Technical Support Specialist

Zodiac Light Waves Inc.; Ottawa; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Paid time off and holidays

Professional development and certfici…

Job summary

Zodiac Light Waves Inc. seeks a skilled Technical Support Specialist to join our technology team in our Ottawa–Orléans office.

This in-person role focuses on supporting VOIP systems, SIP protocols, and network infrastructure while collaborating with IT and cross-functional departments. The successful candidate will troubleshoot hardware, software, and network issues, document resolutions, and contribute to SOPs.

Qualifications

• 2–4 years in a technical support, network administration, or VOIP support role.
• Diploma or degree in Computer Science, Information Technology, Network Engineering, or a related field — or equivalent hands‑on experience.
• Proven experience with VOIP systems and SIP protocols.
• Strong knowledge of networking concepts, including routing, switching, firewalls, and network troubleshooting.
• Excellent analytical and problem-solving skills related to hardware, software, and network issues.
• Familiarity with IT support tools, ticketing systems, and technical documentation best practices.
• Strong communication and interpersonal skills, with the ability to work effectively in a collaborative environment.
• Ability to lift/move equipment (servers, network hardware) and work in server rooms/closets as needed.
• Relevant certifications such as CCNA, CompTIA A+, or VOIP-related certifications are considered an asset.

Responsibilities

• Provide technical support for VOIP and SIP systems, including installation, configuration, and troubleshooting.
• Monitor and maintain network infrastructure to ensure optimal performance, reliability, and security.
• Diagnose and resolve hardware, software, and network issues for internal teams in a timely and professional manner.
• Collaborate with cross-functional teams to implement IT solutions, system improvements, and upgrades.
• Document technical issues, resolutions, and maintain clear SOPs for internal use.
• Assist with testing, deploying, and upgrading new technologies as required.
• Support end-users with IT requests while delivering exceptional internal customer service.

Skills

VOIP systems

SIP protocols

Networking concepts

Analytical skills

IT support tools

Communication skills

Server hardware handling

Technical documentation

Team collaboration

Education

Computer Science or IT degree

Diploma or degree in IT-related field

Tools

Cisco routers/switches

Ticketing systems

Job description

We are a fast-growing, innovative company seeking a highly skilledTechnical Support Specialistto join our technology team. This is anin-person rolebased in our Ottawa–Orléans office, offering the opportunity to work closely with our IT team and cross-functional departments.

The successful candidate will play a critical role in supportingVOIP systems, SIP protocols, and network infrastructure, while efficiently troubleshooting and resolving technical issues. Our team values collaboration, innovation, and professional growth, providing a supportive environment where your expertise will make a real impact.

Key Responsibilities

Provide technical support forVOIP and SIP systems, including installation, configuration, and troubleshooting.

Monitor and maintain network infrastructure to ensure optimal performance, reliability, and security.

Diagnose and resolve hardware, software, and network issues for internal teams in a timely and professional manner.

Collaborate with cross-functional teams to implement IT solutions, system improvements, and upgrades.

Document technical issues, resolutions, and maintain clearSOPsfor internal use.

Assist with testing, deploying, and upgrading new technologies as required.

Support end-users with IT requests while delivering exceptional internal customer service.

Qualifications

Proven experience withVOIP systems and SIP protocols.

Strong knowledge of networking concepts, including routing, switching, firewalls, and network troubleshooting.

Excellent analytical and problem-solving skills related to hardware, software, and network issues.

Familiarity with IT support tools, ticketing systems, and technical documentation best practices.

Strong communication and interpersonal skills, with the ability to work effectively in a collaborative environment.

Relevant certifications such asCCNA, CompTIA A+, or VOIP-related certificationsare considered an asset.

What We Offer

Competitive salary and comprehensive benefits package, including health, dental, and vision coverage.

Paid time off and paid holidays.

Opportunity to work in a collaborative, fast-paced, and innovative environment.

Access to professional development, training, and certification opportunities.

Hands-on exposure to cutting-edge technology projects involving VOIP, SIP, and network systems.

Supportive company culture with mentorship and clear growth opportunities.

Interview Process

Our interview process is designed to assess both technical expertise and team fit:

First Round:Brief introductory phone call to discuss your background and experience.

Second Round:Technical assessment to evaluate practical knowledge and problem-solving skills.

Final Round:In-depth interview with the IT/Technical Manager, including real-world scenarios and role expectations.

Candidates selected for each stage will be contacted directly with scheduling details.

Requirements

• 2–4 years of experience in a technical support, network administration, or VOIP support role.
• Diploma or degree in Computer Science, Information Technology, Network Engineering, or a related field — or equivalent hands‑on experience.
• Proven experience with VOIP systems and SIP protocols.
• Strong knowledge of networking concepts, including routing, switching, firewalls, and network troubleshooting.
• Excellent analytical and problem-solving skills related to hardware, software, and network issues.
• Familiarity with IT support tools, ticketing systems, and technical documentation best practices.
• Strong communication and interpersonal skills, with the ability to work effectively in a collaborative environment.
• Ability to lift/move equipment (servers, network hardware) and work in server rooms/closets as needed.
• Relevant certifications such as CCNA, CompTIA A+, or VOIP-related certifications are considered an asset.
• Competitive benefits package after probation, including health, dental, and vision coverage.
• $500 annual health spending budget.
• Opportunity to work in a collaborative, fast-paced, and innovative environment.
• Access to professional development, training, and certification opportunities.
• Hands‑on exposure to cutting‑edge technology projects involving VOIP, SIP, and network systems.
• Supportive company culture with mentorship and clear growth opportunities.