Technical Support Specialist – 1 year contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address incoming technical support inquiries via phone, email, self-service, and web.

• Efficiently resolve client technical issues.

• Collaborate with customers and vendors to review support documentation, workflows, and plans.

• Maintain and update documents within a structured knowledge base.

• Oversee the monitoring and tracking of issues and resolutions within the centralized ITSM tool.

• Implement configuration changes in client platform instances.

• Diagnose interface and information-exchange problems.

• Deliver status updates and reports on ongoing issues.

• Timely manage and act upon IT alerts.

• Monitor and troubleshoot application and infrastructure programs.

• Conduct technical and managerial escalations for pending issues and service requests.

• Participate in IT-related projects and deployments.

• Work in 24/7 shifts and rotating on-call duties.

• Ensure monthly KPI targets are achieved.

• Utilize knowledge acquired through professional development days.

⛳️ Requirements

• 1 to 3+ years of experience in a technical support role.

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

• Strong troubleshooting capabilities across application, infrastructure, and integration layers.

• Exceptional written and verbal communication skills.

• Understanding of ITIL-aligned incident, problem, and change management processes.

• ITIL Foundation certification is a plus.

• Familiarity with ITSM tools like TOPdesk, ServiceNow, or Freshdesk.

• Basic knowledge of SQL querying and data troubleshooting is a plus.

• Experience with APIs and integrations, including REST/JSON, is a plus.

• Familiarity with authentication and identity systems such as ADFS, SSO, or OAuth is a plus.

• Experience with cloud-based environments such as Google Cloud is a plus.

• Knowledge of application or infrastructure monitoring tools is a plus.

• Familiarity with healthcare interoperability standards like HL7 v2 and/or FHIR is a plus.

• Experience supporting SaaS solutions is a plus.

• Ability to juggle multiple priorities while maintaining professional relationships with clients.

• Willingness to work 24/7 shifts, rotating off-hours, and on-call duties.

• Canadian work experience is not mandatory.

🏝️ Benefits

• Opportunity to extend the 1-year contract.

• Access to mentorship and various development opportunities.

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

• Paid development days (PD days).

• Equal employment opportunities.

• Disability accommodations available.