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Technical Support Specialist I (RMS/MRE)

VersatermOttawa, Ontario, Canada
On-site Full-time

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Experience Level

Entry Level

Qualifications

A diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field (or equivalent professional experience).0–2 years of experience in technical support, help desk, or a related IT role.

About the job

About Us

At Versaterm, we are dedicated to enhancing public safety through innovative solutions. Since our inception in 1977, we have built a comprehensive suite of tools tailored for public safety agencies, forensic laboratories, court systems, educational institutions, and more. Our focus on seamless integrations and strategic growth enables our clients to optimize their operations, deliver superior service, and achieve equitable outcomes.

Our team is propelled by creativity, expertise, and an unwavering dedication to customer satisfaction. As we continue to expand our offerings, you will have the opportunity to play a pivotal role in developing solutions that bolster community safety and redefine public safety technology. If you’re excited about making a significant impact, we want to hear from you!

The Position

The Technical Support Specialist I serves as the primary contact for technical assistance, providing Tier 1 support to customers encountering software-related issues. This role emphasizes quick resolution of common technical problems while managing self-service resources and escalating more complex issues to Tier 2 specialists.

Your Responsibilities

  • Act as the initial point of contact for technical support, addressing common user errors.
  • Facilitate password resets and assist with basic software installations.
  • Troubleshoot straightforward network connectivity and printing issues.
  • Perform initial assessments of more intricate network and server problems for escalation.
  • Document all customer interactions and resolutions in the ticketing system.
  • Recognize patterns in common issues to enhance Tier 0 self-service resources.
  • Escalate moderately complex issues to Tier 2 specialists.
  • Contribute to FAQ documentation and knowledge base articles for frequent inquiries.
  • Identify gaps in self-service resources based on recurring Tier 1 questions.
  • Test and validate online tutorials and self-help tools.
  • Participate in an on-call rotation for after-hours support.
  • Execute other related tasks as assigned to meet team objectives and departmental priorities.

Your Qualifications

  • A diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field (or equivalent professional experience).
  • 0–2 years of experience in technical support, help desk, or a related IT role.

About Versaterm

Versaterm is a pioneering company in public safety solutions, dedicated to transforming how agencies serve their communities through innovative technology. With a rich history since 1977, we focus on creating intuitive tools that enhance operational efficiency and service delivery in public safety.

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