L1 Technical Support Representative (Overnight) - Jobs in Toronto, ON

Job Description

Title: L1 Technical Support RepresentativeReporting to: Director, Technical Support (https://www.linkedin.com/in/markpeppiatt/)

• Reliability Clearance Required (OR ability to certify)

**Full Time, Shift Work (9pm - 5am ET Sunday night to Friday morning)Full Time, Remote Work from anywhere in CanadaWho we are:Tehama is the world’s first Carrier for Work™, a safer, smarter, and more productive way to deploy a hybrid workforce. Tehama’s all-in-one platform enables enterprises to launch role-based, ready-to-work, secure cloud work environments for anyone, on any device anywhere in the world in under an hour. For more information, see tehama.io.Quote from our very own Osarugue Egharevba (Technical Support Analyst): “Working with Tehama has been a learning and rewarding experience. As a Technical Analyst, you get the best of both worlds, as you get to build on both your Technical skill and your Soft skill, like communicating with clients, project management, resource prioritization, amongst others.Tehama provides a safe environment to grow, with a very flexible work style. The icing on the cake is that Tehama has this "family-feel" that always makes you feel that you are never alone.”What you will be working on:

• Provide tier 1 technical support to existing Tehama Customers and Pre-sales inquiries
• Respond to all customer requests in a timely manner while driving to improve customer experience
• Investigate, troubleshoot and resolve in-scope level 1 support issues
• Work collaboratively with internal stakeholders and the Tehama L2 Support team to escalate and help resolve complex issues
• Suggest improvements to internal and external runbooks as needed
• Liaise with Tehama L2 & Engineering teams and the customer for follow up troubleshooting steps or suggestions
• Assist in Root Cause Analysis as needed by being the voice of the customer
• Ownership in resolving faults/errors & partnering with our Customer Success team to resolve client complex problem tickets
• Escalate customer feedback and process improvements that enhance our customer experience

What we are looking for:

• Excellent verbal and written skills in English
• Strong Troubleshooting Skills, initiative and professionalism are of utmost importance
• Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results oriented)
• Previous knowledge of Windows operating systems up to Windows 10 & inter-networking
• Working understanding of network topology and terms
• Post secondary education in a Computer/IT discipline or equivalent (A+, Network+, CCNA, CCSP, MCP, MCSE, and MCSA) or equivalent work experience
• Minimum 1 - 2 years of relevant technical support experience for qualified candidates

Preferred Qualifications:

• Linux Experience (Ubuntu 18.04+)
• Previous knowledge of Windows Server 2016/2019 is an asset
• Virtualization with Microsoft Hyper-V and/or VMWare experience is an asset.
• Public Cloud Platform Experience is an asset
• Fluency in French is an asset

Reliability Status Clearance Requirements:As this role supports Federal Government clients requiring Reliability Level Clearance, eligible candidates require Reliability Level clearance OR would need to be eligible to obtain Reliability Clearance (5 year background check).Education:

• Associate degree (preferred) OR equivalent work experience/certifications
• An equivalent combination of education and experience, which results in demonstrated ability to apply skills will be taken into consideration. Tehama is an equal opportunity employer. All applicants will need to fulfill the requirements necessary to obtain a background check.

What do you get in return @Tehama:

• Competitive Total Rewards package, including: Stock Options, Self-Directed Professional Development Budget, Health & Wellness Budget & 30 days of Flexible Paid Time Off (see more details on our digitally powered Employee Experience & Total Rewards @ https://tehama.io/careers/)
• Be a part of a hybrid team building the world’s first Carrier for Work™! We offer you the flexibility that you value to integrate both your work & life
• Meet-Less Wednesday’s every week that give you the time and space you need for focused work
• Stay connected digitally with all company updates through Weekly Company Updates, Monthly Town Halls, OKRs, 15/Five and Slack to bring our global teams together
• #Team-Remote digital social calendar, including Team socials every Friday, Tournaments on Thursday’s, as well as People Initiatives focused on Health/Wellness, Diversity & Inclusion, Employee Recognition & more!
• Awarded 2022 Canada’s Top 100 Small & Medium Employers & 2022 Top 100 National Capital Region

Disclaimer

• For this job an equivalent combination of education and experience, which results in demonstrated ability to apply skills will also be considered
• Tehama is an equal opportunity employer and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
• All applicants will need to fulfill the requirements necessary to obtain a background check
• No Recruitment Agencies please

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