Technical Support Specialist, Tier 1

About Us

Carbon60isfocused on helping companies securely manage their IT infrastructure in a cloud environment.We provide both private and public (AWS and Azure) solutions to companies across Canada, the US, and internationally.

Our Opportunity

As a Technical Support Specialist, you are trusted by our clients to respond and resolve their issues quickly, effectively and with a high standard of service. You diligently apply your technical knowledge in Windows and Linux operating platforms, and networking connectivity technologies to research and resolve client issues in a timely manner. You thrive in a fast-paced, 24 by 7 environment where you can learn, grow and build your career in an exciting industry.

Responsibilities (note that this list is not exhaustive):

• