Customer Technical Support Jobs

Guardian Mobility is seeking a Junior Technical IT and Client support person to join our team.

Guardian Mobility is a based in Ottawa that provides tracking, monitoring, and messaging services, along with airtime and billing services primarily to the aviation industry for mission critical operation. The company is evolving its products and services offering to address a variety every need for mobile communication, higher data rate in an IP based network. The role is a full-time junior position that will be expose to many parts of the business with growth potential with the company.

Technical IT and Client support Role

·Client technical support – Provide support to clients with their hardware, software and service over phone, email, or video conferencing, help troubleshoot issues reported. Develop and maintain a complete understanding of our products and ongoing releases. Respond quickly to urgent issues, and escalating to product development team when required.

·IT Maintenance/Monitoring – Responsible to monitor and maintain all security, network availability, and performance of all networks and systems including email, servers, products, and services.

·IT/Client technical set up - Assist clients with the implementation of the new product and service, which maybe includes setup of secure network, VPNs, documentation, etc.

·Product and Services development – Provide input into the network design, architecture, and testing for launch of new product and or service.

·Training and documentation – Write and keep update documentation, for the client and internal process. Create training material for clients.

Technical IT and Client support Skills

·Technical skills– excellent technical, and network knowledge are vital in this role with the ability to transferer that knowledge in clear and easy to understand way to help the client resolve any reported issues. Also keep up with industry technical development and best practices.

·Team collaboration– support analysts tend to work within the team to resolve user issues, so effective collaboration within the department is essential and how it impacts the business.

·Problem-solving skills– this role requires excellent technical and creative problem-solving skills, in-depthanalysis ofcomplex technical issue and deploy solutions to clients.

·Time management– support analysts typically handle multiple user issues at once, so they should be able to effectively manage their time, set priorities, and resolve problems in a timely manner.

·Communication skills– effective communication is vital in this role, since support analysts prepare and maintain reports about problems and frequently talk users through steps, they can take to resolve software and hardware issues.

·Self-starter – Individual who takes initiative and are client-focused.

Qualifications:

·Post-Secondary with a focus on computer science or networking preferred.

·IP and Cloud networking architecture knowledge.

·Experience with Linux and Microsoft Windows Server operating systems.

·Exceptional written, verbal, and interpersonal communications skills.

·Multilingual would be an asset.

·Must be eligible for a Government of Canada Security clearance.