Technical Support Specialist

Hornetsecurity; Montreal; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading global Email Security & Backup solutions provider is seeking a Technical Support Specialist in Montréal. This permanent full-time role involves diagnosing technical issues, building customer relationships, and providing high-quality support. The ideal candidate will have strong problem-solving skills and experience with Windows Server and virtualization platforms. Join a dynamic team with opportunities for growth and attractive compensation.

Benefits

Attractive bonuses

Compensation days

Qualifications

• Experience troubleshooting Windows Server issues.
• Fluent in English and French.

Responsibilities

• Diagnose and resolve technical issues for corporate clients.
• Build personal customer relationships and provide excellent support.
• Coordinate with development team for issue resolution.

Skills

Problem Solving

Analytical Skills

Customer Etiquette

Quick Learner

Tools

Hyper-V

VMware

Windows Server

Microsoft VSS

Job description

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.

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 excellent customer experience.
• You escalate issues to our development team and coordinate such issues until they are resolved.
• 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 reliable planning. 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 can manage high-profile customers under pressure.
• You have experience troubleshooting Windows Server issues using inbuilt Windows applications such as Event Log Viewer, netstat, etc.
• You have a good understanding of basic networking protocols.
• You are fluent in English and French; additional languages are 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 Windows Server OS (file system, registry, memory, security, process models).
• You have knowledge/experience with Microsoft VSS.