Support Technician

The Support Technician is responsible for fielding VoIP support calls and emails in a professional, efficient and effective manner. The Technician must work within departmental guidelines for service delivery and forms an integral part of a 24 x 7 Support team responsible for ensuring the highest in Tier 1 and 2 customer support.

KEY RESPONSIBILITIES

Responsible for:

  1. Fielding VoIP support telephone calls and emails in a professional, efficient and effective manner.
  2. Helping VoIP customers with technical service issues.
  3. Escalating network monitor alerts via telephone and ticketing.
  4. Escalating severe issues to upper-tier technicians, while still owning the issue until it is resolved.
  5. Helping VoIP customers with limited billing and administrative issues.
  6. Creating and managing support tickets in an automated ticketing system.
  7. Communicating in English via the telephone and email; a second language i.e. German is an asset.
  8. Working with other shifts in the Support department to ensure tickets are followed up and closed.
  9. Administrative tasks as assigned.
  10. Any other duties as assigned. 

Human Resource Management
There is no management of personnel at this time. This position forms an integral part of the Support Services team so teamwork is very important.

Information Resources

  1. RT Ticketing system.
  2. Support documentation.

JOB SPECIFICATIONS

Education

  • Post secondary education in information technology or computer science an asset.

Previous Experience

  • Previous experience with IP Routing; DNS and a basic understanding of VoIP technology, and
    Telephone support or call centre experience a definite asset. 

Key Competencies

  • Technical skills:
    • IP and LAN troubleshooting, diagnosis and repair;
    • PC assembly and upgrading as an indicator of skills and interests desired for the position;
    • Basic SOHO router configuration ability, including port mapping (“virtual servers”), sub-netting and WIFI security, and
    • A high degree of computer literacy.
  • Problem-solving skills: A personal desire to follow problems through to their completion;
  • Communication skills: Excellent written and verbal English skills; a second language such as German is an asset;
  • Crisis management: Able to address customer issues in a timely and calm manner;   
  • Interpersonal skills: Able to deal with people in a polite and professional manner, and
  • Organizational ability: Able to multi-task and detail-oriented.