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Support Specialist I - Technical (CAD)

1 hour, 51 minutes ago
Canada
Full-time
Entry Level
Technical Support Engineer
Customer and Technical Support
Apply Now
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977
View All Jobs 42

Description

  • Serve as the first point of contact for customers experiencing technical issues.
  • Resolve common user-error issues, password resets, and simple software installation problems.
  • Troubleshoot basic network connectivity and printer issues.
  • Perform initial triage of more complex network and server problems for escalation.
  • Document customer interactions, troubleshooting steps, and resolutions in the ticketing system.
  • Identify recurring issues and contribute to improvements in Tier 0 self-service resources.
  • Create and update FAQ content and knowledge base articles for common issues.
  • Test and validate online tutorials and self-help tools.
  • Participate in an on-call rotation for after-hours support.
  • Perform additional duties as needed to support team and organizational priorities.

Requirements

  • Diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field, or equivalent industry experience and training.
  • 0–2 years of experience in technical support, help desk, or a related IT role.
  • CompTIA A+ or a similar entry-level certification is an asset.
  • Basic understanding of software installation, network connectivity, and troubleshooting.
  • Familiarity with common operating systems, ticketing systems, and password management tools.
  • Strong customer service and communication skills for professional first-contact support.
  • Experience documenting support interactions and contributing to knowledge base resources.
  • Ability to manage a high volume of Tier 1 support requests and route complex issues appropriately.
  • Legally authorized to work in Canada.
  • Ability to obtain and maintain a Reliability security clearance from the Government of Canada.
  • Ability to comply with the FBI CJIS Security Policy and pass a fingerprint-based background check.
  • Willingness to meet any additional security verification requirements required by customer contracts.

Benefits

  • Competitive base salary aligned with experience, education, training, market data, and internal equity.
  • Eligibility for variable compensation, such as incentive plans or discretionary performance bonuses, for some roles.
  • Comprehensive benefits offering.
  • Equal opportunity employer committed to equity, diversity, and inclusion.
  • Barrier-free workplace with accommodations available upon request throughout the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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