Technical Support Team Lead

**Technical Support Team Lead**

**About us**:
EGATE Networks is a leading provider of managed network services, VoIP solutions and digital signage. Whether we’re an extension of a client’s existing IT team, or managing their outsourced IT structure, we’re customer obsessed and aim to provide best in class services. Our team is small but our impact is mighty

**About the position**:
We’re growing and are looking to add a Technical Support Team Lead to our team

The Technical Support Team Lead will report to the Manager, Customer Care and is responsible for efficiently assigning tickets amongst a team. This role will require strong networking experience to solve escalated customer technical issues, including hardware issues. Being familiar with the different technologies EGATE offers, as well as general and customer policies, will ensure that accurate information is provided to clients. If you’re passionate about delivering best in class technical support and have a passion for leadership, we would love to hear from you

**Why EGATE**:

- We’re big believers in continuous learning and support our employees’ professional development
- Competitive compensation, including paid vacation and sick days, Health Spending Account
- Small, friendly office environment with free beverages
- Accessible by transit, with free parking onsite
- Company social events, including birthday celebrations and team outings

**Responsibilities**:

- Support the Manager, Customer Care with providing leadership to the team
- Assist in managing work flow by assigning tickets and tasks to the team
- Liaise with engineering department and management to solve complicated issues, owning issues and seeing through to timely resolution and customer satisfaction
- Proactively checks in with customers and actively manages longer-term issues
- Participate regularly in training on products and services, as well as general and corporate initiatives to maintain a strong knowledge of EGATE’s offerings
- Ensure accurate documentation within customer database
- This position requires occasional client site visits, approximately once per month
- After hour support to ensure coverage for our national customers

**Requirements**:

- Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
- Minimum 5 years of professional experience in progressive technical support roles, preferably with a strong understanding of networking in order to know when issues need escalating
- Experience working with, networking, VoIP, Cisco and DSL
- 2 years of leadership experience, managing or providing support to a small team
- Valid G license in good standing
- Assertive yet friendly disposition with superior organizational skills
- Enjoys working in a fast-paced environment
- Self-motivated and continuous learner
- Positive attitude, reliable and trust-worthy

**Nice to have**:

- CCNA designation
- VoIP certification
- Working knowledge of French

Salary Range: 60,000-70,000

Work Location (Office or Hybrid): Office.

**Salary**: $60,000.00-$70,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Toronto, ON M3A 2P8: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Do you have experience working with Cisco?
- Do you have experience working with DSL?
- Do you have at least 2 years of leadership experience, managing or providing support to a small team?

**Experience**:

- Technical support: 5 years (preferred)

**Language**:

- French (preferred)

Licence/Certification:

- Class G Licence (preferred)
- CCNA (preferred)
- VoIP (preferred)

Work Location: One location