Technical Support Representative

Barracuda; Ottawa; Hybrid; CAD 43,000 - 58,000; Full time

Benefits offered by this job

Equity options

Health benefits

Retirement plan

Career growth

Flexible time off

Volunteer opportunities

Job summary

Barracuda Networks is seeking motivated computer and networking technicians to provide quality support of our networking and security products from our Ottawa, Ontario office. This entry-level front-line role involves understanding, documenting, and troubleshooting customer product issues via email, phone and chat.

You will join a team, report to a Tech Support Manager, and develop skills in networking and security products through ongoing training.

Qualifications

• Associates degree in IT or equivalent experience.
• CCNA and CompTIA certifications preferred.
• Fundamental networking knowledge and TCP/IP.

Responsibilities

• Create, revise and publish internal and public facing product solutions.
• Interface with customers at a high volume to solve their issues.
• Develop skills in network and security products through ongoing training.
• Document, escalate and follow through with product bugs and/or issues.

Skills

Troubleshooting

Customer focus

Networking basics

TCP/IP knowledge

Education

Associates degree in IT

CCNA Certification

CompTIA Certification

Cisco training

Tools

Bash

Shell scripting

Python

Job description

Job ID 27-0426

Come join our passionate team! Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service providers worldwide trust us to protect and support them with solutions that are easy to buy, deploy, and use.

We are committed to a candidate selection process and work environment that is inclusive and barrier free. To ensure candidates are assessed in a fair and equitable manner, accommodations will be provided to prospective employees in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Envision yourself at Barracuda!

Barracuda Networks is currently looking for highly motivated and excited computer and networking technicians, to provide quality support of our superb networking and security products. This role will be an entry-level front-line facing position where you will understand, document, and troubleshoot the customers' product support issues over email, phone, and chat mediums in our Ottawa, Ontario office. This position will work within a team and will be reported to a Tech Support Manager.

Schedule:

12:00PM – 9:0 PM EST (Monday–Friday)

Location

Hybrid in Ottawa, Ontario

What You’ll Be Working On

• Create, revise and publish internal and public facing product solutions.
• Interface with customers at a high volume to solve their issues.
• Develop your skills in network and security products through on-going training.
• Document, escalation and follow through with product bugs and/or issues.

What You Bring To The Role

• Associates degree in IT, relevant training (CCNA cert/CompTIA/Cisco etc.) or equivalent experience.
• A customer centric focus - you always aim to make the customer happy.
• Strong troubleshooting/problem resolution skills.
• Basic networking or server experience - technical understanding of servers and networking technologies such as TCP/IP, Routing, DHCP.
• Ability to learn and adapt to quickly changing circumstances, direction and strategy.
• Experience in any of the scripting languages such as Bash, Shell, Perl, Python.

What You’ll Get From Us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are many opportunities for cross training and the ability to define your next career step within Barracuda. We support employees who want to explore other areas of interest.

• Equity, in the form of non-qualifying options
• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Volunteer opportunities

The anticipated on-target earnings range for this role is $50,000 CAD. Actual compensation offered will be dependent upon the individual's skills, experience, and qualifications as they directly relate to the requirements of the position, the budget for the position, and applicable employment laws.