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Tier 1 Support Specialist

2 weeks ago

Nisku, Canada Latium Technologies Inc. Full time

**About Us**

At Latium Technologies, we design and manufacture innovative solutions that transform job site monitoring and security. From mobile security trailers to our Job Site Insights (JSI) platform, our products integrate cameras, sensors, solar power, and advanced analytics to help clients monitor and manage their sites in real time. To support our clients and keep their sites online, we are growing our customer support team.
**Job Summary**

We are seeking a Tier 1 Support Specialist to be the first point of contact for technical issues and client inquiries. In this role, you will monitor active sites, triage alerts, and resolve first-level technical issues. You’ll maintain excellent communication with clients and escalate more complex issues to higher support tiers when necessary. This position is ideal for someone who is detail-oriented, customer-focused, and eager to grow in the technology and security industry.
**Key Responsibilities**
- Monitor in-house software alerts on a daily basis
- Triage and resolve first-level technical issues, escalating to Tier 2/engineering teams when required
- Maintain accurate records of issues, actions, and resolutions in the support ticketing system (HubSpot)
- Assign tickets to the appropriate team or department to ensure timely resolution
- Contact site personnel regarding outages or device issues to provide troubleshooting steps or arrange further assistance
- Provide proactive updates to clients and internal teams on the status of ongoing issues
- Follow standard operating procedures for incident handling and escalation
**Qualifications**
- Post-secondary education in Information Technology, Computer Science, or a related field, or equivalent hands-on experience in a technical support role
- 1-3 years of experience providing technical support for hardware, software, or SaaS solutions
- Basic knowledge of Microsoft Windows, Microsoft Office (Excel, Word), and cloud-based software tools
- Strong troubleshooting and problem-solving skills with the ability to diagnose both hardware and software issues
- Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users
- Strong attention to detail and the ability to manage multiple priorities simultaneously
- Familiarity with ticketing systems (experience with HubSpot is an asset)
- Ability to work independently while collaborating effectively with cross-functional teams
**We Offer**
- Competitive salary (based on experience)
- Health and dental benefits after probation
- Opportunities for growth within a fast-expanding technology company
- Hands-on experience with innovative job site monitoring and security solutions
- A supportive, team-oriented work environment

Pay: $45,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- On-site parking
- Paid time off
- Vision care

Work Location: In person