and networking.

Responsibilities

• Provide technical and user support in a 24 hr Call Centre environment.
• Troubleshoot time-sensitive technical issues.
• Log support calls and maintain documentation.

Skills

Customer support in healthcare environment

Supporting Apple products

Technical troubleshooting

Excellent people skills

Time management

Education

Degree in related technical field

CompTIA A+ certification

CompTIA Network+ certification

Tools

Microsoft Office 2010

PCs and IP networking technologies

Videoconferencing equipment

Job description

Work Hours: Mon/Tue 10am – 6pm; Fri/Sat 11pm – 11am.

Summary Of Duties

• Provide technical & user support (Level 1 & 2), IS/IT Support 24 hr Call Centre environment
• Provide rapid response via phone, electronically, remote session and/or in person
• Troubleshoot time sensitive calls, resolve technical hardware and software issues
• Software and hardware installations/repairs
• Research questions using available information resources
• Follow escalation protocols/procedures to appropriate tiers
• Identify and mitigate risks
• Log Support calls using Call Centre tracking system, monitor, route, escalate, close/resolve.
• Prepare/generate activity and management status reports and maintain documentation
• Stay current with system information, changes and updates
• Cabling/connectivity, LAN, paging/cell phones telecom support
• Network/system monitoring (NOC) triage, escalate, updates accordingly;
• Wireless support (connectivity, set up, troubleshooting)
• Performs production system tasks and manages offsite backup rotation inventory
• Actively participate as a member of Client Services support team
• Perform light lifting 25 lbs as required
• Perform other duties, as required
  
  

Qualifications/Skills

• Significant recent related customer support experience in a healthcare teleconferencing or videoconferencing environment required
• Extensive current related experience supporting Apple products such as MAC, iPAds and iPhones
• College/University or industry professional designation in a related technical field;
• Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
• Able to work independently and efficiently to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent people skills and time management skills
• Comfortable in a patient care setting
• Excellent knowledge of Windows-based technical support environment
• Good understanding of TCP/IP network architecture
• Excellent knowledge of Microsoft Office 2003 and 2010
• Excellent knowledge of iOS and Apple certified (OS X, ACMT or ACSP)
• CompTIA A+ and CompTIA Network + certifications