Technical Support Analyst

Role overview

This opportunity is posted on behalf of a partner employer that handles the application review and all subsequent hiring steps. The role is for a Technical Support Analyst in Canada, working in a fast-moving support setting that serves users of specialized hospitality technology software. You will be the primary contact for technical questions and issues, assisting customers with troubleshooting and helping keep systems running reliably across different applications and environments.

The job requires strong responsiveness, precise communication, and a customer-first mindset. You will work through several support channels, coordinate with internal technical specialists when issues need escalation, and contribute to a collaborative environment where learning and technical growth are encouraged. This is a round-the-clock support function, so flexibility, resilience, and solid problem-solving ability are essential.

Accountabilities

• Handle initial technical inquiries from customers through phone, email, and chat, and work toward prompt, practical resolutions.
• Investigate issues related to hardware, software, networking, and Windows operating systems across multiple versions.
• Record, monitor, and update customer cases and incidents in the ticketing platform.
• Partner with internal technical groups to route and resolve more advanced problems.
• Support custom applications and related systems, with training provided where necessary.
• Deliver a high level of customer satisfaction through clear updates and organized troubleshooting.
• Spot repeated problems and help improve internal knowledge resources.
• Follow support procedures and service expectations in a rotating 24/7 schedule.

Requirements

• Previous experience in technical support, help desk, or IT support is preferred.
• Working knowledge of Windows operating systems, including Windows 7, 8, 10, and 11, along with basic troubleshooting methods.
• Understanding of networking basics and core IT infrastructure concepts.
• Strong English communication skills, both written and spoken.
• Ability to assess technical issues and resolve them in a methodical, efficient way.
• Willingness to work on a rotating 24/7 support roster.
• A calm, service-oriented approach when handling pressure or difficult situations.
• Experience in hospitality or SaaS environments is considered an added advantage.

Benefits

• Expected salary range is approximately CAD 40,000 to CAD 53,362, based on experience.
• Health, dental, and vision coverage are included.
• Additional health benefits and long-term disability coverage are provided.
• An RRSP retirement savings plan with employer matching is available.
• A health spending account offers extra wellness support.
• Flexible paid time off is offered.
• Opportunity to join a growing, technology-focused workplace.
• Exposure to hospitality-oriented software platforms and enterprise support operations.

Additional information

This role is part of a partner-led hiring process. Applications are screened using an AI-assisted matching system to identify candidates whose profiles best align with the core requirements. The shortlist is shared with the employer, and the hiring company manages interviews, assessments, and final selection. Personal data may be processed for recruitment purposes, including evaluation and sharing with the employer, based on legitimate interest and pre-contractual measures under applicable privacy laws. AI tools may assist with parts of the process, but final hiring decisions are made by humans.