Technical Support Specialist, Public Safety
New
A
AnoviaTelecommunications
This is a fully remote position open to candidates based in Canada.Full-TimeMiddle
Salary44,000 - 52,000 USD per year
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Job Details
- Experience
- Minimum 3 years of experience in a technical support or related technical role.
- Required Skills
- TroubleshootingTechnical supportGoogle Workspace
Requirements
- Minimum 3 years of experience in a technical support or related technical role.
- Experience working in a remote technical support environment.
- Working knowledge of communication networks and RF trunking systems.
- Working knowledge of Windows and Google Workspace.
- Understanding of Information Security 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 security.
Responsibilities
- Serve as the primary point 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 thresholds 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 base.
- Track open 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 continuous improvement.
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