End User Device Support Analyst providing technical support for end - user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
About the role
- Technical Support Specialist ensuring client satisfaction and technical troubleshooting for INNERGY's CAD solutions. Collaborating across teams to innovate support processes and improve client experiences.
Responsibilities
- Manage and resolve client issues through Intercom and Microsoft Dynamics
- Communicate complex technical concepts clearly to build client confidence
- Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
- Tag and label “How-do-I” tickets to train Intercom AI
- Develop and maintain a knowledge base of reusable responses
Requirements
- 2+ years in a technical support role
- Bilingual French and English
- Strong troubleshooting and analytical skills
- Proficiency with support platforms such as Intercom, Microsoft Dynamics, or similar systems
- Excellent written and verbal communication skills
- Proven ability to manage multiple tickets in a fast-paced environment with accuracy and composure
Benefits
- Accessibility & Work Environment
- Commitment to employee wellbeing
- Flexibility in work arrangements
- Support for reasonable workplace adjustments for individuals with disabilities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
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