Technical Support Analyst L3

Resolve P1 technical escalations as a Technical Support Analyst L3 with Panasonic Canada in an onsite Niagara-on-the-Lake position. Apply advanced troubleshooting and customer service skills.

Panasonic Canada Inc. is hiring a Technical Support Analyst L3 for its ISD Help Desk. This full-time position supports internal and external customers through telephone and email. You will diagnose complex issues, review cases, and provide functional guidance to the Manager and L2 team. The role supports a 24/7/365 business environment.

Key Responsibilities:

• Respond to escalations and resolve P1 issues within service standards
• Troubleshoot technical issues for internal and external customers
• Review tickets and recommend next steps or resolutions
• Consult departments on complex, non-routine escalations
• Maintain case notes, logs, and related documentation

Requirements:

• A+ certification or equivalent and five-plus years’ similar experience
• Customer service background and previous Level 2 experience preferred
• Advanced Microsoft Office and SQL knowledge
• Resolve complex issues during high-pressure situations
• Provide guidance, handle escalations, and communicate coaching recommendations

Support Panasonic Canada’s 24/7/365 operations through P1 resolution, escalation management, SQL, and customer communication.