Overview
Hybrid
Depends on Experience
Full Time
No Travel Required
Skills
Business-to-business
Communication
Computer Science
SaaS
Spanish
Ticketing Tool
Customer Support
Documentation
ITIL
IaaS
Issue Resolution
English
Collaboration
Customer Relationship Management (CRM)
Customer Service
Knowledge Base
Job Details
Job Title: IT Support Engineer (English + Spanish)
Location: Hamilton, ON (Onsite)
Experience: 2+ Years
Must Have: Excellent English + Spanish, B2B
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)
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.