Business Technical Support Specialist

Reference No.
Job Category
Customer Service/Support
Full Time
Career Level
Entry Level, Experienced

Job Description


Must be Bilingual (French and English)


Reporting to the Business Technical Services Manager, the Business Technical Support Specialist must be a self-starter and results oriented individual. They must also have superior interpersonal and technical skills to provide telephone and ticket/email support. The department is responsible for assisting Business wholesale and enterprise Voice over IP customers to resolve technical and configuration issues related to the use of ThinkTel provided services.




• Coordinating problem resolution for customers, and engaging Microsoft Office Skype for Business and a skills matrix to locate the appropriate resources (Network Operations, Professional Services, etc.), when necessary
• Troubleshoot and provide technical solutions for customer issues related to service set-up, configuration of Session Initiated Protocol (SIP) trunks, Skype for Business and other Local Area Network / Wide Area Network (LAN/WAN) issues
• Support and escalate issues by determining the business-critical nature of the problems and delivering support services accordingly
• Assisting with customer service orders (Moves, Additions, Changes, and Deletions “MACD”), coordinating or escalating with other departments (Sales, Billing, Orders, Ports, and Network Operations) to resolve issues
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Deliver high quality service and technical support services accordingly to specified Service Level Agreements (SLA)
• Explore opportunities and provide feedback and continuously work towards improving support services to ensure a high degree of customer satisfaction


Special Assignments

• Participate or lead projects from time to time
• Document processes and procedures
• Create technical documentation for internal and external use

Working Conditions


• Participate in the mandatory shift rotation schedule
• Participate in the mandatory on-call rotation for support off-hours and weekends




Minimal Education and Experience Required to Occupy the Job


• Post-secondary education
• See Licences/Certifications


Computer Skills and Software Used


• Microsoft Office Suite
• MS Windows, Linux and other Operating Systems
• Protocol Analyzers, commercial and in-house Voice over IP (VoIP) test tools


Required Licenses/Certifications


• Certified Cisco Network Administration (CCNA) or equivalent knowledge
• SIP School Certified Associate (SSCA) or equivelant knowledge

• MCSE Communication

Specific Skills and Aptitudes


• Bilingual mandatory - English / French
• Have exceptional troubleshooting and customer handling skills
• Have a good understanding of LAN/WAN and Broadband Access network protocols such as TCP/IP, DNS, DHCP, SIP, DSL, T38 (Fax)
• Have a good understanding of Active Directory, Exchanage, Office 365 and Skype for Business
• Self-starter and team player
• Able to work well under pressure and ability to multi-task
• Possess excellent verbal and written communications skills



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