Senior Customer Support Engineer addressing high - severity technical escalations at Tailscale. Collaborating with engineering teams to resolve complex customer issues.
About the role
- IT Support Analyst managing end-user technology services at Cooke seafood company. Resolving technical issues, overseeing field services, and ensuring service quality.
Responsibilities
- Diagnose and resolve a wide range of end-user hardware, software, and connectivity issues.
- Perform root-cause analysis for recurring incidents and recommend preventative actions.
- Support field services activities, including workstation deployment, troubleshooting, and equipment maintenance.
- Fulfill non-standard service requests and perform approved system or application configurations.
- Maintain and improve knowledge base articles, SOPs, and troubleshooting documentation.
- Coordinate with infrastructure, network, and application teams to resolve cross-functional issues.
- Support onboarding and offboarding activities, including accounts, devices, and access.
- Monitor ticket queues and ensure response and resolution SLAs are met.
Requirements
- Diploma or degree in IT, Computer Systems, Networking, or equivalent experience.
- 2–4 years of experience in IT support, service desk, or field services.
- Experience with Microsoft 365 administration, endpoint management, and remote support tools.
- Familiarity with incident, request, and knowledge management processes.
Benefits
- Health Benefits: Includes coverage for dental, vision, and extended medical care.
- Insurance: Life and disability insurance provided for financial security.
- Support Services: Access to an Employee Assistance Program (EAP).
- Financial Planning: Opportunity for RRSP matching to support your retirement savings.
- Time Off: Paid vacation, holidays, and sick leave for work-life balance.
- Wellness: Wellness programs and access to on-site gym facilities (available in some locations).
- Career Development: Professional growth opportunities and avenues for advancement.
- Perks: Employee discounts on company products or services.
- Convenience: On-site parking or parking allowance.
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