Technical Support Specialist - 1 year contract

Think Research Corporation • Toronto, ON

2d • Remote

About The Position

Think Research is seeking a bright, detail-oriented, and highly motivated individual to join their Technical Services team as a Technical Support Specialist. The ideal candidate must be a quick learner, a problem solver, have a lot of patience, and have great communication and organization skills. This is a 1-year contract opportunity.

Requirements

• 1 to 3+ years of experience in a Technical Support environment.
• Post-secondary degree in Computer Science or a related field.
• Strong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers.
• Excellent written and verbal communication skills, including the ability to translate technical findings into clear, client-facing explanations.
• Familiarity with ITIL-aligned incident, problem, and change management practices.
• Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes.
• Proven ability to manage multiple priorities in a fun, fast-paced team environment while at the same time maintaining a professional relationship with clients.

Nice To Haves

• ITIL Foundation certification is an asset.
• Experience with Basis SQL querying and data troubleshooting.
• Experience with APIs and integrations (REST/JSON).
• Experience with Authentication and identity systems (e.g. ADFS, SSO, OAuth).
• Experience with Cloud hosted environments (e.g. Google Cloud).
• Experience with Application or infrastructure monitoring tools used in a support environment.
• Experience with healthcare interoperability standards such as HL7 v2 and/or FHIR.
• Experience supporting SaaS solutions is an asset.

Responsibilities

• Field incoming technical support requests from clients via telephone, email, self-service, and web, and resolve issues in a timely manner.
• Review documents, workflow, and plans for support with customers/vendors.
• Update and maintain documents within a structured knowledge base.
• Coordinate monitoring and tracking of issues and resolutions in the centralized ITSM support tool.
• Conduct configuration changes in client platform instances.
• Troubleshoot and resolve issues regarding interface and information exchanges.
• Provide status updates and reports on the current state of issues.
• Manage and action all IT alerts on time.
• Monitor and diagnose application and infrastructure programs.
• Perform timely technical and management escalations for outstanding issues and service requests.
• Work on IT-related projects and roll-outs.
• Work shifts (24/7) and be available for rotating off-hours and on-call duties.
• Ensure KPI targets are met every month.
• Learn something new using PD days and apply the knowledge at work.

Benefits

• Meaningful work that directly impacts patient care
• Growth opportunities with leaders who support development through mentorship
• Fully remote work environment
• Collaborative, creative, dynamic and flexible work environment, with a start-up spirit
• Equal employment opportunities (EEO) to all employees and applicants regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
• Accommodations for people with disabilities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree