Technical Support Tier I Jobs

Demonstrated knowledge and experience using change/problem management software, tools and processes.

Communicates daily technical problems and resolutions to employees, coworkers and management based on the response timeline objectives.

Builds and manages relationships with cross-functional team members and employees

Builds and manages relationships with vendors to ensure service quality.

Minimum of 2 years' experience in an IT/IS Service desk role with practical LAN/Desktop support experience (not call center based).

MCP, CCNA, A+ certification are considered assets.

Exceptional skills in problem solving & time management

Concisely document software, hardware, and network information in a case management system

Prioritize between tasks including inbound calls, existing case management, live chat, email requests

Troubleshoot client hardware and software products over the phone and through remote sessions

Provide an exceptional customer experience during calls, emails, chat, and customer escalations

Continuously learns new skills, technologies & products

Troubleshooting company products and services; enhancing the customer experience through excellent communication of complex situations and solutions.

Great Benefits: HEALTH + DENTAL + VISION (We’ve got you covered!)

A minimum of 3-6 months of technical customer service experience

Strong communication skills and the ability to empathize with customers, breaking down complex problems into understandable/common terms is also necessary

Technical aptitude, problem-solving skills and ability to prioritize multiple items at once

Fully Remote Position – Must reside in and be legally eligible to work in Canada

Install, configure, maintain, and solve errors for content management systems including WordPress, among others

Experience and knowledge of web hosting is a plus

Provide customers with a “WOW!” experience

Must have experience working as technical support representative

Excellent written and verbal communication skills in English

Work from anywhere - this is a remote opportunity

Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you

Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)

WeWork partnership and “Work from Anywhere” program

Be the first stage of support covering our Guardian product and associated Embedded offerings using the GuardianConnect SDK

Become familiar with the Guardian Firewall product and partner-based offerings that we’ve launched through our Guardian Connect program and SDK

Use your initiative to proactively find ways to improve the customer experience

Experience providing technical support for a consumer product

Experience with working on call in a 24/7 environment

Experience using Zendesk or a similar ticketing system

Excellent time management and organizational skills

Escalate any viral and other security threats to Sr. IT staff (System and Network Admin + Management)

Follow the direction of Sr IT staff related to planning, creating and deploying security and device management policies

We offer a competitive salary, incentive program, and an excellent benefits package

Communicate IT policies and processes to users and managers as required.

2-5 years of experience providing technical support, preferably in a corporate environment

A college certificate or diploma in information technology and/or have relevant experience and industry certification.

Solid working knowledge of Microsoft Windows, Microsoft 365 and other Microsoft Office programs is a requirement.

Create and manage tickets using service desk software.

Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is required.

Answer incoming calls for technical/customer service support.

Respond to incoming e-mails concerning technical issues.

Contributing to Delivra’s knowledge management by identifying and/or creating knowledge base articles.

Attractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)

Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here!)

Remote work fund to create a successful home working setup

High-end hardware and equipment — in the office and at home

Update Knowledge Base articles based on your new learnings

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation

Ability to work independently without relying on significant management oversight.

Education and Years of Experience:

Prefer 1-2 years of experience working for a mobile carrier such as Verizon, AT&T, T-Mobile, & Sprint.

Strong attention to detail and organizational skills.

Multitasking skills and ability to keep up in a fast-paced work environment.

Experience working for a mobile carrier or equivalent.

Excellent time management and organizational skills

Assign and manage Asset System, configure laptops and PCs with software

Strong interpersonal and communication skills

Commitment to remain current in systems technologies and certifications as appropriate

Intermediate knowledge of Microsoft products, Azure, Teams, and Office 365, and an aptitude for troubleshooting computer hardware and software

Post-secondary education in computers/administration is an asset

100% remote – Candidate must be in Mountain Time zone

• Assist inexperienced or nontechnical end users in resolving issues

• Inbound/Outbound technical support center experience

• Experience in Salesforce, Jira, Linux, any ticketing systems and troubleshooting is a huge plus.

• Experience in technical support for hardware/ in supporting devices is required.

Shifts (candidate can opt for one or more preferred shifts out of these):

Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred

Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required

Medical, dental and vision benefits

Excellent verbal and written communication skills; proficient reading skills required

Prior customer service experience preferred

Generous PTO - be sure to ask about our new unlimited Vacation Policy

Demonstrated knowledge and experience using change/problem management software, tools and processes.

Communicates daily technical problems and resolutions to employees, coworkers and management based on the response timeline objectives.

Builds and manages relationships with cross-functional team members and employees

Builds and manages relationships with vendors to ensure service quality.

Minimum of 2 years’ experience in an IT/IS Service desk role with practical LAN/Desktop support experience (not call center based).

MCP, CCNA, A+ certification are considered assets.

Working closely with partner teams including AV hardware deployment, AV Escalation and MeetEx to drive continuous improvement of the customer experience

BA/BS degree in a related technical field, or equivalent industry experience

Excellent troubleshooting, problem-solving and diagnosis skills with a strong understanding of signal flow

Experience with network technology including video and audio over IP (e.g. Dante/AES)

Excellent communication, interpersonal and presentation skills, both oral and written

Strong prioritization and organizational skills with attention to detail

• Providing regular reports to management on support activities, metrics, and trends

• Excellent communication and interpersonal skills to effectively manage a team and interact with customers

• Understanding of ITIL framework and service management best practices

• Strong technical knowledge of the platform being supported, including its architecture, configuration, and integration points

• Ability to work well under pressure and manage multiple priorities simultaneously

• Experience in developing and implementing support processes and procedures to improve support delivery

Education, Experience, Knowledge and Skills

● Perform asset management and establish accounts and hardware for new employees.

● Degree/Diploma in business, computer science or a related field involving data management/analysis and/or technology

● Experience with Windows 11, Azure AD/Endpoint Manager, GCP, and Google Workspace

● Participate in business-wide meetings to provide insight into technical requirements

● Minimum 1 year of relevant experience in a technical support role

Providing remote support for Evertz customers

Excellent written and verbal communication skills

Detail oriented with strong analytical and problem-solving skills.

Broadcast knowledge an added bonus

Act as an expert level technical advisor or specialist on highly complex initiatives.

Solve problems by replicating user workflows and provide solutions