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Added 48 mins ago
X
Photonics Lab Technician - Measurement (Afternoon Shift)
Xanadu
Toronto, ON
- Full-time
…decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact…
Added 48 mins ago
X
Cyrostat Technician
Xanadu
Toronto, ON
- Full-time
Xanadu is seeking a Cryostat Technician to support our next-generation cryostats and ongoing low-temperature device development. In this role, you will ensure our cryogenic platforms are…
Added 1 hour ago
FH
Licensed Practical Nurse/Orthopaedic Technician- Jim Pattison Outpatient Care & Surgery Centre
Fraser Health Authority
Surrey, BC
- $32.84 to $44.96 CAD / hour
- Full-time
We are currently hiring for a Casual Licensed Practical Nurse/Orthopaedic Technician to join our Orthopaedic/Plastics Clinic at Jim Pattison Outpatient Care & Surgery Centre located in…
Added 1 hour ago
LC
Pharmacy Assistant - CPS
Loblaw Companies Limited
Mississauga, ON
- Full-time
…workplace is not only pristine, contemporary, and driven by technology where you can enjoy stable fixed shifts and a predictable schedule, that brings balance to your…
Added 1 hour ago
LC
Pharmacy Assistant - CPS
Loblaw Companies Limited
Mississauga, ON
- Full-time
…workplace is not only pristine, contemporary, and driven by technology where you can enjoy stable fixed shifts and a predictable schedule, that brings balance to your…
Added 4 hours ago
LC
Pharmacy Assistant - CPS
Loblaw Companies Limited
Burnaby, BC
- Full-time
…workplace is not only pristine, contemporary, and driven by technology where you can enjoy stable fixed shifts and a predictable schedule, that brings balance to your…
Added 4 hours ago
LC
Pharmacy Assistant - CPS
Loblaw Companies Limited
Burnaby, BC
- Full-time
…workplace is not only pristine, contemporary, and driven by technology where you can enjoy stable fixed shifts and a predictable schedule, that brings balance to your…
Added 4 hours ago
LC
Pharmacy Assistant - CPS
Loblaw Companies Limited
Richmond Hill, ON
- Full-time
…workplace is not only pristine, contemporary, and driven by technology where you can enjoy stable fixed shifts and a predictable schedule, that brings balance to your…
Added 7 hours ago
KT
Mapping technician
Kodiak Trail Works
Hilden, NS
- From $37 CAD / hour
- Full-time
Added 8 hours ago
IC
Commercial Service and Installation Technician
Intek Communications Inc.
Toronto, ON
- Full-time
Intek Communications Inc is looking to fill the position of Commercial Service and Installation Technician, under the direction of the Regional Manager. The Commercial Service and…
Added 9 hours ago
RM
AME (aircraft maintenance engineer) (except avionics)
Rotor Maxx Support
Parksville, BC
- From $30 CAD / hour
- Full-time
- On-site
Airframe mechanics and aircraft maintenance technology/technician
Added 10 hours ago
LS
User support technician
Lynxedge Solutions Inc
Victoria, BC
- From $37.1 CAD / hour
- Full-time
- On-site
Added 11 hours ago
RO
Associate Optometrist
Review of Optometric Business
Victoria, BC
- Part-time
Jobs Optometrist Jobs Ophthalmologist Jobs Optician & Technician Jobs Hiring Services for Employers SEE ALL JOBS »
Added 11 hours ago
RO
Associate Optometrist
Review of Optometric Business
Belleville, ON
- Full-time
Jobs Optometrist Jobs Ophthalmologist Jobs Optician & Technician Jobs Hiring Services for Employers SEE ALL JOBS »
Added 12 hours ago
MC
User support technician
MSP CORP
Whitehorse, YT
- From $34.18 CAD / hour
- Full-time
- On-site
Added 13 hours ago
UD
Web technician
Université du Québec à Rimouski - UQAR
Rimouski, QC
- $30.28 to $42.73 CAD / hour
- Full-time
- On-site
Respond to requests for help and information from Website visitors and Website designers
Added 13 hours ago
DB
User support technician
DASH BOOKING INC.
Winnipeg, MB
- From $32 CAD / hour
- Full-time
- On-site
Added 14 hours ago
BD
Fabrication Technician
Bulwark Dynamics
Toronto, ON · Greater Toronto Area, Canada
- Full-time
We're hiring a Fabrication Technician to build and repair structural and composite components for our 15ft and 35ft autonomous vessels. This role is fabrication-heavy - welding, fiberglass…
Added 14 hours ago
X
Field Technician Trainee, Concrete Imaging (NDT)
XRSounder
Mississauga, ON
- Full-time
As one of Xradar’s Field Technician Trainee, Concrete Imaging (NDT), you will have the opportunity to gain experience and grow your career in construction. This is a mentally and physically…
Added 14 hours ago
SP
Plastics manufacturing technician
Silgan Plastics
Lachine, QC
- From $36 CAD / hour
- Full-time
- On-site
Added 15 hours ago
AA
Maintenance mechanic technician - industrial
APEX ALUMINUM EXTRUSIONS
Langley, BC
- From $40.14 CAD / hour
- Full-time
- On-site
Added 15 hours ago
AG
Bookkeeper
ANDY GILL PROFESSIONAL CORPORATION
Edmonton, AB
- From $37.5 CAD / hour
- Full-time
- On-site
Accounting technology/technician and bookkeeping
Added 15 hours ago
FH
Licensed Practical Nurse/Orthopaedic Technician - Royal Columbian Hospital
Fraser Health Authority
New Westminster, BC
- $32.84 to $44.96 CAD / hour
- Full-time
We are currently looking to fill an opportunity for a Licensed Practical Nurse / Orthopaedic Technician to join the Cast Clinic unit at Royal Columbian Hospital located in New Westminster,…
Added 15 hours ago
C
User support technician
CYBERMETEORS
Edmonton, AB
- From $37.5 CAD / hour
- Full-time
- On-site
Added 16 hours ago
KG
Building Operator – Commercial (Toronto)
Kipling Group
Toronto, ON
- Full-time
…ensuring accurate reporting, risk management, and security of information. Kipling is committed to sustainability and social responsibility, aligning their Environmental, Social, and…

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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