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Added 55 mins ago
ST
ECG Technician
St Thomas Elgin General Hospital
St. Thomas, ON
- $32.11 to $37.02 CAD / hour
- Part-time
The role of the ECG (Electrocardiogram) Technician is to provide quality and non-invasive diagnostic cardiac testing that includes Cardiac Stress Testing, ECG, Holter Set up and Scanning,…
Added 1 hour ago
TC
Licensed Automotive/Truck and Coach Technician/Apprentice Technician
The City of Guelph
Guelph, ON
- Other
Resumes are being accepted for the position of Licensed Automotive/Truck and Coach Technician/ Apprentice Technician within the Operations Department. Reporting to the Supervisor of Fleet…
Added 5 hours ago
J
Mech and Robotics Tech
JLL
Pitt Meadows, BC · Vancouver, BC
- Full-time
As a Mechatronics & Robotics Technician, you will use your skills to support the Operations Maintenance team in repairing and maintaining material handling equipment and pneumatic systems…
Added 7 hours ago
AA
Technicien en approvisionnement & logistique / Supply and logistic technician
Airbus Aircraft
Montreal, QC
- Full-time
The A220 commercial aircraft Programme is looking for supply and logistic technician to join our tooling department team based in Mirabel (Québec, Canada), where you will work jointly with…
Added 15 hours ago
LC
Testing Technician
LabTest Certification Inc.
Delta, BC
- $50,000 to $60,000 CAD / year
- Full-time
A well-established company with 20+ years in the TIC industry and locations worldwide is looking for a Testing Technician to join our team.
Added 15 hours ago
UM
Quality Technician Senior
Ultra Maritime
Dartmouth, NS
- Full-time
A positive, proactive attitude with a high level of self-motivation to deliver excellence
Added 16 hours ago
SM
Intermediate IT/VoIP Support Technician
Starport Managed Services Inc.
Charlottetown, PE
- Full-time
We are looking for a service-oriented Intermediate IT/VoIP Support Technician to support remote client users and environments while striving to achieve and surpass our service level…
Added 17 hours ago
IG
Maintenance Technician FSM
Inland Group of Companies
Calgary, AB · ITC Calgary
- Full-time
Drive and maintain a high level of efficiency and productivity;
Added 19 hours ago
B
NDT - RT2 Technician
BakosNDT
Edmonton, AB
- Full-time
We are currently seeking a CGSB certified RT2 Technician to join and contribute to our team. This is a full-time permanent position that will support our operations based out of Edmonton,…
Added 19 hours ago
S
Field Service Technician
STERIS
Ottawa, ON
- Full-time
…team in an essential industry, apply for our Field Service Technician position…
Added 20 hours ago
AI
Service Advisor - Maple Ridge Chevrolet Buick GMC
AutoCanada Inc.
Pitt Meadows, BC
- $60,000 to $100,000 CAD / year
- Full-time
Connecting customers to the right auto technician
Added 22 hours ago
BN
NDT - RT2 Technician
Bakos NDT
AB · Edmonton, AB
- Full-time
We are currently seeking a CGSB certified RT2 Technician to join and contribute to our team. This is a full-time permanent position that will support our operations based out of Edmonton,…
Added 23 hours ago
WO
Technical Support Specialist
White Owl Family Office Group
Georgetown, ON
- Full-time
Collaborate with other technician’s/network administrator to ensure efficient operation of the company’s desktop computing environment.
Added 23 hours ago
D
Emergency Response Technician
Dow
Fort Saskatchewan, AB
- Full-time
Dow is seeking an Emergency Response Technician to join our Emergency Services and Security (ES&S) team in Fort Saskatchewan.
Added 23 hours ago
Administrative Talent Pool (AS3, AS4) - Fort McMurray
Government of Alberta
Fort McMurray, AB
Added 23 hours ago
C-
Technicien de service
Copicom - Copicom Solutions, divisions de KYOCERA Document Solutions Canada, Ltée
Montreal, QC
- Full-time
Added 23 hours ago
EV
Veterinary Receptionist
Ethos Veterinary Health
Toronto, ON
- $20 to $22 USD / hour
- Full-time
At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.
Added 23 hours ago
A
Technicien en approvisionnement & logistique / Supply and logistic technician
Airbus
Mirabel, QC · Montreal, QC
- Full-time
The A220 commercial aircraft Programme is looking for supply and logistic technician to join our tooling department team based in Mirabel (Québec, Canada), where you will work jointly with…
Added 1 day ago
D-
Technicien Informatique
DELAN - IT Talent Solutions
Montreal, QC
- Full-time
The IT Technician will be responsible for level 1 and 2 IT support and technical assistance to employees, while contributing to the maintenance of the Microsoft infrastructure and to IT…
Added 1 day ago
D-
Superviseur TI
DELAN - IT Talent Solutions
Montreal, QC
- Full-time
Supervise an L1/L2 technician and handle level 2 and 3 incidents
Added 1 day ago
Production Technician
Phantom Screens
Abbotsford, BC
Reporting to the Production Supervisor and accepting daily direction from the area Team Lead, the Production Technician is expected to achieve pre-determined product volume output and…
Added 1 day ago
NG
Desktop Support Engineer (Level 2)
NSC Global
Brantford, ON
- Other
NSC Global is currently looking for a Desktop Support Engineer Level 2 to join our growing company.
Added 1 day ago
W
Repair and Maintenance Technician / Artificial Lift
Weatherford
Clairmont, AB
- Full-time
Join our team as a Repair & Maintenance Technician, where you'll play a critical role in ensuring the reliability and performance of our field tools and equipment. This position involves…
Added 1 day ago
W
Repair and Maintenance Technician / Wireline
Weatherford
Edmonton, AB
- Full-time
Join our team as a Repair & Maintenance Technician, where you'll play a critical role in ensuring the reliability and performance of our field tools and equipment. This position involves…
Added 1 day ago
AA
Level 1 IT Technician
AMI Attachments
ON · Hawkesville, Ontario
- Full-time
We are seeking a Level 1 IT Technician to provide day-to-day technical support across the organization. The successful candidate will be responsible for managing helpdesk requests,…

