Technical Support Level 1

5 days ago

Kirkland, Canada Iris Technologies Inc Full time

Iristel is one of the largest and fastest-growing telecommunications companies in Canada, was founded in 1999, Iristel operates facilities-based voice networks extending coast-to-coast-to-coast and operates internationally. One of our main objectives is to help Businesses & Consumers connect through reliable, affordable and accessible telecommunications products and services, Including, wholesale voice, data, 911, SMS and platform services that are supported by Iristel’s unified VoIP and GSM networks. It is the majority owner of Ice Wireless, a facilities-based mobile network operator that delivers state-of-the-art 3G/4G/LTE-A technology to rural and remote areas in Canada’s North.

Iristel's success is based on its vision, experience and expertise. The company has evolved from a small start-up to an international telecommunications service provider and today is an industry leader setting the course for tomorrow's new and exciting wireless IP services.

***

We are looking to fill positions for a **T**echnical Support Level 1 **agent. Technical support team is part of a Global Technology Infrastructure department and is responsible for managing the global network and service infrastructure. The team is expected to serve our customers with diligence, technical intelligence and high degree of customer focused communications.

**KEY RESPONSIBILITIES**
- Work closely with regional and global teams to provide ongoing support for the global service infrastructure.
- Track all incidents and customer requests in the firms Service Desk system.
- Follow documented procedures for incident resolution.
- Manage customer expectations and provide timely follow ups.
- Perform root cause analysis for service interruption/recovery.
- Support wireless roaming coordinator with updates to back-office systems as needed.
- Provide level 1 technical support to wireless customers with their operational needs.

**ESSENTIAL EXPERIENCE, KNOWLEDGE AND QUALIFICATIONS**
- 1 - 2 years’ experience in technical support role or related education.
- Verbal and written proficiency in English and French - Bilingual.
- Basic knowledge of network routing and switching technologies. Experience with routers, switches and firewalls a plus.
- Experience handling and communicating with non-technical customers.
- Basic understanding of IP telecommunications technologies and SIP Protocol.
- Excellent relationship building, communication and documentation skills.
- Excellent time management skills.
- Flexible and able to multi-task in a dynamic and fast-paced environment.
- A team player that can also work on own initiative.
- STRONG desire to learn and grow with the organization.

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