Innovatia Inc. Looking for Cloud Technical Support Specialist at Remote Full Time

Innovatia Technical Services Inc. (ITSI) is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds’ most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support, and information auditing.

We are looking to hire a Cloud Technical Support Engineer that takes pride in providing excellent remote technical service to ITSI’s client customer base. Customer satisfaction is our purpose and our ultimate goal. As such, this is a high touch environment in which a high level of continual customer interaction is the norm. Successful candidates will join an existing team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

Responsibilities:
Provide top quality technical support, troubleshooting of Cloud based Telephony system through a Call Queue, Chat, emails, and web tickets.

Work remotely supporting end-users as well as service and support technicians, diagnose, and recommend solutions leading to resolution of issues.

Install, configure, and maintain lab phones and lab system.

Ticket Management and Updating the client in a timely manner.

In depth communication skills (both verbal and written) to be able to provide technical knowledge transfers to the end user community (as well as service and support technicians.

Personal Attributes:
Logical and analytical approach to problem solving

GREAT communications skills

Strong technical aptitude

Organized, independent, dependable, self-motivated

Takes pride in providing resolutions, takes ownership as well as initiative

Proficient in written and verbal English

Education and Experience:
Minimum 2 year community college certification in IT and/or telecommunications

Experience in the following areas are considered an asset:
Technical Support and/or field service experience is desirable in order to be able to deliver resolutions for customers showing varying levels of technical aptitude

Call center technical support

Previous experience using CRM database (Salesforce, ServiceNow)

Experience with VOIP networks

Capable of troubleshooting converged networks, IP/VOIP issues across LAN/WAN, VPN, VLAN Routers, Firewalls, Switches, IP PBX deployment, TCP/IP (IPv4), DNS

Knowledge of Cloud Computing (Azure, Amazon, Google) an asset

Bonus Points for

• Mitel MiCloud Connect Contact Center
• Mitel Connect Certifications
• Avaya Certifications such as ACIS or ACSS

Innovatia Technical Services Inc. Cares

ITSI encourages a healthy lifestyle and promotes mental and physical wellness. As such, we proudly offer our employees the following benefit package.

• Employer paid premiums -100% Company paid Benefits plan
• Immediate eligibility for benefit coverage
• Employee Assistance Program (EAP) with 24/7 access
• In Canada, Innovatia is pleased to offer up to 4% match of employee contribution towards an RRSP

Innovatia is pleased to offer the option to work remotely from their home office.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.