Technical Solutions Specialist
$70–$80,000 year
HybridWaterloo, Ontario, Canada
Job Summary
Support clients' inquiries regarding eSentire's MDR offerings, including Network products, Endpoints, Portal Integrations, and API services, by identifying underlying problems and analyzing symptom-related information. Work directly with clients on live troubleshooting calls to guide them through diagnostic and remediation steps, while escalating complex issues to internal or external teams for further assistance. Collaborate with cross-functional teams to resolve customer matters, provide technical guidance on implementation feasibility, and share industry best practices with stakeholders. Document all troubleshooting steps and research results, then contribute to the knowledge management system by creating and maintaining articles for undocumented solutions.
Required Qualifications
- 5+ years of Information Technology experience in enterprise technical support
- Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience
- Strong understanding of networking technologies such as LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring including experience with Linux command line operations
- Experience supporting and troubleshooting enterprise applications, including endpoint technologies
- Experience troubleshooting API integrations and web-based service connectivity
- Excellent customer-focused communication skills, both verbal and written
- Strong problem-solving skills with a focus on root cause analysis
- Attention to detail with a commitment to continuous improvement
- Ability to work efficiently in a fast-paced environment and handle multiple priorities
- If the successful candidate is located within 50 km of our Waterloo, Ontario office, this role will follow a hybrid schedule: work from home on Mondays and Fridays, and work onsite Tuesday through Thursday
- Candidates residing more than 50 km from the office will work fully remote
Desired Qualifications
- Exposure to and experience with the following: Virtualization (VMware, Hyper-V, or similar), including deploying VMs, adding disks, creating and configuring virtual switches
- AWS – navigating the console, deploying AMIs, and understanding AWS networking (availability zones, internet gateways, ENIs)
- Familiarity with enterprise software deployment tools such as SCCM, Endpoint Manager, Intune, GPO and others
- REST API troubleshooting and integration debugging
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