[Hiring] Technical Support Specialist @Think Research Corporation

Role Description

We are seeking a bright, detail oriented, and highly motivated individual to join our Technical Services team as a Technical Support Specialist. This is a 1 year contract opportunity with the possibility to extend. This is a fully remote Canadian position; however, preference will be given to candidates located in the GTA.

You Will Have The Opportunity To:

• Field incoming technical support requests from clients via telephone, email, self-service, web and resolve issues in a timely manner.
• Review documents, workflow and plans for support with customers/vendors.
• Update and maintain documents within a structured knowledge base.
• Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool.
• Conduct configuration changes in client platform instances.
• Troubleshoot and resolve issues in regards to interface and information exchanges.
• Provide status updates and reports on current state of issues.
• Manage and action all the IT alerts on time.
• Able to monitor and diagnose application and infrastructure programs.
• Perform timely technical and management escalations for outstanding issues and service requests.
• Able to work on IT related projects and roll-outs.
• Work shifts (24/7) and be available for rotating off-hours and on-call duties.
• Ensure the KPI targets are met every month.
• Learn something new using PD days and apply the knowledge at work.

Qualifications

• 1 to 3+ years experience in Technical Support environment.
• Post secondary degree in Computer Science or a related field.
• Strong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers.
• Excellent written and verbal communication skills, including the ability to translate technical findings into clear, client facing explanations.
• Familiarity with ITIL-aligned incident, problem and change management practices (ITIL Foundation certification is an asset).
• Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes.
• Experience with some of the following technologies is an asset:
• Basic SQL querying and data troubleshooting.
• APIs and integrations (REST/JSON).
• Authentication and identity systems (e.g. ADFS, SSO, OAuth).
• Cloud hosted environments (e.g. Google Cloud).
• Application or infrastructure monitoring tools used in a support environment.
• Healthcare interoperability standards such as HL7 v2 and/or FHIR.
• Experience supporting SaaS solutions is an asset.
• Proven ability to manage multiple priorities in a fun, fast-paced team environment while maintaining a professional relationship with clients.

Requirements

• This is a full-time, fixed-term 1-year contract, fully remote position.
• Expected salary range of $53,000–$58,000 CAD annually, depending on experience and qualifications.
• Think Research does not require Canadian work experience for this role.

Benefits

• Equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
• Commitment to providing accommodations for people with disabilities.