Technical Support Specialist
Sangoma, a leader in business communications solutions, is seeking a dedicated Technical Support Specialist to join our team. With a reputation built on reliability and innovation, we provide fully integrated UCaaS solutions encompassing telephony, meetings, messaging, and more. As part of our commitment to superior customer service, this role plays a crucial part in assisting our partners and customers and ensuring seamless operations across our platforms. You will be at the forefront of technical support, troubleshooting issues, and contributing to the overall enhancement of our services. If you have a passion for telecommunications and a strong technical background, we invite you to help us deliver the best solutions for our clients. We are looking for talented technical support staff to join our team. Must submit your resume in English.
Your Role:
- Assisting company employees with technical requests
- Triaging, prioritizing and routing all issues that come into the system
- Ensuring that end users are being kept up to date on their ticket status
- Managing user experience items on the corporate PBX systems like desk phones and voicemail
- Ensuring that shared printer/copier/scanners are maintained and online across the company
- Maintaining software license documentation for the organization
- Proactive management of end user laptops, desktops and mobile devices
- Basic network troubleshooting, including remote connectivity issues for end users
- Troubleshooting and resolving issues with end user laptops, desktops and mobile devices
- Ensuring the end user devices meet security standards as laid out in corporate policy
- Some systems administration oriented work
- Sharing after-hours triage responsibilities with the IT team
- Other duties as assigned by management
Requirements
Your Background:
- Willingness to jump into unfamiliar situations, ask questions and learn
- A warm, customer-service oriented, disposition
- Willingness to “own” a problem from initial report until final resolution
- Must demonstrate a high proficiency in technical troubleshooting
- Installing/configuring software and hardware on laptops, desktops and mobile devices
- Managing inventory of company laptops, desktops and mobile devices
- Familiarity with common end-user applications including: Chrome/Firefox, gSuite, MS Office suite, etc
- Above average verbal and written communication skills
- Fluent in English
- 2 year certificate or degree from an accredited institution
Preferred Experience:
- Experience using Atlassian’s Jira platform for ticket management
- Experience managing a VoIP PBX phone system
- Experience with working on an IT team or on in a helpdesk type situation
- Hands-on experience working with gSuite, Active Directory and anti-virus|malware platforms.
- 4 year degree from an accredited institution
- Must have expert level written and verbal English vocational skills.
Benefits
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What We Do
With over 40 years in the industry, Sangoma (TSX: STC; Nasdaq: SANG) is a trusted communications platform leader specializing in UCaaS, CCaaS, CPaaS, and SIP trunking and faxing.
We provide secure communications platforms for cloud, hybrid, and on-prem deployments, all built in-house. Our integrated approach combines voice, video, networking, and security technologies for an exceptional experience.
Sangoma proudly supports more than 2.7 million UC seats across 100,000 customers. Our ongoing commitment to innovation is evident through our leadership in the Asterisk and FreePBX open-source projects and our ten-year streak in the Gartner UCaaS Magic Quadrant.
