Information Technology Specialist
About the role
Job Title: IT Support Engineer
Location: Hamilton, ON (Onsite)
Experience: 2+ Years
Must Have: Excellent English, Handling B2C clients
Responsibilities :
- Provide technical assistance to customers via phone or email , ensuring timely issue resolution.
- Troubleshoot technical issues with applications by analyzing log files, error messages, and user reports.
- Log and monitor incidents, prioritize and resolve according to defined SLAs.
- Investigate and resolve incidents following SOPs to identify root causes and implement solutions.
- Collaborate with support teams, development teams, and third-party vendors to escalate and resolve complex incidents.
- Track and manage reported software bugs, ensuring proper documentation and resolution.
- Create and update knowledge base articles, FAQs, and troubleshooting guides.
- Participate in quality assurance activities, testing new features and verifying fixes.
- Requirements:
- Bachelor’s Degree in Computer Science or equivalent.
- Excellent verbal and written communication skills in English.
- Minimum 2 years of experience in B2B customer support roles for Enterprise or SaaS-based applications.
- Availability for 24/7 shifts, including weekends, holidays, or on-call support.
- Experience with ticketing tools and CRM systems.
- Strong interpersonal and customer service skills in a team-oriented environment.
- Basic understanding of ITIL, Cloud Infrastructure (AWS - Optional), and Operating Systems (Windows & Mac - Optional)
About NexGen Tech Solutions
NexGen Tech Solutions, established in 2017 and headquartered in Texas, USA, is a leading software company delivering cutting-edge solutions to enterprises and start-ups globally. With a presence in countries including India, Canada, the USA, Europe, Africa, Germany, Australia, and the Middle East, we are well-positioned to meet diverse technological needs across the globe.
We specialize in providing IT products and services across various domains such as Media, Telecom, E-commerce, Education, and Healthcare. Our expertise encompasses AI/ML, Blockchain, IoT, Cloud, and Mobile technologies. Our mission is to offer the world technology products and services that are consistently high-performing and reliable.
Our talented team collaborates with prestigious partners including ViewLift, HoiChoi, AHA, multiTV, Alibaba Cloud, Zimetrics, Timex, Molekule, Birlasoft, and many more. At NexGen Tech Solutions, we are committed to driving innovation and excellence in everything we do.
Information Technology Specialist
About the role
Job Title: IT Support Engineer
Location: Hamilton, ON (Onsite)
Experience: 2+ Years
Must Have: Excellent English, Handling B2C clients
Responsibilities :
- Provide technical assistance to customers via phone or email , ensuring timely issue resolution.
- Troubleshoot technical issues with applications by analyzing log files, error messages, and user reports.
- Log and monitor incidents, prioritize and resolve according to defined SLAs.
- Investigate and resolve incidents following SOPs to identify root causes and implement solutions.
- Collaborate with support teams, development teams, and third-party vendors to escalate and resolve complex incidents.
- Track and manage reported software bugs, ensuring proper documentation and resolution.
- Create and update knowledge base articles, FAQs, and troubleshooting guides.
- Participate in quality assurance activities, testing new features and verifying fixes.
- Requirements:
- Bachelor’s Degree in Computer Science or equivalent.
- Excellent verbal and written communication skills in English.
- Minimum 2 years of experience in B2B customer support roles for Enterprise or SaaS-based applications.
- Availability for 24/7 shifts, including weekends, holidays, or on-call support.
- Experience with ticketing tools and CRM systems.
- Strong interpersonal and customer service skills in a team-oriented environment.
- Basic understanding of ITIL, Cloud Infrastructure (AWS - Optional), and Operating Systems (Windows & Mac - Optional)
About NexGen Tech Solutions
NexGen Tech Solutions, established in 2017 and headquartered in Texas, USA, is a leading software company delivering cutting-edge solutions to enterprises and start-ups globally. With a presence in countries including India, Canada, the USA, Europe, Africa, Germany, Australia, and the Middle East, we are well-positioned to meet diverse technological needs across the globe.
We specialize in providing IT products and services across various domains such as Media, Telecom, E-commerce, Education, and Healthcare. Our expertise encompasses AI/ML, Blockchain, IoT, Cloud, and Mobile technologies. Our mission is to offer the world technology products and services that are consistently high-performing and reliable.
Our talented team collaborates with prestigious partners including ViewLift, HoiChoi, AHA, multiTV, Alibaba Cloud, Zimetrics, Timex, Molekule, Birlasoft, and many more. At NexGen Tech Solutions, we are committed to driving innovation and excellence in everything we do.