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EGATE Networks

Senior Technical Support Specialist

Toronto, ON, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Apr 24, 2027
Experience: Minimum 5+ years of professional experience in a technical support role
Posting language: English
Posted: Oct 26, 2026

Original job description

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.

Apply About employer

More about this job

Responsibilities

Respond to support tickets and orders, provision equipment, troubleshoot network and voice service issues, and resolve or escalate incidents while keeping customers informed. Follow change management procedures, coordinate complex deliveries with carriers and customers, monitor alarms, and maintain accurate records in EGATE's systems.

Requirements

A bachelor's degree in Computer Science or Engineering is preferred, or equivalent experience, along with at least five years of professional technical support experience and thorough knowledge of voice and network systems. Candidates should have strong customer service and independent problem-solving skills, be able to work fully in the office, and be available for scheduled evening, weekend, and after-hours coverage.

Skills

Technical Support
Network Systems
Voice Systems
VoIP
Provisioning
Troubleshooting
Incident Management
Change Management
Customer Service
Problem Solving
Fortinet
Cato
PPPoE
CCNA
Ansible
Grafana

Benefits

Paid Vacation
Paid Sick Days
Health Spending Account
Professional Development Support
Free Beverages
Free Onsite Parking
Company Social Events

Visa sponsorship

Not detected in the job text

Keywords

Managed Network Services
VoIP
Digital Signage
Technical Support
Network Systems
Voice Systems
Provisioning
Troubleshooting
Ticketing Systems
Order Management
Incident Management
Change Management
Alarm Monitoring
Fortinet
Cato
PPPoE
CCNA
Ansible
Grafana
JIRA
SharePoint
Kayako
Microsoft Dynamics 365
Carrier Coordination
Customer Service
Technical Delivery

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