Technical Support Analyst
iTel
- Itel Networks Inc
- IT Support Professionals
- Permanent
- Canada
- Canada
Job Summary
You will act as frontline support for customers, resolving data and voice, and recurring technical service issues. You will use established knowledge bases as a foundation while actively troubleshooting novel technical challenges. You will work to meet Service Level Agreements (SLAs) and contribute to departmental Key Performance Indicators (KPIs), with a strong focus on delivering high levels of customer service and communication.
What You Will Do
- Acknowledge and triage incoming customer support tickets and phone calls, based on service type and SLA.
- Troubleshoot and resolve a wide variety of technical inquiries, adapting established methods to resolve both standard and unique customer issues.
- Utilize internal documentation to troubleshoot network or service disruptions, actively identifying gaps and suggesting updates to keep runbooks relevant.
- Escalate highly complex or systemic issues to senior team members to ensure rapid resolution and adherence to SLAs.
- Act as the primary support owner for standard and/or SMB client tickets, maintaining end-to-end resolution.
- Assist senior team members during low-volume periods.
- Monitor and troubleshoot VOIP systems.
- Monitor and configure Linux systems using CLI.
- Work directly with last-mile carriers to resolve upstream service issues.
- Maintain internal documentation to assist the team in keeping processes up-to-date and relevant.
Qualifications
College diploma or post-secondary certificate in computer science, physical science, engineering or related field plus a minimum of one year of recent, related experience. An equivalent combination of education, skills and experience may be considered. Bilingual (French/English) preferred.
Skills and Abilities
- Familiar with basic networking concepts (LAN, DHCP, TCP/IP, Subnetting, NAT).
- Familiar with basic voice concepts (SIP, PBX).
- Familiar with ticket management workflows (e.g., Zendesk, or ServiceNow)
- Ability to locate, interpret, and apply documented technical work instructions and troubleshooting runbooks.
- Great listening skills to understand customer frustrations, validate their technical issues and establish rapport.
- Great communication skills, with the ability to explain basic technical components or instructions in simple, clear language to clients.
- Demonstrates initiative, judgment and adaptability; takes a solution-based approach to problems and resolves problems quickly and effectively.
Perks and Benefits
- Internet allowance for employees who work remotely.
- Vacation starting at 3 weeks
- Paid personal days.
- Paid time off on your birthday.
- Lifestyle spending account to tailor benefits to your personal needs.
- Work from Home: Enjoy the flexibility of remote work.
- Comprehensive benefits plan: Health, dental, and vision coverage.
- ️ Employee and Family Assistance Program: Providing support for you and your family.
- Professional development: We support your growth with paid memberships, training, and development opportunities.
- Rewards and recognition system: Win prizes for your achievements.
- Annual event: We fly you down to beautiful British Columbia for a weekend of fun and getting to know your coworkers.