Senior Technical Support Specialist

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 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 Senior Technical Support Specialist to our team!

The Senior Technical Specialist (“STS”) is responsible for handling both routine and extraordinary requests mostly focusing on Technical Delivery of EGATE Services. The STS will handle dealing with technical aspects including provisioning, troubleshooting and other deployment issues. The STS will have a good level of Customer Service and advanced Technical Skills to ensure issues impacting a customers business are quickly assessed and resolved.

This is a fully in-office position based at EGATE's head office. As EGATE supports customers in a 24/7 business environment, flexibility to support scheduled evening, weekend and after-hours coverage is required based on business needs.

Responsibilities:

• Respond to items in Ticketing and Ordering Systems in queues relevant to skills
• Analyze individual items requiring repair or troubleshooting in systems and determine steps to diagnose and ultimately repair issues
• Provision equipment as requested for Orders in Order Systems
• Deal with escalations raised by Internal teams
• Ensure change management procedures are followed for any issues following within scope
• Respond to alarms and other automated monitoring systems as expected
• Determine if Alarms or Tickets represent an Incident and start Incident process if required.
• Troubleshoot customer issues and resolve issues and update customer accordingly
• Escalate tickets as required for more senior technical handling
• Follow up on complex orders with carriers and customers to ensure smooth delivery experience
• Update data as appropriate in key EGATE systems in JIRA, Sharepoint, Kayako, and Dynamics 365.

Requirements:

• Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
• Minimum 5+ years of professional experience in a technical support role
• Thorough knowledge of Voice and Network Systems
• Experience or working knowledge of Fortinet provisioning/troubleshooting and Cato troubleshooting/provisioning considered an asset
• Confident, friendly and assertive disposition
• Comfortable using knowledge and judgment to problem solve independently
• Enjoys working in a fast-paced environment
• Self-motivated and continuous learner
• Positive attitude, reliable and trust-worthy
• Able to work fully from EGATE's head office
• Able to participate in scheduled evening, weekend and after-hours coverage as required

Nice to have:

• Understanding of PPPoE
• CCNA designation
• VoIP certification
• French language skills
• Exposure to Ansible
• Exposure to Grafana or similar monitoring dashboards

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 (pop, water, coffee, tea)
• Accessible by transit, with free parking onsite
• Company social events, including birthday celebrations and team outings

Our hiring process includes interviews, a technical assessment, and background/reference checks. While we value every candidate's interest, only qualified candidates will be contacted.

EGATE is an inclusive work environment and as such has a workplace accommodation policy in place; if you require any accommodation please advise in your application so we may coordinate.

Pay: $60,000.00-$70,000.00 per year

Benefits:

• Company events
• Discounted or free food
• On-site parking
• Paid time off

Work Location: In person