Technical Support Specialist – Canada

Hornetsecurity GmbH; Montreal; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading global cloud-based security provider seeks a Technical Support Specialist to join their Montreal team. This full-time role involves troubleshooting technical issues, providing customer support, and ensuring excellent service delivery to clients while working in a dynamic environment with opportunities for skill development.

Benefits

Home-Office Option

Flexible working hours

Additional Sick Leave

Collective Insurance Plan

Fitness club membership allowance

Temporary Employee Exchange Program

Team events

Qualifications

• Fluent in English and French, with the ability to stay calm under pressure.
• Experience in troubleshooting Windows Server issues.
• Strong understanding of basic networking protocols.

Responsibilities

• Diagnose and resolve technical issues for corporate clients.
• Build personal customer relationships and provide high-quality support.
• Interact with the development team to escalate and coordinate issues.

Skills

Logical skills

Analytical skills

Problem-Solving skills

Customer etiquette

Troubleshooting

Networking protocols

Communication

Self-starter

Tools

Hyper-V

VMware

Job description

Home » Technical Support Specialist – Canada

Intro

Fluent in EN and FR? Read further!

We are looking for a Technical Support Specialist to join our team in Montréal (Quebec, H4N 2M3). This is a full-time position (40 hours per week), with an immediate start date.

Your Job

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

Your Profile

• 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.
• 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.
• Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Malta, Madrid, Berlin, Washington D.C.).
• Team events and regular global update meetings.

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Julia Klein (Team Lead Recruiting) and our Recruiting Team are excited to get to know you!

Simply apply proactively and convince us of your abilities!

Hornetsecurityis a leading global provider of next-generation cloud-based security, compliance, backup, and security awareness solutions that help companies and organisations of all sizes around the world. Its flagship product, 365 Total Protection, is the most comprehensive cloud security solution for Microsoft 365 on the market. Driven by innovation and cybersecurity excellence, Hornetsecurity is building a safer digital future and sustainable security cultures with its award-winning portfolio. Hornetsecurity operates in more than 120 countries through its international distribution network of 12,000+ channel partners and MSPs. Its premium services are used by more than 125,000 customers.

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