AVI-SPL Canada

Rep, Technical Support

AB, Canada
Edmonton, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 6, 2026
Experience: 1-2 years of customer service experience.
Posting language: English
Posted: Oct 7, 2026

Original job description

As a Technical Support Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You’ll coordinate solutions by identifying issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements SLAs.

When necessary, you will escalate complex technical matters to the appropriate internal or external resources, ensuring timely and effective resolution. Your role will be critical in delivering exceptional customer support and maintaining high service standards.

Who We Are

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

What You’ll Do

As a Technical Support Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You’ll coordinate solutions by identifying issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements SLAs.

When necessary, you will escalate complex technical matters to the appropriate internal or external resources, ensuring timely and effective resolution. Your role will be critical in delivering exceptional customer support and maintaining high service standards.

Day-To-Day Responsibilities

Case Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs. This will include dispatching field technicians, and processing parts requests where needed.
Follow-Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.
Vendor Management: Oversee hardware repair coordination, including Return Merchandise Authorizations (RMAs), obtain and evaluate quotes, ensure accurate pricing, compatibility and lead times where applicable.
Troubleshooting: Coordinate solutions by identifying and troubleshooting issues.
Collaboration: Work with internal teams, including escalation groups, to resolve customer challenges and ensure satisfaction.
Escalation Handling: Highlight complex technical issues to appropriate internal or external resources for advanced troubleshooting and resolution.
Monitoring & Proactive Support: Utilize monitoring tools like AVI-SPL’s Symphony to proactively identify and address customer environment issues.
Training & Development Participate in ongoing training programs to stay up to date on AVI-SPL products, services, and emerging AV technologies.
Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

Must-Haves

WHAT WE’RE LOOKING FOR

High school diploma or equivalent.
1-2 years of customer service experience.
Strong written and verbal communication skills.
Excellent problem-solving and troubleshooting abilities, with a structured approach to resolving issues.
Time management skills to handle multiple priorities effectively.
Excellent capability to switch tasks while adapting to changing priorities.
Ability to work both independently and as part of a collaborative team.
Willingness to learn and research technical solutions using provided resources (internal KBs, vendor guides, manufacturer forums, etc.) under supervision.

Nice-To-Haves

College degree in Electronics, IT, or a related field.
Experience in the AV/Video Conferencing
Hands-on experience with hardware repair processes and vendor coordination.
Proficiency with monitoring and analytics tools like AVI-SPL’s Symphony or similar platforms.
Manufacturer certifications from AV and IT vendors
Experience supporting customers across different time zones or regions.
Familiarity with ServiceNow or other Incident Management Tools Zendesk, Freshdesk, Freshservice, etc.

Compensation

Pay Type

Min Base

Max Base

Salary

CAD $50,000.00

CAD $80,000.00

Actual compensation will be determined based on factors including skills, experience, qualifications, and location.

WHY YOU’LL LIKE WORKING HERE

Medical benefits, including vision and dental
Paid holidays and PTO
Enjoyable and dynamic company culture
Training and professional development opportunities

More About Us

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.

Apply About employer

More about this job

Responsibilities

Manage customer service requests in ServiceNow, prioritize cases to meet SLAs, coordinate technician dispatches and parts requests, and communicate case updates. Coordinate vendor hardware repairs and RMAs, use monitoring tools to identify issues, and escalate complex technical matters to appropriate resources.

Requirements

A high school diploma or equivalent and 1–2 years of customer service experience are required, along with strong communication, troubleshooting, problem-solving, and time-management skills. Candidates should be able to manage changing priorities, work independently and collaboratively, and learn technical solutions using available resources; AV/IT education and related tools or vendor experience are preferred.

Skills

Customer Service
Technical Support
Case Management
Troubleshooting
Problem-Solving
Written Communication
Verbal Communication
Time Management
Task Prioritization
Vendor Coordination
Hardware Repair Coordination
Escalation Handling
Customer Follow-Up
Monitoring and Proactive Support
Team Collaboration

Benefits

Medical Benefits
Vision Insurance
Dental Insurance
Paid Holidays
Paid Time Off
Training and Professional Development

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
Symphony
Incident Management
Service Level Agreements
Technical Support
Customer Service
Case Management
Troubleshooting
Field Technician Dispatch
Parts Requests
Vendor Coordination
Hardware Repair
Return Merchandise Authorization
RMA
Quote Evaluation
Escalation Management
Proactive Support
Monitoring Tools
AV Technology
Video Conferencing
Electronics
Information Technology
Manufacturer Certifications
Zendesk
Freshdesk
Freshservice

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