Support Specialist I - Technical (RMS/MRE)

1 hour, 31 minutes ago
Full-time
Entry Level
Customer and Technical Support
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

Description

  • Serve as the first point of contact for technical support and handle common user-related issues.
  • Perform password resets and assist with basic software installation problems.
  • Troubleshoot basic network connectivity and printer issues.
  • Conduct initial triage of more complex network and server issues for escalation to Tier 2 support.
  • Document customer interactions, issues, and resolutions in the ticketing system.
  • Identify recurring issues and gaps in Tier 0 self-service resources.
  • Contribute FAQ content and knowledge base articles for common support issues.
  • Test and validate online tutorials and self-help tools.
  • Participate in an on-call rotation for after-hours support.
  • Perform other related duties to support team, departmental, and organizational objectives.

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.
  • Legal authorization to work in Canada.
  • Ability to obtain and maintain a Government of Canada Reliability security clearance and comply with FBI CJIS Security Policy, including a fingerprint-based background check.

Benefits

  • Competitive base salary aligned with skills, experience, education, training, internal equity, market data, and business needs.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses in some roles.
  • Comprehensive benefits offering.
  • Equal opportunity workplace with a commitment to equity, diversity, inclusion, and barrier-free employment.
  • Accommodations available upon request throughout the recruitment process.

Interested in this position?

Apply directly on the company website

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