Tier 2 Technical Support Representative
Careers – Tier 2 Technical Support Representative
About us:
EGATE Networks is a leading provider of managed network services, VoIP solutions and digital signage. Whether we’re an extension of a client’s existing IT team, or managing their outsourced IT structure, we’re customer obsessed and aim to provide best in class services. Our team is small but our impact is mighty!
About the position:
We’re growing and are looking to add a Tier 2 Technical Support Representative to our team!
The Tier 2 Technical Support Representative will report to the Manager, Customer Care and is responsible for efficiently solving customer’s technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies to ensure that accurate information is provided to clients. If you’re passionate about delivering best in class technical support and have a strong customer service orientation, we would love to hear from you!
Responsibilities:
● Answer escalated from Tier 1 calls and respond to emails regarding technical issues, striving to solve and close independently when possible
● Liaise with engineering department and management to solve complicated issues, owning issues and seeing through to timely resolution and customer satisfaction
● Proactively checks in with customers and actively manages longer-term issues
● Participate regularly in training on products and services, as well as general and corporate initiatives to maintain a strong knowledge of EGATE’s offerings
● Ensure accurate documentation within customer database
● This position requires occasional client site visits, approximately once per month
Requirements:
● Bachelor’s degree in Computer Science or Engineering preferred, equivalent experience considered
● Minimum 5 years of professional experience in progressive technical support roles, preferably with an ISP, wholesaler, hardware or software organization
● Valid G license in good standing
● Assertive yet friendly disposition with superior organizational skills
● Experience working with Linux, networking, VoIP, Cisco and DSL
● Enjoys working in a fast-paced environment
● Self-motivated and continuous learner
● Positive attitude, reliable and trust-worthy
Nice to have:
● Fortinet and SIP trunk experience
● CCNA designation
● VoIP certification
Why EGATE:
● We’re big believers in continuous learning and support our employees’ professional development
● Competitive compensation, including paid vacation and sick days, Health Spending Account
● Small, friendly office environment with free beverages (pop, water, coffee, tea)
● Accessible by transit, with free parking onsite
● Company social events, including birthday celebrations and team outings
Interested applicants should submit their resume to careers@egate.net for consideration. While we value every candidate’s interest, only qualified candidates will be contacted.
EGATE is an inclusive work environment and as such has a workplace accommodation policy in place; if you require any accommodation, please advise in your application so we may coordinate.
About us:
EGATE Networks is a leading provider of managed network services, VoIP solutions and digital signage. Whether we’re an extension of a client’s existing IT team, or managing their outsourced IT structure, we’re customer obsessed and aim to provide best in class services. Our team is small but our impact is mighty!
About the position:
We’re growing and are looking to add a Bookkeeper to our team!
The Bookkeeper will report to the Office Manager and will be responsible for recording, maintaining and processing financial transactions on behalf of EGATE. Through their work, they will interact with other teams, such as Provisioning, Customer Service, as well as external vendors. If you’re a self-directed bookkeeper, with a passion for detail and accuracy, we would love to hear from you!
Responsibilities:
- Billing: Create monthly invoices from SOs received, work with staff to ensure accuracy
- Receipts: Process payments as received, whether depositing cheques/ETFs, and enter payments into QuickBooks
- Credit card reconciliations: Review company credit card bills, and book purchases ensuring they have invoices that accompany them and booked correctly
- Vendor invoice reconciliations: review incoming invoices, ensure signed off (or obtain approvals if required), and submit credit card payments to vendors
- Ensure a smooth flow of purchase orders, invoices and receipts – processing both on time and accurately
Requirements:
- Highschool diploma
- Understanding of accounting best practices
- 2-5 years professional experience in a similar position, ie bookkeeping, accounting
- Proficient with Quickbooks, MS Office and Teams, with strong spreadsheet skills
- High attention to detail, and able to thrive in a fast-paced environment while maintaining accuracy in work
- Positive attitude, reliable and trust-worthy
Why EGATE:
- We’re big believers in continuous learning and support our employees’ professional development
- Competitive compensation, including paid vacation and sick days, Health Spending Account
- Small, friendly office environment with free beverages (pop, water, coffee, tea)
- Accessible by transit, with free parking onsite
- Company social events, including birthday celebrations and team outings
Interested applicants should submit their resume to careers@egate.net for consideration. While we value every candidate’s interest, only qualified candidates will be contacted.
EGATE is an inclusive work environment and as such has a workplace accommodation policy in place; if you require any accommodation, please advise in your application so we may coordinate.