Technical Support

2 weeks ago

Ottawa, Canada Zodiac Light Waves Inc. Full time

As a growing company we are looking to fill two technical support position. We are looking for an individual looking to grow within our company and take a leadership role.

**Job Title: Technical Support Specialist**

We are seeking a highly skilled Technical Support Specialist to provide assistance and troubleshooting for phone systems, network infrastructure, and computer hardware and software. As a Technical Support Specialist, you will be responsible for diagnosing and resolving technical issues reported by users, ensuring smooth operation of all systems, and providing excellent customer service.

**Responsibilities**:
2. Diagnose and resolve network issues, including connectivity problems, slow performance, and configuration errors.

4. Respond to support tickets and inquiries in a timely manner, prioritizing critical issues and escalating complex problems to higher-level support teams when necessary.

5. Document support interactions, including detailed descriptions of reported issues, troubleshooting steps taken, and resolutions implemented, to maintain accurate records and facilitate knowledge sharing.

6. Provide training and guidance to users on the proper use of phone systems, network resources, and computer equipment to improve efficiency and reduce recurring issues.

7. Collaborate with other IT teams, including network administrators, system administrators, and software developers, to resolve complex technical issues and implement system upgrades and enhancements.

8. Stay up-to-date on emerging technologies and best practices in technical support, participating in training programs and professional development activities to enhance skills and knowledge.

**Requirements**:
1. Proven experience in technical support roles, with expertise in troubleshooting phone systems, network infrastructure, and computer hardware and software.

2. Strong knowledge of telecommunications principles and protocols, including VoIP, SIP, and PBX systems.

3. Familiarity with networking concepts and protocols, including TCP/IP, DNS, DHCP, and VLANs.

5. Excellent communication skills, with the ability to clearly explain technical concepts to non-technical users and collaborate effectively with team members.

6. Strong problem-solving skills, with the ability to analyze complex issues, identify root causes, and implement effective solutions.

7. Customer-focused mindset, with a commitment to delivering high-quality technical support and exceeding user expectations.

9. Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.

10. Work Experience with FORTIGATE, ARUBA, and Ubiquity are a plus.

This Technical Support Specialist position offers an exciting opportunity to work in a dynamic IT environment, supporting a wide range of technologies and collaborating with talented professionals to deliver exceptional service to our users. If you have a passion for technology and a desire to help others succeed, we encourage you to apply.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift

**Experience**:

- aruba central: 2 years (required)
- Computer networking: 3 years (required)
- SIP and VOIP: 3 years (required)

Licence/Certification:

- Driving Licence (required)
- ARUBA CERTIFICATE (preferred)

Work Location: In person

Expected start date: 2024-02-19

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