Senior Technical Support Specialist

Senior Technical Support Specialist

What is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

Why Choose Equisoft? With 950+ Employees, We Are a Stable Organization That Offers Career Advancement And Fosters a Stimulant Environment. If That’s Not Enough, Then Check Out These Other Perks Below

• Hiring Location: Canada (Montreal)
• You are working hybrid in a collaborative workspace
• Internal job title: Technical Support Specialist
• Full-time Permanent Role
• Benefits available day 1: Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc.
• Flexible hours
• Number of hours per week: 40
• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)
  
  

Role: The Senior Technical Support Specialist, reports to the Manager, IT Service Desk and is part of the information systems team. The candidate will serves as an escalation point for complex technical issues that cannot be resolved at Level 1, requiring deeper technical knowledge and troubleshooting capabilities.

Technical Support

Your Day with Equisoft:

• Receive and handle escalated tickets from L1 support that require advanced technical expertise
• Perform in-depth troubleshooting of complex hardware, software, and network issues
• Manage and resolve incidents related to business-critical applications and systems
• Conduct root cause analysis for recurring technical problems
• Support system configurations, updates, and maintenance tasks
  
  

Incident Management

• Own complex incidents through to resolution, following ITIL best practices
• Coordinate with various IT teams for issues requiring cross-functional support
• Maintain detailed documentation of troubleshooting steps and resolutions
• Manage incident priorities and SLAs for escalated tickets
• Participate in problem management activities to prevent recurring issues
  
  

Technical Leadership

• Mentor and provide technical guidance to L1 support staff
• Create and maintain technical documentation and knowledge base articles
• Contribute to the development of support procedures and best practices
• Participate in technical projects and improvement initiatives
• Assist in implementing and testing new technologies
• On-call rotation for emergency support
• Flexible work schedule to accommodate work demands
• This role follows a hybrid work model, requiring approximately two days per week of in-office presence
  
  

Requirements

Technical

• Diploma in DEP or AEC in IT technical support or similar field
• Minimum of five (5) years’ work experience in technical support
• Advanced understanding of operating systems (Windows, macOS, Linux)
• Strong networking knowledge (TCP/IP, DNS, DHCP)
• Proficiency in Active Directory and Group Policy management
• Experience with enterprise applications and software deployment
• Understanding of IT security principles and practices
• Proven experience in workload prioritization & technical troubleshooting, backed up by Key Performance Indicators
• Proven ability to be able to measure and monitor operational performance through agreed KPIs.
• Significant experience working with high profile customers, in a demanding and time critical environment
• Ability to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’.
• Process driven, with the ability to focus on the end result/be a completer, finisher.
• Excellent written and communication skills.
• Ability to handle confidential information and use good judgement
• Excellent training and coaching skills
• Knowledge of: Microsoft Windows Operating Systems and Microsoft Office
• Ability to work under pressure and time deadlines
• Excellent knowledge of French and English (spoken and written)
• Knowledge of Spanish is an asset
  
  

Soft Skills

• Demonstrated ability to identify process improvement opportunities and propose innovative solutions
• Proactive approach to exploring and evaluating emerging technologies
• Strong organizational skills and ability to manage multiple priorities
• Strong sense of organization and prioritizing
• Analytical and problem-solving skills
• Ability to communicate, write and synthesize information
• Ability to multi-task in a rapid-paced environment
• Team spirit, tact, diplomacy, autonomy, rigor, and discipline
  
  

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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