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 Technical Support Specialist to our team!

The Technical Support Specialist will report to the Manager, Customer Care and is responsible for efficiently solving customer technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies to ensure that accurate information is provided to clients. If you're passionate about delivering best in class technical support and have a strong customer service orientation, we would love to hear from you!

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:

• Answer customer calls and emails regarding technical issues, triaging appropriately and striving for first-call resolution when possible
• Perform initial troubleshooting for managed network, connectivity, VoIP, SD-WAN, Fortinet and Cato-related customer issues, escalating where appropriate
• Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction
• Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as required
• Participate regularly in training on products and services, as well as general and corporate initiatives to maintain a strong knowledge of EGATE's offerings
• Ensure accurate documentation within customer database
• Support scheduled coverage for national customers, including evening, weekend and after-hours shifts as required

Requirements:

• Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
• Minimum 2 years of professional experience in a technical support role
• 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 two 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.