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IT Support Technician

3 months ago

National Capital Region, Canada SupportNinja Full time
SupportNinja is a new kind of BPO.

Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.


As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

As a

Support Technician, you will supply the best-in-class support to direct consumers on all technical support needs. Use company-provided tools to troubleshoot and solve customer technology problems. The Support Technician will maintain a high level of customer satisfaction with a focus on first-call resolution.

What does a day in the life of a Support Technician look like?:

  • Research and identify solutions to hardware issues
  • Provide consultative advice on how to upgrade, customize, build computers (laptop)
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports

What are the required qualifications of a Support Technician?:

  • BS degree in Information Technology, Computer Science or a relevant field.
  • Minimum of 2 years proven work experience as a Technical Support Engineer, IT Help Desk Technician, or similar role
  • Minimum of 2 years handson experience with hardware troubleshooting and building a computer from scratch
  • Good understanding of computer systems
  • Ability to diagnose and troubleshoot intermediate to advance technical issues (Windows)
  • Excellent problemsolving and communication skills
  • Ability to provide stepbystep technical help, both written and verbal
  • Ability to type 30 to 40 WPM

Preferred Qualifications:

  • Mobile devices and other tech products