Technical Support Specialist

EGATE Networks; Toronto; On-site; CAD 50,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Paid vacation and sick days

Health Spending Account

Small, friendly office

Free beverages

Transit access with free parking on‑s­

Company social events

Job summary

EGATE Networks in Toronto is seeking a Technical Support Specialist to join our in-office team. You will handle customer technical issues, perform initial troubleshooting, and strive for first-call resolution while representing EGATE's expertise in network and security services.

In this role, you will support a 24/7 environment with occasional evening, weekend, and after-hours coverage, liaising with vendors and engineering as needed.

Qualifications

• Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered.
• Minimum 2 years of professional experience in a technical support role.
• Experience or working knowledge of Fortinet and Cato provisioning/troubleshooting considered an asset.
• Confident, friendly and assertive disposition.
• Comfortable using knowledge and judgment to problem solve independently.
• Enjoys working in a fast-paced environment.
• Self-motivated and continuous learner.
• Positive attitude, reliable and trustworthy.
• Able to work fully from EGATE's head office.
• Able to participate in scheduled evening, weekend and after-hours coverage as required.

Responsibilities

• Answer customer calls and emails regarding technical issues, triaging appropriately and striving for first-call resolution when possible
• Perform initial troubleshooting for managed network, connectivity, VoIP, SD-WAN, Fortinet and Cato-related customer issues, escalating where appropriate
• Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction
• Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as required
• Participate regularly in training on products and services, as well as general and corporate initiatives, to maintain a strong knowledge of EGATE's offerings
• Ensure accurate documentation within the customer database
• Support scheduled coverage for national customers, including evening, weekend and after-hours shifts as required

Skills

Customer support

Troubleshooting

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Fortinet

Cato provisioning

SD-WAN

Job description

EGATE Networks is a Canadian managed network and security provider. We give mid-market companies across Canada and the territories the engineering depth of an enterprise IT team - senior engineers who design, deploy and run the network end-to-end, and own every problem. Our team is small, and every role in it is accountable to the customer in front of them.

About the position:

We're growing and are looking to add a Technical Support Specialist to our team!

The Technical Support Specialist reports to the Manager, Customer Care and is responsible for efficiently solving customer technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies, to ensure that accurate information is provided to clients. If you're passionate about delivering best-in-class technical support and have a strong customer service orientation, we would love to hear from you!

This is a fully in-office position based at EGATE's head office in Toronto. As EGATE supports customers in a 24/7 business environment, flexibility to support scheduled evening, weekend and after-hours coverage is required based on business needs.

Compensation: $50,000 - $60,000 per year, depending on experience.

Responsibilities:

• Answer customer calls and emails regarding technical issues, triaging appropriately and striving for first-call resolution when possible
• Perform initial troubleshooting for managed network, connectivity, VoIP, SD-WAN, Fortinet and Cato-related customer issues, escalating where appropriate
• Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction
• Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as required
• Participate regularly in training on products and services, as well as general and corporate initiatives, to maintain a strong knowledge of EGATE's offerings
• Ensure accurate documentation within the customer database
• Support scheduled coverage for national customers, including evening, weekend and after-hours shifts as required

Requirements:

• Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
• Minimum 2 years of professional experience in a technical support role
• Experience or working knowledge of Fortinet and Cato provisioning/troubleshooting considered an asset
• Confident, friendly and assertive disposition
• Comfortable using knowledge and judgment to problem solve independently
• Enjoys working in a fast-paced environment
• Self-motivated and continuous learner
• Positive attitude, reliable and trustworthy
• Able to work fully from EGATE's head office
• Able to participate in scheduled evening, weekend and after-hours coverage as required

Nice to have:

• Understanding of PPPoE
• VoIP certification
• Exposure to Ansible
• Exposure to Grafana or similar monitoring dashboards

Why EGATE:

• We're big believers in continuous learning and support our employees' professional development
• Competitive compensation, including paid vacation and sick days, Health Spending Account
• Small, friendly office environment with free beverages (pop, water, coffee, tea)
• Accessible by transit, with free parking onsite
• Company social events, including birthday celebrations and team outings

EGATE is an inclusive work environment and as such has a workplace accommodation policy in place;