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.