Customer Support Specialist / IT Support Technician

About the role

As a Customer Support Specialist / IT Support Technician you will provide technical assistance to Gtechna’s clients, diagnosing and resolving software and occasional hardware issues. You will interact with customers via phone and email, ensuring high satisfaction while collaborating with internal teams to improve support processes.

Key responsibilities

• Respond to incoming support calls and emails.
• Assess, analyze, and troubleshoot customer issues.
• Diagnose and resolve software problems and occasional hardware faults.
• Understand customer operations, system configurations, and create custom reports and SQL queries.
• Document all interactions in the ManageEngine MSP ticketing system.
• Follow established support processes and standards.
• Identify, prioritize, and escalate complex issues.
• Generate Return Material Authorizations (RMA) for hardware evaluation or repair.
• Participate in an on‑call rotation for evenings, weekends, and emergency support.

Required profile

• Client‑focused with a strong customer‑first mindset.
• Motivated, solution‑oriented and able to work autonomously.
• Excellent communication skills in English and French.
• Organized, accountable and comfortable collaborating across teams.

Required skills

• Strong experience with SQL databases (PostgreSQL, MSSQL, Oracle).
• Knowledge of Java.
• Knowledge of HTML.
• Networking background.
• Hardware troubleshooting experience.
• Familiarity with ManageEngine MSP ticketing system.

What we offer

• Competitive compensation.
• Stable daytime schedule (Monday to Friday).
• Modern remote work environment.
• Career growth opportunities within Harris Computer Systems.