Technical Support Specialist – 1 year contract

📋 Description

• Handle incoming technical support requests from clients through telephone, email, self-service, and web, resolving issues promptly.

• Examine documents, workflows, and plans for support in collaboration with customers and vendors.

• Update and sustain documentation within an organized knowledge base.

• Oversee the monitoring and tracking of issues and solutions in our centralized ITSM support tool.

• Implement configuration changes within client platform instances.

• Diagnose and resolve issues related to interfaces and information exchanges.

• Provide updates and reports on the current status of issues.

• Manage and address all IT alerts in a timely manner.

• Capable of monitoring and diagnosing application and infrastructure programs.

• Execute timely technical and management escalations for unresolved issues and service requests.

• Able to participate in IT-related projects and rollouts.

• Work shifts (24/7) and be available for rotating off-hours and on-call responsibilities.

• Ensure that KPI targets are met each month.

• Utilize PD days to learn new skills and apply that knowledge in the workplace.

⛳️ Requirements

• 1 to 3+ years of experience in a Technical Support environment.

• Post-secondary degree in Computer Science or a related discipline.

• Strong troubleshooting abilities with the capacity to investigate issues across application infrastructure and integration layers.

• Excellent written and verbal communication skills.

• Knowledge of ITIL-aligned incident, problem, and change management practices (ITIL Foundation certification is a plus).

• Experience with ITSM tools (e.g., TOPdesk, ServiceNow, Freshdesk) and associated processes.

• Familiarity with Basic SQL querying and data troubleshooting.

• Experience with APIs and integrations (REST/JSON).

• Understanding of authentication and identity systems (e.g., ADFS, SSO, OAuth).

• Experience with cloud-hosted environments (e.g., Google Cloud).

🏝️ Benefits

• Fully remote work environment.

• Opportunities for growth with leaders who foster development through mentorship.

• Meaningful work that has a direct impact on patient care.

• A collaborative, creative, dynamic, and flexible work environment.