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Added 21 mins ago
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CONSTRUCTION SITE LEAD
NPAworldwide
AB · Edmonton, AB
- Full-time
Our client is seeking an experienced, hands-on Construction Site Lead / Senior Construction Technician to work alongside the companys Construction Manager and serve as a trusted #2 in the…
Added 23 mins ago
Civil Designer/ Field Inspector
Hatch
Thunder Bay, ON
Hatch is seeking a motivated recently graduated Civil Designer / Field Inspector candidate to join the Highways & Bridges group in our in the Thunder Bay, ON location.
Added 37 mins ago
EN
NDT - RT2 Technician
Echo NDE
Rocky View No 44, AB · Rocky View County, AB
- Temporary
Prepare, transport, and set up RT equipment, including X-ray/gamma ray sources and digital imaging systems, at various field and client site locations
Added 1 hour ago
MP
Restoration Team Leader
Madison Property Restoration
Leader, SK
- Full-time
Office Manager, Field Operations Manager, Project Mgr., Clients, General Manager, Insurance Adjusters, Sub Contractors
Added 1 hour ago
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Temporary Full-Time Associate Fleet Technician
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Burnaby, BC
- Full-time
Every day brings something new in this fast-paced, hands-on role. As a Temporary Full-Time Associate Fleet Technician, you’ll use your mechanical expertise and problem-solving skills to…
Added 1 hour ago
CB
Production Technician
Chinova Bioworks
ON · Regional Municipality of York, ON
- Volunteer
As we continue to expand our portfolio and scale our manufacturing operations, we are looking for a Production Technician to join our Operations team in Charlottetown, Prince Edward Island.
Added 3 hours ago
LC
Chemistry Lab Technician RPT
Lambton College
Sarnia, ON
- Internship
At minimum a 2 year post secondary diploma in a relevant field
Added 4 hours ago
SS
Field Service Technician
Sécheron SA
Montreal, QC
- Full-time
…solutions or a passion for the electrified rail industry? This Field Service Technician role is your opportunity to join a globally recognized manufacturer specialized in DC switchgear,…
Added 4 hours ago
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Commercial HVAC Service Technician
Captiveaire - Region 114 Western PA
PE · Prince, PE
- Full-time
…procedures to provide the best product to our customers.” – Field Service…
Added 4 hours ago
C
Work Equipment Maintainer Grade 1
CPKC
Montreal, QC
- Full-time
Are you a skilled Heavy Duty Mechanic or Maintenance Technician looking to take your career to the next level? As a valued member of the CPKC Work Equipment team, you’ll have the…
Added 4 hours ago
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Commercial HVAC Service Technician
Captiveaire - Region 114 Western PA
Montreal, QC
- Full-time
…procedures to provide the best product to our customers.” – Field Service…
Added 5 hours ago
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Junior Security Technician - North Battleford Area
Convergint
Regina, SK
- Full-time
Convergint is currently recruiting for a Junior Security Technician to join our growing team in North Battleford, SK. As a Junior Security Technician, and under direct supervision, you will…
Added 7 hours ago
RP
Journeyperson Plumber and Gasfitter
R&B Plumbing and Heating Ltd.
North Vancouver, BC
- $41 to $55 CAD / hour
- Full-time
- On-site
…the wheel. You wanted to be a stellar plumbing and heating technician, after all, not a driver. Do we have to even mention that our fleet of service vehicles ? one of which will be assigned…
Added 7 hours ago
OF
Assistant Dairy Herdsperson
Oceanbrae Farms
Belmont Lot 16, PE
- Full-time
Working with the farm team during busy field seasons (spring planting, silage/hay season, corn silage harvest) in a variety of roles.
Added 7 hours ago
Polysomnography Technician
Winnipeg Regional Health Authority
Winnipeg, MB
A Polysomnography Technician, under direct supervision of a Polysomnography Technologist, the Polysomnography Coordinator, and Sleep Disorder Centre/HVADS Manager (indirect reporting…
Added 7 hours ago
Forest Planning and Development Technician
Natural Resources and Indigenous Futures
Winnipeg, MB
Reporting to the Timber Administration Lead, the Forest Planning and Development Technician supports the Timber Administration Lead in the tracking and reporting of Crown timber harvested…
Added 7 hours ago
DA
HVAC Repair Technician - Dallas Air Solutions
Dallas Air Solutions, LLC
Montreal, QC · Urban agglomeration of Montreal, QC
- Full-time
The job of HVAC Technician was established for the purpose/s of providing skilled Heating Ventilation and Air Conditioning (HVAC) services with specific responsibility for identifying…
Added 8 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 8 hours ago
Simulation Technician
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Sudbury, ON
Minimum of a three (3) year Diploma in Health Sciences, Information Technology (IT), Biomedical Engineering, or related field.
Added 8 hours ago
Simulation Technician
Health Sciences North
Sudbury, ON
Minimum of a three (3) year Diploma in Health Sciences, Information Technology (IT), Biomedical Engineering, or related field.
Added 8 hours ago
A
Clinical Research Technician
Altasciences
Montreal, QC
- Part-time
The Clinical Research Technician will work with Clinic teams to execute clinical trial activities. Responsibilities of the Clinical Research Technician include execution of tasks…
Added 8 hours ago
A
Sample Logistics Coordinator, Sample Management - 12-month contract
Altasciences
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- Full-time
Coordinate sample reception between QC, technician and Watson Designers
Added 8 hours ago
A
Technician I, Sample Management
Altasciences
Laval, QC
- Full-time
The Technician, Sample Management is responsible for sample management general activities: conduct general activities such as sample inventory, service request and disposal or shipment
Added 8 hours ago
V
Production Technician
Vylor
Lethbridge, AB · NA-CA-Lethbridge-Production
- Full-time
As a Production Technician, you will play a vital hands‑on role in our seed production operations, ensuring work is completed safely, efficiently, and to the highest quality standards.…
Added 8 hours ago
SI
Electrical Engineering Technician / Designer – Fire Alarm & Sprinkler Systems
Synectics Inc.
Waterloo, ON
- $26 to $32 CAD / hour
- Full-time
Electrical Engineering Technician / Designer - Fire Alarm & Sprinkler Systems

AVI-SPL Canada

Rep, Technical Support

Burnaby, BC, 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 against service level agreements, and coordinate technician dispatches, parts requests, and vendor hardware repairs. Troubleshoot and escalate issues, keep customers and internal teams updated, and use monitoring tools to identify potential problems proactively.

Requirements

Requires a high school diploma or equivalent, 1–2 years of customer service experience, strong communication and problem-solving skills, and the ability to manage changing priorities independently and collaboratively. Preferred qualifications include a related college degree, audio-visual or video-conferencing experience, hardware repair and vendor coordination experience, monitoring-tool proficiency, manufacturer certifications, and familiarity with incident management systems.

Skills

Customer Service
Technical Support
Case Management
Troubleshooting
Problem-Solving
Written and Verbal Communication
Time Management
Task Prioritization
Vendor Coordination
Hardware Repair Coordination
Incident Management
Escalation Handling
Monitoring and Proactive Support
ServiceNow
Audio-Visual Technology

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
Audio-Visual Technology
Video Conferencing
Technical Support
Customer Service
Case Management
Service Level Agreements
Incident Management
Troubleshooting
Field Technician Dispatch
Parts Requests
Hardware Repairs
Vendor Coordination
Return Merchandise Authorization
Escalation Handling
Monitoring Tools
Proactive Support
Internal Knowledge Bases
Vendor Guides
Manufacturer Forums
Zendesk
Freshdesk
Freshservice
Manufacturer Certifications
Electronics
Information Technology

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