Manager – Technical Support – Cambridge, Canada – Immigration Support Possible NEW

Visa type confirmed: Immigration Support Possible

Join Our Client as a Senior Manager – NEWT Technical Support

Our client is looking for an experienced Senior Manager to oversee the NEWT Technical Support team. This role may provide immigration support for qualified international candidates. If you have a strong background in technical support and team management, this position could be for you!

Responsibilities

Team Management:

• Liaise with channel managers and sales to handle escalated customer situations.
• Assign escalated tickets to Product Development Support Specialists to address issues, complete product documentation, and conduct training sessions with staff and customers.
• Report on-call information to payroll.
• Coordinate and schedule support desk coverage for after hours and holidays.
• Handle customer complaints and escalations, providing support for difficult or ambiguous situations.
• Collaborate on workflow processes and product development initiatives.

Advantages

Technical Knowledge:

• 3+ years of experience in Linux/Networking.
• In-depth knowledge of networking protocols including VLAN, QoS, IP Subnetting, Routing, HTTP, TFTP, Bash Scripting, BGP, EIGRP, OSPF T1, 1FL, Fibre, and DSL.
• CCNA: Knowledge of Cisco products and configuration.
• Experience with physical cabling and server racking.

Additional Experience:

• Experience in providing customer service and resolving issues.
• Familiarity with software such as Putty, Outlook, SNMP, SQL, 3rd party ordering and support portals, trouble ticketing and tracking systems, CRM systems, Wiki editing, Cacti, and Wireshark.
• 3+ years of experience with business PBX systems (such as Avaya, Mitel, Cisco, Aastra, etc.).
• 3+ years of experience diagnosing/troubleshooting SIP and VoIP issues.

Technical Responsibilities

• Coordinate and conduct training and testing for support desk team members.
• Mitigate the impact of critical outages and service impairments by implementing alternatives.
• Manage advanced custom configurations for customers.
• Act as the Technical lead to develop new products and work cross-departmentally with stakeholders.
• Create and contribute to documentation of support resources for new products.
• Provide consultation on technical matters impacting NEWT offerings.
• Respond promptly to queries from internal customers and VARs.
• Engage with internal and external partners to resolve issues related to NEWT software/hardware/network.
• Discover, develop, and test API scripts for daily task automation.
• Provide escalated on-call support and weekly technical mentoring.

Qualifications

Essential Knowledge and Skills:

• College diploma in a field related to technology.
• 5-10 years of proven team management experience in a similar position.
• Familiarity with regulatory bodies such as the CRTC.
• Strong attention to detail and excellent organizational skills.
• Effective time management and prioritization abilities under pressure.
• Strong communication skills (both written and verbal).
• Leadership, diplomacy, and negotiation skills.

Our Commitment

Our client is dedicated to fostering a diverse and inclusive workforce, ensuring that every applicant has the opportunity to thrive without barriers. Accessibility and accommodation needs are fully supported throughout the employment lifecycle. Interested candidates are encouraged to identify any accommodation requirements during the application process.

Register Your Interest In A New Life In Canada

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VJCInformation & Communications Technology