Technical Support Specialist

Codentrel; Mississauga; On-site; CAD 52,000 - 75,000; Full time

Job summary

Codentrel, a leader in IT, telecom, and AI-driven solutions, seeks a skilled Technical Support Specialist to deliver high-quality technical assistance to clients and internal teams. This role involves troubleshooting hardware and software, supporting systems, and ensuring smooth technology operations.

Responsibilities include handling first- and second-level support, remote and on-site inquiries, installation and maintenance, and thorough ticket logging.

Qualifications

• College diploma or university degree in Information Technology or related field.
• Minimum 2–3 years of technical support or helpdesk experience.

Responsibilities

• Provide first- and second-level technical support for hardware, software, and network issues.
• Respond to inquiries via phone, email, remote access tools, and in-person.
• Diagnose, troubleshoot, and resolve IT and telecom-related problems efficiently.
• Assist with installation, configuration, and maintenance of systems, devices, and applications.
• Log and track all support requests in the ticketing system and ensure timely resolution.
• Escalate unresolved issues to higher-level support or vendors when needed.
• Maintain detailed technical documentation for systems and procedures.
• Provide training and guidance to users on hardware, software, and best practices.
• Stay updated on emerging technologies, updates, and patches relevant to company systems.

Skills

Troubleshooting

Customer service

Communication

Independent and collaborative work

Time management

Education

College diploma or university degree in IT

Tools

ServiceNow

Zendesk

Remote support tools

Job description

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking a skilled and customer-focused Technical Support Specialist to provide high-quality technical assistance to our clients and internal teams. This role involves troubleshooting issues, supporting hardware and software systems, and ensuring smooth technology operations.

Responsibilities

• Provide first- and second-level technical support for hardware, software, and network-related issues


• Respond to technical inquiries via phone, email, remote access tools, and in-person


• Diagnose, troubleshoot, and resolve IT and telecom-related problems efficiently


• Assist with installation, configuration, and maintenance of systems, devices, and applications


• Log and track all support requests in the ticketing system, ensuring timely resolution


• Escalate unresolved issues to higher-level support or vendors when necessary


• Maintain detailed technical documentation for systems, configurations, and procedures


• Provide training and guidance to users on hardware, software, and system best practices


• Stay updated on emerging technologies, updates, and patches relevant to company systems

Requirements

• College diploma or university degree in Information Technology, Computer Science, or a related field


• Minimum 2–3 years of technical support or helpdesk experience

Technical Skills & Knowledge

• Strong knowledge of Windows OS, Microsoft Office Suite, Active Directory, and Exchange Server


• Experience with networking fundamentals (LAN/WAN, TCP/IP, VPN)


• Familiarity with mobile device support (Android, iOS) and remote support tools


• Understanding of ticketing systems (ServiceNow, Zendesk, or similar)


• Knowledge of telecom systems and VoIP technologies is an asset

Soft Skills

• Excellent troubleshooting and problem-solving skills


• Strong customer service orientation with a professional demeanor


• Effective written and verbal communication skills


• Ability to work independently and collaboratively


• Strong time management and organizational abilities

Work Conditions

• Standard hours: 8:00 AM – 5:00 PM, Monday to Friday


• Occasional evening, weekend, or after-hours support based on business needs


• May require travel to client sites for on-site support