1 meilleure offre (technical support analyst, kamloops, bc) (à pourvoir)

Technical Support Analyst
iTel —Kamloops, BC
- Bilingue
- Informatique
- Ingénierie
- Assurance Dentaire
- Congés payés
il y a 2 jours

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Technical Support Analyst
iTel —Kamloops, BC
College diploma or post-secondary certificate in computer science, physical science, engineering or related field plus a minimum of one year of recent, related…
il y a 2 jours

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Technical Support Analyst

iTel -
Kamloops, BC

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Détails du poste

Il y a 2 jours

Profil recherché

Bilingue
Français
TCP
Certificat collégial
Informatique
Ingénierie
LAN
Anglais
DHCP
Réseaux informatiques
Service Now
Linux
TCP/IP
Diplôme d'études collégiales (hors Québec)
Compétences en communication

Description complète du poste

Itel Networks Inc
IT Support Professionals
Permanent
Canada
Canada

Job Summary

You will act as frontline support for customers, resolving data and voice, and recurring technical service issues. You will use established knowledge bases as a foundation while actively troubleshooting novel technical challenges. You will work to meet Service Level Agreements (SLAs) and contribute to departmental Key Performance Indicators (KPIs), with a strong focus on delivering high levels of customer service and communication.

What You Will Do

Acknowledge and triage incoming customer support tickets and phone calls, based on service type and SLA.
Troubleshoot and resolve a wide variety of technical inquiries, adapting established methods to resolve both standard and unique customer issues.
Utilize internal documentation to troubleshoot network or service disruptions, actively identifying gaps and suggesting updates to keep runbooks relevant.
Escalate highly complex or systemic issues to senior team members to ensure rapid resolution and adherence to SLAs.
Act as the primary support owner for standard and/or SMB client tickets, maintaining end-to-end resolution.
Assist senior team members during low-volume periods.
Monitor and troubleshoot VOIP systems.
Monitor and configure Linux systems using CLI.
Work directly with last-mile carriers to resolve upstream service issues.
Maintain internal documentation to assist the team in keeping processes up-to-date and relevant.

Qualifications

College diploma or post-secondary certificate in computer science, physical science, engineering or related field plus a minimum of one year of recent, related experience. An equivalent combination of education, skills and experience may be considered. Bilingual (French/English) preferred.

Skills and Abilities

Familiar with basic networking concepts (LAN, DHCP, TCP/IP, Subnetting, NAT).
Familiar with basic voice concepts (SIP, PBX).
Familiar with ticket management workflows (e.g., Zendesk, or ServiceNow)
Ability to locate, interpret, and apply documented technical work instructions and troubleshooting runbooks.
Great listening skills to understand customer frustrations, validate their technical issues and establish rapport.
Great communication skills, with the ability to explain basic technical components or instructions in simple, clear language to clients.
Demonstrates initiative, judgment and adaptability; takes a solution-based approach to problems and resolves problems quickly and effectively.

Perks and Benefits:

Internet allowance for employees who work remotely.
Vacation starting at 3 weeks
Paid personal days.
Paid time off on your birthday.
Lifestyle spending account to tailor benefits to your personal needs.
Work from Home: Enjoy the flexibility of remote work.
Comprehensive benefits plan: Health, dental, and vision coverage.
- ️ Employee and Family Assistance Program: Providing support for you and your family.
Professional development: We support your growth with paid memberships, training, and development opportunities.
Rewards and recognition system: Win prizes for your achievements.
✈️ Annual event: We fly you down to beautiful British Columbia for a weekend of fun and getting to know your coworkers.

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Technical Support Analyst

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