Technical Support Analyst

Motorola Solutions • Vancouver, BC

3d • CA$45,300 - CA$54,300 • Onsite

About The Position

Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customers’ issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have the willingness to learn, be trained, and develop key technical skills to support Envysion customers.

Requirements

• High School diploma or equivalent
• 1+ year of Technical Support/Customer Support experience

Nice To Haves

• Foundational understanding of Linux command-line interface (CLI) and network configuration.
• Proven ability to de-escalate "heated" situations and guide non-technical users through logical troubleshooting steps.
• A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles.
• Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings).

Responsibilities

• Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment.
• Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2.
• Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment.
• Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians.
• Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency.
• Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED