Senior Technical Support Specialist

EGATE Networks; Toronto; On-site; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Paid vacation

Sick days

Health Spending Account

Office beverages

Job summary

EGATE Networks in Toronto is seeking a Senior Technical Support Specialist to deliver advanced technical services, provisioning and troubleshooting for customer networks. The role requires 5+ years in technical support, a CS/engineering background, and experience with voice and network systems; Fortinet/Cato assets are a plus.

This is an in-office position with occasional after-hours coverage. You will work with JIRA, SharePoint, Kayako and Dynamics 365 to keep customers informed and incidents

Qualifications

• Bachelor's degree or equivalent experience in Computer Science or Engineering.
• 5+ years of professional technical support experience.
• Thorough knowledge of voice and network systems.
• Fortinet and Cato provisioning/troubleshooting experience is a plus.

Responsibilities

• Respond to tickets and orders in queues relevant to your skills.
• Analyze issues to diagnose and repair.
• Provision equipment for orders in the system.
• Handle escalations from internal teams.
• Follow change management procedures for issues within scope.
• Respond to alarms and monitoring systems.
• Determine if an incident is required and initiate to resolve.
• Troubleshoot customer issues and provide updates.
• Escalate to more senior staff when needed.
• Coordinate complex orders with carriers and customers for smooth delivery.
• Update EGATE systems (JIRA, SharePoint, Kayako, Dynamics 365).

Skills

Technical support experience

Network fundamentals

Customer communication

Education

Bachelor's degree in Computer Science or Engineering

Tools

Fortinet

Cato

Kayako

Dynamics 365

JIRA

SharePoint

Job description

Careers – Senior Technical Support Specialist

Senior Technical Support Specialist

About us:

EGATE Networks is a Canadian managed network and security provider. We give mid-market companies across Canada and the territories the engineering depth of an enterprise IT team — senior engineers who design, deploy and run the network end-to-end, and own every problem. Our team is small, and every role in it is accountable to the customer in front of them.

About the position:

We’re growing and are looking to add a Senior Technical Support Specialist to our team!

The Senior Technical Support Specialist (“STS”) is responsible for handling both routine and extraordinary requests, mostly focusing on technical delivery of EGATE services. The STS handles the technical aspects of provisioning, troubleshooting and other deployment issues, and brings a good level of customer service and advanced technical skills to ensure issues impacting a customer’s business are quickly assessed and resolved.

This is a fully in-office position based at EGATE’s head office in Toronto. As EGATE supports customers in a 24/7 business environment, flexibility to support scheduled evening, weekend and after-hours coverage is required based on business needs.

Compensation:

$70,000 – $80,000 per year, depending on experience.

Responsibilities:

• Respond to items in the ticketing and ordering systems in queues relevant to your skills
• Analyze individual items requiring repair or troubleshooting and determine the steps to diagnose and ultimately repair issues
• Provision equipment as requested for orders in the order systems
• Deal with escalations raised by internal teams
• Ensure change management procedures are followed for any issues within scope
• Respond to alarms and other automated monitoring systems as expected
• Determine if alarms or tickets represent an incident and start the incident process if required
• Troubleshoot and resolve customer issues and update the customer accordingly
• Escalate tickets as required for more senior technical handling
• Follow up on complex orders with carriers and customers to ensure a smooth delivery experience
• Update data as appropriate in key EGATE systems: JIRA, SharePoint, Kayako, and Dynamics 365

Requirements:

• Bachelor’s degree in Computer Science or Engineering preferred, equivalent experience considered
• Minimum 5+ years of professional experience in a technical support role
• Thorough knowledge of voice and network systems
• Experience or working knowledge of Fortinet and Cato provisioning/troubleshooting considered an asset
• Confident, friendly and assertive disposition
• Comfortable using knowledge and judgment to problem solve independently
• Enjoys working in a fast-paced environment
• Self-motivated and continuous learner
• Positive attitude, reliable and trustworthy
• Able to work fully from EGATE’s head office
• Able to participate in scheduled evening, weekend and after-hours coverage as required

Nice to have:

• Understanding of PPPoE
• VoIP certification
• Exposure to Ansible
• Exposure to Grafana or similar monitoring dashboards

Why EGATE:

• We’re big believers in continuous learning and support our employees’ professional development
• Competitive compensation, including paid vacation and sick days, Health Spending Account
• Small, friendly office environment with free beverages (pop, water, coffee, tea)
• Accessible by transit, with free parking onsite
• Company social events, including birthday celebrations and team outings

EGATE is an inclusive work environment and as such has a workplace accommodation policy in place; if you require any accommodation, please advise in your application so we may coordinate.