Intermediate IT/VoIP Support Technician

Job Summary

We are looking for a service-oriented Intermediate IT/VoIP Support Technician to support remote client users and environments while striving to achieve and surpass our service level commitments. Daily responsibilities will include technical support, process monitoring and challenges to enhance your technical skills. Work will be conducted from our Prince Edward Island Service Desk (downtown Charlottetown/Summerside office locations available). Technicians must be both proactive and responsive, initiating email correspondence, screen sharing sessions and outgoing calls as necessary for efficient and effective resolution of client service requests. Career growth allows for advanced technical skill development with increasing network/VoIP support while mentoring alongside senior team members.

Responsibilities

• Provide technical support for client application, hardware and network issues:
  • Network connectivity troubleshooting
  • VoIP/SIP platform troubleshooting and administration; PBX Administration
• Working closely with senior team members to ensure best practices and proactive planning for client environments, balanced with timely responsiveness to mission-critical emergencies:
  • Hardware failure, utility interruptions, compromised security/infrastructure
• Proactively monitor servers, applications and services using a combination of remote tools
• Monitor NOC dashboards and respond to network, voice and carrier service alarms
• Perform basic troubleshooting of carrier Ethernet, broadband, DIA and other WAN/data circuits
• Follow-up with clients, provide feedback and see assigned issues through to resolution
• Properly escalation unresolved queries to the next level of support, working closely with senior technical team members or third-party vendors as necessary to resolve outstanding issues
• Update/close client tickets, maintain client IT documentation and enter daily time records

Monday-Friday; 8hrs+break

• Standard work shift: 8:45AM-5:15PM; earliest start time 7:45AM

Requirements

• Good communication, organizational and time-management skills
• Strong client service skills and confidence when interacting with executive end users
• Strong troubleshooting and multi-tasking skills in a fast-paced team environment
• Working knowledge of ticket systems (CRM), remote management tools (RMM) and screensharing tools
• Strong proficiency in English – both spoken and written
• High School Diploma and at least one of the following:
  • Degree or Diploma in Information Technology, Computer Science or equivalent
  • IT industry certification
  • Experience providing remote technical support in a professional environment
• All Starport candidates/employees must pass a security background check (to be refreshed annually)

Company Profile

Founded in 2006, with headquarters in Toronto, Starport is a leading Managed IT Service Provider (MSP) in Canada. Our growing team of more than 70 professionals provides end user support, network/server administration, cloud hosting and cyber security services to more than 175 small and medium-sized businesses in major Canadian cities and across North America.

Our management team has actively developed a strong reputation with a wide range of industries, expanding services to include a security operations center, data center facilities, a new Calgary team in the emerging Alberta market and a service desk team based out of Prince Edward Island. Each team member contributes to Starport’s success with a rich range of experience from diverse professional and technical backgrounds. As part of the Lyra Technology Group ( we are uniquely positioned to extend cross-selling opportunities to the North America and global business communities.

We take pride in our work and share a passion for technology. Please visit for further information.

SDT205 – Intermediate IT/VoIP Support Technician

Job Type

Full-time, Permanent

Job Location

135 Kent Street, Charlottetown

Recommended Experience

2+ years of professional technical support

Compensation

Hourly wage from $20.00 to $23.00 + health benefits plan

Essential Skills

• Adaptability
• Computer Use
• Problem Solving
• Working with Others

Soft Skills

• Attention to Detail
• Effective Communication
• Service Oriented
• Time Management

Hard Skills

• Telecom Services
• Troubleshooting

Languages

• English