Senior Technical Support Specialist
$83,000–$83,000 year
HybridBurnaby, British Columbia, Canada
Job Summary
Troubleshoot and solve problems across the TUNet technology set, including embedded hardware, software, RF/IP networks, databases, and service interfaces. Upgrade and patch customer systems, configure billing exports, and perform periodic scripting tasks. Review and prioritize open cases, escalating as required, while providing support for new product introductions. Collaborate on improving technical documentation and processes, and travel to customer sites for support or training. Participate in an after-hours support call program approximately two weeks per quarter. This hybrid role in Burnaby, BC, reports to the Manager, Field Operations Support, within a team focused on modernizing utility distribution grids.
Required Qualifications
- Diploma in information technology or higher
- 2+ years of experience in a customer service or technical support role
- Must be comfortable in a Linux environment
- Experience with Unix/Linux command line and shell scripting, primarily Bash
- Working knowledge of IP networking including TCP/IP, FTP, SSH, firewall
- Virtual Machine/Environment experience (VMWare ESXi, HyperV,)
- Understanding, exposure to or experience with Oracle SQL or similar RDBMS
- Experience working to analyze, troubleshoot, debug, investigate, and to present the results
- Attention to detail and strong problem-solving skills
- Self-motivated and able to work independently while exercising initiative, flexibility, and good judgement
- Strong organizational and planning skills
- Ability to effectively prioritize and multi-task, and remain focused in a fast-paced, high-volume work environment
- Excellent collaborative and interpersonal skills
- Excellent interpersonal, written, and oral communication skills
- Participate in an after-hours support call program approximately 2 weeks/quarter
Desired Qualifications
- Experience in the development, maintenance and updating of in-house automation tooling is an asset
- Knowledge and previous experience with a support ticket/issue reporting system is an asset
- Knowledge and experience with Salesforce.com is an asset
- Desire to learn new skills in a dynamic and demanding environment
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