First seen by our source: 3 hours ago
Senior Technical Support Specialist
@ EGATE Networks
Toronto, Ontario
Overview
EGATE Networks is hiring a Senior Technical Support Specialist for a fully in-office role at its head office. The work covers provisioning, troubleshooting and resolving technical issues affecting customers, with required evening, weekend and after-hours coverage. The posting asks for 5+ years of technical support experience and offers paid vacation, sick days and a Health Spending Account.
Responsibilities:
- Respond to ticketing and ordering queues
- Troubleshoot and repair network and voice issues
- Provision equipment for orders
- Escalate complex tickets and manage incidents
- Follow up with carriers and customers on orders
Requirements summary:
- 5+ years in a technical support role
- Thorough knowledge of voice and network systems
- Fortinet and Cato experience is an asset
- Able to work fully from the head office
- Available for evening, weekend and after-hours coverage
Tools & skills
Source and dates
Source type not verified · apify-linkedin
- Employer posting date
- Not provided
- First seen by our source
- 2026-11-14
- Source record updated
- 2026-11-14
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | IT |
| Experience | 5+ years |
| Hours per week | 40 (estimated) |
| Schedule | day, evening, weekends |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Licences & certifications | CCNA, VoIP certification |
| Background checks | references |
| Education | Bachelor’s degree (preferred) |
| Fields of study | Computer Science, Engineering |
| Perks mentioned | Generous paid time off, Transit support |
Summary and details written by AI from the posting; the employer’s posting is the authority.
EGATE Networks
| Field | Value |
|---|---|
| Open jobs on Jobsy | 3 |
About us:
EGATE Networks is a leading provider of managed network services, VoIP solutions and digital signage. Whether we're an extension of a client's existing IT team, or managing outsourced IT structure, we're customer obsessed and aim to provide best in class services. Our team is small, but our impact is mighty!
About the position:
We're growing and are looking to add a Senior Technical Support Specialist to our team!
The Senior Technical Specialist (“STS”) is responsible for handling both routine and extraordinary requests mostly focusing on Technical Delivery of EGATE Services. The STS will handle dealing with technical aspects including provisioning, troubleshooting and other deployment issues. The STS will have a good level of Customer Service and advanced Technical Skills to ensure issues impacting a customers business are quickly assessed and resolved.
This is a fully in-office position based at EGATE's head office. As EGATE supports customers in a 24/7 business environment, flexibility to support scheduled evening, weekend and after-hours coverage is required based on business needs.
Responsibilities:
- Respond to items in Ticketing and Ordering Systems in queues relevant to skills
- Analyze individual items requiring repair or troubleshooting in systems and determine steps to diagnose and ultimately repair issues
- Provision equipment as requested for Orders in Order Systems
- Deal with escalations raised by Internal teams
- Ensure change management procedures are followed for any issues following within scope
- Respond to alarms and other automated monitoring systems as expected
- Determine if Alarms or Tickets represent an Incident and start Incident process if required.
- Troubleshoot customer issues and resolve issues and update customer accordingly
- Escalate tickets as required for more senior technical handling
- Follow up on complex orders with carriers and customers to ensure smooth delivery experience
- Update data as appropriate in key EGATE systems in JIRA, Sharepoint, Kayako, and Dynamics 365.
Requirements:
- Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
- Minimum 5+ years of professional experience in a technical support role
- Thorough knowledge of Voice and Network Systems
- Experience or working knowledge of Fortinet provisioning/troubleshooting and Cato troubleshooting/provisioning considered an asset
- Confident, friendly and assertive disposition
- Comfortable using knowledge and judgment to problem solve independently
- Enjoys working in a fast-paced environment
- Self-motivated and continuous learner
- Positive attitude, reliable and trust-worthy
- Able to work fully from EGATE's head office
- Able to participate in scheduled evening, weekend and after-hours coverage as required
Nice to have:
- Understanding of PPPoE
- CCNA designation
- VoIP certification
- French language skills
- Exposure to Ansible
- Exposure to Grafana or similar monitoring dashboards
Why EGATE:
- We're big believers in continuous learning and support our employees' professional development
- Competitive compensation, including paid vacation and sick days, Health Spending Account
- Small, friendly office environment with free beverages (pop, water, coffee, tea)
- Accessible by transit, with free parking onsite
- Company social events, including birthday celebrations and team outings
Our hiring process includes interviews, a technical assessment, and background/reference checks. While we value every candidate's interest, only qualified candidates will be contacted.
EGATE is an inclusive work environment and as such has a workplace accommodation policy in place; if you require any accommodation please advise in your application so we may coordinate.
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