Technical Support Specialist

Who we are

For 25 years, Intranet Connections has been dedicated to helping community-focused organizations enhance their workplace culture and productivity through our purpose-built intranet solutions. Our platform serves a diverse clientele, including financial institutions, healthcare providers, government agencies, and corporate entities, by centralizing information, fostering employee engagement, and streamlining compliance management. At Intranet Connections, we pride ourselves on our
SPICED
values—Simplicity, Positivity, Integrity, Creativity, Empathy, and Diversity—which guide our commitment to creating a supportive and innovative work environment.

Opportunity Overview

We are looking for a technically strong, customer-focused
Technical Support Representative
to join our growing support team. In this role, you'll be on the front line helping customers solve technical challenges, troubleshoot complex environments, and ensure our intranet solutions run smoothly across a range of infrastructures. You'll work closely with our Development and Product teams to escalate issues, contribute to problem resolution, and improve the overall customer experience. This role is perfect for someone who enjoys diagnosing technical problems, working in Windows environments, and helping customers "connect the dots" in their hosted or on-premise environments.

If you're a problem solver with excellent communication skills and a passion for helping people succeed with technology, we'd love to meet you.

Key Responsibilities

• Resolve technical support tickets
  via email and screen-sharing, focusing on root-cause diagnosis and clear solutions
• Troubleshoot
  a wide range of environmental issues, including networking, Active Directory, authentication, and email notifications
• Set up and configure
  cloud environments for customers and internal teams
• Collaborate
  with Development on escalated software issues to ensure timely resolution
• Document
  technical processes, troubleshooting steps, and best practices to support a shared knowledge base
• Contribute
  to improving customer satisfaction, ticket resolution quality, and overall support efficiency

Ideal Candidate Profile

• Bachelor's degree or diploma in Business/Technology or 2+ years of relevant experience in a technical support role
• Experience with virtualized servers, Active Directory, 365, Azure, databases, and Networking
• Strong technical acumen with the ability to break down complex issues into clear, actionable steps
• Excellent written and verbal communication skills, especially in documenting solutions
• Proven problem-solving abilities, with a calm and customer-centric approach
• Comfort working in Windows server environments
• Highly organized, detail-oriented, and able to manage multiple issues simultaneously

Why Join Intranet Connections?

• Impactful Work:
  Join a mission-driven company that helps organizations create meaningful workplace connections.
• Collaborative Culture:
  Work in an environment that values innovation, teamwork, and employee well-being.
• Career Growth:
  Lead and shape the future of customer success at a company that values leadership development.
• Work-Life Balance:
  Enjoy flexible work arrangements and a supportive team environment.

IC Benefits

• Flexible working remotely with occasional team collaborations in-person.
• Excellent health and dental coverage.
• Wellness initiatives (physical, mental).
• Three weeks of paid time off to start.
• Additional paid/bonus days (one-week equivalent).
• Six paid sick days.
• Two volunteer days.
• Learning & development support (avg $1,500 per person).
• Fun culture with daily connection, care, and recognition.
• Virtual and in-person team events.

Additional Notes:

• Authorization to work in Canada is required for this role.