Technology Analyst I

Intello Technologies Inc.; Calgary; On-site; CAD 52,000 - 78,000; Full time

Job summary

A leading managed service provider in Calgary is looking for a bilingual client support representative. In this dynamic entry-level role, you'll manage support tickets and ensure client satisfaction through effective communication and problem-solving. Ideal candidates will have A+ certification and the ability to adapt in a fast-paced environment. Join a passionate team focused on innovation and service excellence.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexible benefits plan

Generous pension and share purchase programs

Career growth and learning opportunities

Qualifications

• Familiarity with ITIL framework.
• A+ certification or better.
• Experience in client facing computer troubleshooting.

Responsibilities

• Triaging and dispatching incoming support requests.
• Monitoring and managing open support tickets.
• Communicating with clients throughout the support process.
• Collaborating with Client Services Managers.
• Reviewing and refining open ticket queues.
• Documenting service requests thoroughly.
• Providing Tier 1 technical support.
• Guiding users through technical difficulties.

Skills

Bilingual French/English

Client facing computer troubleshooting

Adaptability

Attention to detail

Integrity

Professionalism

Time management

Education

A+ certification or better

Tools

ITIL framework

PSA Software

Job description

Our team and what we’ll accomplish together

Step into the future of IT with one of the leading managed service providers in the industry! Join our exciting new division, where we’re transforming how businesses approach technology. This entry-level bilingual French/English offers you the chance to be part of a dynamic, rapidly evolving field—working alongside a passionate team committed to innovation, growth, and excellence. Together, we’ll shape the future of IT services, supporting small and medium businesses with cutting-edge solutions. Ready to kickstart your career in a place where your potential is unlimited?

What you’ll do

In this role, you'll be at the heart of our client support operations, ensuring smooth and efficient service delivery. A typical week will have you:

• Triaging and dispatching incoming support requests from clients, ensuring each issue is routed to the right technical resource and tracked through to resolution. Your work here directly impacts client satisfaction and service efficiency
• Monitoring and managing open support tickets, coordinating with technical staff to facilitate escalations and adjust priorities. You’ll help keep the team focused on the most urgent needs, ensuring clients receive timely and effective solutions
• Communicating with clients throughout the support process, providing clear updates on the status of their requests. You’ll help clients feel supported and valued, ensuring their needs are met and that they are fully satisfied with the outcome
• Collaborating with Client Services Managers to address service-related concerns, fostering strong relationships between our internal teams and clients. Your proactive approach will ensure we maintain a high level of service excellence
• Reviewing and refining open ticket queues alongside the technical team to ensure no issues go unresolved. You’ll help streamline workflows and ensure continuous progress toward resolution
• Documenting service requests thoroughly in our problem tracking system, ensuring all details, time entries, and solutions are accurately logged. You’ll help create a knowledge base that empowers the entire team to resolve issues more efficiently
• Providing Tier 1 technical support, working directly with clients to troubleshoot and resolve their issues. By diagnosing problems and researching solutions, you'll be a key player in delivering direct assistance to users, ensuring minimal disruption to their business
• Guiding users through technical difficulties by offering training and advice, helping them become more confident in their tech use. You'll not only solve their problems but also empower them to prevent future ones

Qualifications

What you bring

Technical

• Familiarity with ITIL framework
• A+ knowledge/certification or better

Personal

• Adaptability: Adjust schedule and priorities in a fast-paced work environment
• Attention to detail: Correctly document tickets and ensure all information is up to date
• Integrity: Demonstrate sound judgment when making decisions and solving problems
• Professionalism: Provide outstanding customer service with a positive attitude, on phone
• Time management: Work calmly under pressure, set priorities, and complete tasks efficiently

Great-to-haves

• Experience in client facing computer troubleshooting
• PSA Software Experience
• Organization: Effectively track and manage responsibilities

Salary Range: $52,000-$78,000

Performance Bonus or Sales Incentive Plan: 0%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.