Technical Support Consultant

About the Position

Does this sound like you?

We are searching for someone who likes to solve problems. Someone who looks a challenge in the eye and may not have the skills to tackle it but is excited about the idea of improving their knowledge base and learning from others to solve problems.

We need someone keen and dedicated who is excited about working with leading-edge software and a broad range of customer demographics. If you love communicating with other professionals and excel at cultivating lasting relationships, our Support Team wants you.

This position may involve local and international travel.

Position Description:

As our Technical Support Consultant, you will become part of our support department aimed at delivering and supporting our technical solutions, diagnosing, and troubleshooting problems.

This is a full-time position for IT graduates located in Nova Scotia.

Roles & Responsibilities:

• As a technical support consultant, you will work with other members of the SolutionInc Support and Delivery team.    
• Direct communication with our broad international client base.
• On the phone communication skills are required.
• Provide exceptional communication skills both oral and written, for effective client interaction.
• Ensuring timely resolution to issues.
• Ensuring that service level agreements are met, and all customers are happy.
• Managing customer issues through a variety of methods – Phone, email, web portal, automated tools and SolutionInc custom dashboards.
• Resolution, follow-up, documenting issues, and solutions for knowledge base updates.
• Monitoring system dashboards for service issues and alerts and acting on them.
• Staging and configuring servers, and network hardware prior to shipment to customers.       
• On-going exposure and learning about new tools and technologies around computer networking.  

Team Activities:      

• Answering technical support inquiries. Replicating and identifying customer issues.
• Utilizing appropriate troubleshooting methods and tools to resolve issues. 
• Providing timely follow-up to customers and internal staff on customer issues via the phone and email.
• Updating and managing call tickets.        
• Participating in the staging, preparation and commissioning of servers and networking hardware for shipping.
• Participating in on-call/off-site activities as required.
• Executing Test Cases as part of Quality Assurance.
• Managing projects and time effectively.
• Carrying on-call phone on regular rotation.      
  
• Consistent customer satisfaction.

Qualifications

Technical Qualifications:

• The candidate will have the following technical qualifications: 
• Undergraduate degree in Computer Science, or equivalent
• 2+ years’ experience in a LINUX environment
• 1+ year(s) experience in C, Perl/CGI
• Experience with SQL database experience (Postgres, MySQL)        
• Experience with web design and development experience; HTML, CSS, JavaScript
• Strong understanding of networking concepts; TCP/IP communications, UDP, sockets etc.
• Strong understands WLANs and other wireless networks
• Ability to perform audit in wireless site and ensure viability with network and recommend solutions for incompatibility.
• Quick to adapt to new technologies and able to grasp complex business processes.
• Experience with communications programming is considered an asset.  

If hired a Criminal Check will be required.

If hired PPE – Personal Protection Equipment is part of customer site visits.  

About the Company

SolutionInc
5692 Bloomfield Street
Halifax, Nova Scotia B3K 1T2

Company Contact

Carmella Gillis
carmella.gillis@solutioninc.com
Preferred Contact: Email

Documents to be Forwarded

• Resume