Technical Support Agent

Survalent; Mississauga; On-site; CAD 50,000 - 60,000; Full time

Job summary

Survalent is recruiting a Technical Support Agent in Mississauga, Canada to provide first-level support for the Survalent ADMS platform. The role involves handling support cases via email or phone, guiding customers through software configurations and upgrades, and offering remote assistance.

Ideal candidates have a relevant degree and experience with SCADA/OMS/DMS, TCP/IP networking, and SQL Server/IIS. The position includes on-call after-hours support and a permanent full-time commitment.

Qualifications

• Bachelor's degree, diploma, or a combination of education and experience in electronics, electrical engineering, and/or information systems.
• Experience with SCADA (Utility/Process) and OMS/DMS is considered an asset
• Good understanding of TCP/IP network communication
• Well versed with Microsoft Windows (both Server and PC level) and office applications
• Knowledge of Microsoft SQL Server and IIS
• Experience in a Technical Support/ Customer service role is considered an asset
• Knowledge of Power Engineering and Distribution Networks is considered an asset
• Knowledge of APIs and Microsoft Azure are considered an asset
• Excellent communication skills: Fluent English- Speaking and Writing
• Problem solving ability and attitude with ability to think out of the box
• Self-motivated and empathetic listening skills

Responsibilities

• Manage support cases from start to finish by providing advice and assistance via email or phone
• Advise and assist to solve problems related to Survalent software, or elevate to the appropriate personnel
• Provide remote support services to customers for software configuration, software upgrades, database editing, graphics development, and other similar tasks
• Troubleshoot communication issues between SCADA and end devices
• Create Knowledge Articles from Support issues observed
• Provide support services to internal employees with technical problems
• Be on call for after-hours support in rotation with other Support team members
• Other duties as required

Skills

TCP/IP networking

Windows OS

Customer service

Problem solving

Empathetic listening

Communication skills

Education

Bachelor's degree in electronics/electrical engineering/information systems

Tools

Microsoft SQL Server

IIS

Microsoft Azure

Job description

If you're passionate about delivering top-notch customer service and are looking to expand your technical skills, then we have the right opportunity for you! Survalent is a software company that provides advanced distribution systems to the utility and energy industry. We are looking for a Technical Support Agent that will provide first level support to customers who are experiencing difficulties with the Survalent ADMS solution platform. If you are excited to launch your career in a rapidly expanding and evolving industry, we want to hear from you.

What You'll be Doing:

• Manage support cases from start to finish by providing advice and assistance via email or phone
• Advise and assist to solve problems related to Survalent software, or elevate to the appropriate personnel
• Provide remote support services to customers for software configuration, software upgrades, database editing, graphics development, and other similar tasks
• Troubleshoot communication issues between SCADA and end devices
• Create Knowledge Articles from Support issues observed
• Provide support services to internal employees with technical problems
• Be on call for after-hours support in rotation with other Support team members
• Other duties as required

What are we looking for?

• Bachelor's degree, diploma, or a combination of education and experience in electronics, electrical engineering, and/or information systems
• Experience with SCADA (Utility/Process) and OMS/DMS is considered an asset
• Good understanding of TCP/IP network communication
• Well versed with Microsoft Windows (both Server and PC level) and office applications
• Knowledge of Microsoft SQL Server and IIS
• Experience in a Technical Support/ Customer service role is considered an asset
• Knowledge of Power Engineering and Distribution Networks is considered an asset
• Knowledge of APIs and Microsoft Azure are considered an asset
• Excellent communication skills: Fluent English- Speaking and Writing
• Problem solving ability and attitude with ability to think out of the box
• Self-motivated and empathetic listening skills

This is a full-time permanent position reporting to the Senior Manager of Customer Support, Customer Operations. The salary range for this role is $50,000–$60,000.

About Us:

Survalent Technology Corporation is the leading provider of real-time smart grid management system for enabling visualization, optimization, and improved operations for utilities. For six decades, we have helped more than 800 utilities use operational data to increase reliability, efficiency, and customer service. With our proven and reliable SCADA (Supervisory Control and Data Acquisition), Distribution Management System (DMS), Outage Management System (OMS), and Substation Automation (SA) solutions, utilities transform data into actionable intelligence. We partner with utilities across the globe to create mission critical solutions that will achieve the promise of the Smart Grid.

Survalent values a diverse workplace and strongly encourages women, people of all races, color, creed, ancestry, ethnic origin, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, marital status, family status, and those with disabilities to apply. We use AI tools to help streamline parts of our recruitment process, but every application is reviewed by a member of our team. Survalent is an equal opportunity employer. We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

While we appreciate the interest of all applicants, only those selected for an interview will be contacted.