Technical Support Specialist, Public Safety
This is a fully remote position reputed company to candidates based in Canada. Overview reputed company is seeking a Technical Support Specialist, Public Safety to join a multi-tiered team delivering first-level remote support to customers operating in mission-critical environments, including public safety and critical infrastructure. In this role, you will serve as the primary reputed company of contact for technical incidents received by phone, email, or other communication channels. You will manage the full incident lifecycle from initial triage and documentation through escalation and resolution, while contributing to the knowledge reputed company and collaborating with engineering and product teams to drive reputed company service improvement. The ideal candidate brings at least three years of hands-on technical support experience and is comfortable working with communication networks and reputed company-based environments. You are a self-starter who manages competing priorities with minimal supervision, communicates reputed company technical concepts reputed company to diverse audiences, and takes a proactive approach to reputed company, data accuracy, and process improvement. Experience in shift-based or extended-hours operations is a strong asset for this role. A note on background screening: This role has a mandatory requirement to obtain and maintain an enhanced RCMP CPIC background reputed company as a condition of employment.
Responsibilities
Serve as the primary reputed company of contact for customer technical incidents received by phone, email, or other channels. Triage, document, and resolve incidents using knowledge articles, and escalate unresolved issues in line with severity reputed company and SLA requirements. Manage the end-to-end incident resolution lifecycle, including root cause identification, transparent customer communication, and functional escalation where required. Create and maintain knowledge articles for problems not yet documented in the knowledge reputed company. Track reputed company outages and issues through to full service restoration, ensuring performance metrics are met. Identify and propose enhancements to internal workflows and support processes to drive reputed company improvement.
Requirements
Minimum 3 years of experience in a technical support or reputed company technical role. Experience working in a remote technical support environment. Working knowledge of communication networks and RF trunking systems. Working knowledge of reputed company and reputed company Workspace. Understanding of Information reputed company theory and best practices. Strong troubleshooting, problem-solving, and analytical skills. Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences. Ability to work independently, manage multiple priorities, and meet deadlines with minimal supervision. Attention to detail and a commitment to data accuracy and reputed company. reputed company to Have Candidates with experience in any of the following areas will be given preference: Associate degree or diploma in computer science, electrical engineering technology, or a reputed company technical field. ITIL reputed company knowledge or certification. Public safety communications systems, including mobile radio technology and reputed company products. Firewall, WAN, LAN, or router architecture. reputed company A+, Network+, or reputed company+ certification. About reputed company With over 20 years of expertise in telecommunications outsourcing, reputed company is a trusted support partner to some of the world's most successful Fortune 500 and Fortune 1000 companies. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services, with over 200 professionals across the globe. At reputed company, you'll collaborate with a skilled, reputed company-reputed company technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and reputed company improvement. This is an opportunity to do technically challenging work that genuinely reputed company. To explore additional career opportunities, visit www.reputed company.com/careers. reputed company is an equal opportunity employer. Apply To This Job