Technical Support Analyst
Technical Support Specialist / IT Support Analyst (Remote)
Job Type: Full-Time / Remote
We are seeking a Technical Support Specialist to provide frontline support for customers experiencing internet, voice, networking, and technical service issues. This role involves troubleshooting, ticket management, customer communication, and working with internal teams and service providers to ensure timely issue resolution.
Key Responsibilities:
- Handle inbound support tickets, phone calls, and customer enquiries
- Troubleshoot internet, networking, VoIP, and service-related issues
- Manage incidents according to Service Level Agreements (SLAs)
- Monitor and support Linux-based systems using command-line tools
- Configure and troubleshoot VoIP systems, SIP, and PBX environments
- Work with network carriers and vendors to resolve service disruptions
- Maintain accurate documentation and update troubleshooting guides
- Escalate complex issues to senior technical teams when required
- Track, manage, and resolve customer support tickets end-to-end
- Contribute to process improvements and knowledge base updates
Requirements:
- Diploma or post-secondary qualification in Computer Science, Engineering, IT, or a related field
- Minimum 1 year of technical support, help desk, NOC, ISP, or customer support experience
- Knowledge of networking concepts including TCP/IP, DHCP, LAN, NAT, and subnetting
- Understanding of VoIP technologies including SIP and PBX systems
- Experience with ticketing platforms such as Zendesk, ServiceNow, Jira, or similar tools
- Familiarity with Linux administration and command-line environments
- Strong troubleshooting, analytical, and problem-solving skills
- Excellent customer service and communication abilities
- Bilingual French/English skills are an advantage
Technical Keywords:
- Technical Support
- Help Desk Support
- IT Support
- Network Support
- VoIP Support
- SIP
- PBX
- Linux Administration
- TCP/IP
- DHCP
- NAT
- Subnetting
- Zendesk
- ServiceNow
- Incident Management
- Customer Support
- ISP Support
- Network Troubleshooting
- Remote Support
- Telecommunications
Benefits:
- Remote work flexibility
- Internet allowance
- 3+ weeks paid vacation
- Paid personal days
- Birthday leave
- Health, dental, and vision insurance
- Employee and Family Assistance Program
- Lifestyle spending account
- Professional development and training support
- Recognition and rewards program
- Annual company events and team gatherings
Ideal Candidate:
- Customer-focused and technically minded
- Strong communicator with excellent listening skills
- Comfortable working in a fast-paced support environment
- Able to manage multiple priorities and deadlines
- Proactive problem-solver with strong attention to detail
- Team player who enjoys continuous learning and development
This role is ideal for professionals looking to build a career in IT Support, Network Operations, Technical Support, Telecommunications, VoIP Systems, or Infrastructure Support while working in a flexible remote environment.