Job Description

Closing Deadline: As soon as a suitable candidate is hired / ASAP

Must be eligible to work in Canada with citizenship or PR status.
There will be no visa sponsorship.

Details:
Location: Calgary, AB (Onsite)
Type: Contract - 12 months (full time)
Target start date: asap
Experience level: Senior

Technical Support Specialist

:
We are looking for a highly motivated Technical Support Specialist to join our client's talented team. The Technical Support Specialist is responsible for providing technical support and service for both internal employees and external customers on their technical needs. As Technical Support Specialist you are passionate about following up as required with customers to ensure problems were resolved and/or recommend further action to ensure customer satisfaction. You also thrive in ambiguous situations, with the ability to be a self-starter and find solutions with/without guidance.

Duties / Responsibilities:

• Provide direct technical support to customer
• Basic troubleshooting on the full range of Networking products
• Collection and analysis of customer network information and recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge etc.
• Consultation of technical documentation, bulletins, and release notes for known problems
• Follow up on technical cases including proper escalation and management of the case until case closure
• Manage customer communications and expectations until the closure of each case

• Experience in a technical support role in a networking/security company or equivalent education
• Strong understanding of SOHO and SMB networking products
• Strong troubleshooting and problem-solving skills
• Strong English skills both written and verbal
• Fundamental knowledge of TCP/IP networks (DNS, DHCP, VPN)
• Strong understanding of WiFi technologies and peripherals (AP, Wireless controllers, range extenders, Mesh)