Technical Support Specialist

Job summary

Provide first- and second-level support for hardware, software, network, and telecom issues through phone, email, remote tools, and in-person assistance. Diagnose and resolve problems, maintain systems and documentation, track and escalate support requests, and guide users on technology best practices.

Job details

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking a skilled and customer-focused Technical Support Specialist to provide high-quality technical assistance to our clients and internal teams. This role involves troubleshooting issues, supporting hardware and software systems, and ensuring smooth technology operations. Responsibilities Provide first- and second-level technical support for hardware, software, and network-related issues Respond to technical inquiries via phone, email, remote access tools, and in-person Diagnose, troubleshoot, and resolve IT and telecom-related problems efficiently Assist with installation, configuration, and maintenance of systems, devices, and applications Log and track all support requests in the ticketing system, ensuring timely resolution Escalate unresolved issues to higher-level support or vendors when necessary Maintain detailed technical documentation for systems, configurations, and procedures Provide training and guidance to users on hardware, software, and system best practices Stay updated on emerging technologies, updates, and patches relevant to company systems Requirements Education & Experience: College diploma or university degree in Information Technology, Computer Science, or a related field Minimum 2–3 years of technical support or helpdesk experience Technical Skills & Knowledge Strong knowledge of Windows OS, Microsoft Office Suite, Active Directory, and Exchange Server Experience with networking fundamentals (LAN/WAN, TCP/IP, VPN) Familiarity with mobile device support (Android, iOS) and remote support tools Understanding of ticketing systems (ServiceNow, Zendesk, or similar) Knowledge of telecom systems and VoIP technologies is an asset Soft Skills Excellent troubleshooting and problem-solving skills Strong customer service orientation with a professional demeanor Effective written and verbal communication skills Ability to work independently and collaboratively Strong time management and organizational abilities Work Conditions Standard hours: 8:00 AM – 5:00 PM, Monday to Friday Occasional evening, weekend, or after-hours support based on business needs May require travel to client sites for on-site support

What you’ll do

Provide first- and second-level support for hardware, software, network, and telecom issues through phone, email, remote tools, and in-person assistance. Diagnose and resolve problems, maintain systems and documentation, track and escalate support requests, and guide users on technology best practices.

Requirements

A college diploma or university degree in Information Technology, Computer Science, or a related field and 2–3 years of technical support or helpdesk experience are required. Candidates should know Windows, Microsoft Office, Active Directory, Exchange Server, networking fundamentals, mobile device support, remote support tools, and ticketing systems; telecom and VoIP knowledge is an asset.

Listed skills

• Network Troubleshooting · Preferred
• Active Directory · Preferred
• TCP/IP · Preferred
• VPN · Preferred
• Microsoft Office Suite · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Hardware Troubleshooting
• Software Troubleshooting
• Network Troubleshooting
• Windows OS
• Microsoft Office Suite
• Active Directory
• Exchange Server
• LAN/WAN
• TCP/IP
• VPN
• Android
• iOS
• Remote Support Tools
• Ticketing Systems
• VoIP

Job areas

• Technology
• Customer Service & Support

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