First seen by our source: 2 hours ago
Technical Support Specialist
@ EGATE Networks
Toronto, Ontario
Overview
EGATE Networks is hiring a Technical Support Specialist for its head office to resolve customer technical issues on managed network, VoIP, SD-WAN, Fortinet and Cato services. The role is fully on-site and requires flexible evening, weekend and after-hours coverage for a 24/7 business. Two interviews, a technical assessment and background and reference checks are part of the hiring process.
Responsibilities:
- Answer customer calls and emails on technical issues
- Perform initial troubleshooting on managed network, VoIP, SD-WAN, Fortinet and Cato issues
- Escalate issues to Tier 2 or engineering and follow up
- Liaise with vendors and carriers, opening tickets as required
- Maintain accurate documentation in the customer database
Requirements summary:
- Minimum 2 years in a technical support role
- Bachelor's in Computer Science or Engineering preferred
- Fortinet or Cato experience considered an asset
- Available for evening, weekend and after-hours coverage
- Able to work fully from head office
Tools & skills
Benefits mentioned
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 | Mid level |
| Department | Customer service |
| Experience | 2+ 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 |
| 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 Technical Support Specialist to our team!
The Technical Support Specialist will report to the Manager, Customer Care and is responsible for efficiently solving customer technical issues. They should be familiar with the different technologies EGATE offers, as well as general and customer policies to ensure that accurate information is provided to clients. If you're passionate about delivering best in class technical support and have a strong customer service orientation, we would love to hear from you!
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:
- Answer customer calls and emails regarding technical issues, triaging appropriately and striving for first-call resolution when possible
- Perform initial troubleshooting for managed network, connectivity, VoIP, SD-WAN, Fortinet and Cato-related customer issues, escalating where appropriate
- Forward issues requiring further assistance to Tier 2 or engineering, and follow up on a timely basis to ensure problem resolution and client satisfaction
- Liaise with EGATE vendors regarding services, as well as other carriers, opening tickets with carriers as required
- Participate regularly in training on products and services, as well as general and corporate initiatives to maintain a strong knowledge of EGATE's offerings
- Ensure accurate documentation within customer database
- Support scheduled coverage for national customers, including evening, weekend and after-hours shifts as required
Requirements:
- Bachelor's degree in Computer Science or Engineering preferred, equivalent experience considered
- Minimum 2 years of professional experience in a technical support role
- 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 two 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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