Technical Support Specialist

Hornetsecurity; Montreal; On-site; CAD 50,000 - 65,000; Full time

Job summary

Hornetsecurity, an international leader in Email Security & Backup solutions, is seeking a Technical Support Specialist in Montreal. This permanent role demands excellent problem-solving and interpersonal skills to assist corporate clients with technical issues effectively.

Benefits

Free space for innovation

Personal and professional development opportunities

Home-Office Option

Additional Sick Leave & Public Holidays

Collective Insurance Plan

Team events

Qualifications

• Excellent logical, analytical and problem-solving skills.
• Fluent in English and French; other languages a plus.
• Previous experience in network/system administration.

Responsibilities

• Diagnose and resolve technical issues for corporate clients.
• Build customer relationships and provide excellent support.
• Escalate issues to development team as necessary.

Skills

Analytical

Problem-Solving

Customer Etiquette

Networking Protocols

Windows Troubleshooting

Self-Starter

Education

Experience in IT Support

Tools

Hyper-V

VMware

Windows Server

Microsoft VSS

Job description

Join to apply for the Technical Support Specialist role at Hornetsecurity

Join to apply for the Technical Support Specialist role at Hornetsecurity

Hornetsecurity is a leading global Email Security & Backup solutions provider. We are looking for a Technical Support Specialist to join our team in Montréal (Quebec, H4N 2M3). This is a permanent full-time role (40 hours per week), with an immediate start date.

Hornetsecurity is a leading global Email Security & Backup solutions provider. We are looking for a Technical Support Specialist to join our team in Montréal (Quebec, H4N 2M3). This is a permanent full-time role (40 hours per week), with an immediate start date.

Tasks

• You will diagnose and resolve our corporate clients‘ technical issues over the telephone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.


• You build personal customer relationships and focus on offering an awesome customer experience.


• You escalate issues to our development team and co-ordinate such issues until they are solved.


• You convey customer feedback to product development staff.


• You keep customers informed on how and when issues are resolved.


• You interact with other teams to provide comprehensive and high-quality support.


• You help in user education.


• You work in a 24/7 shift system with great planning reliability. Depending on the shift there are attractive bonuses and compensation days.

Requirements

• You have excellent logical, analytical and problem-solving skills.


• You possess good customer etiquette and the ability to manage high profile customers well under pressure.


• You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat etc.


• You have a good understanding of basic networking protocols.


• You are fluent in English and French – any other language is a plus.


• You are a quick learner and self-starter.


• You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.


• You have previous experience in network/system administration.


• You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).


• You have knowledge/experience with Microsoft VSS.

Benefits

• Free space for innovation and independent action in a fast-growing international company.


• Personal and professional development opportunities.


• Short decision paths and flat hierarchies in an open work atmosphere.


• Home-Office Option and flexible working hours.


• Additional Sick Leave & Public Holidays.


• Collective Insurance Plan.


• Way to Work Goodie.


• Be-Active Bonus – we’ll keep you healthy with an allowance to your membership in fitness and sports clubs.


• Team events and regular global update meetings.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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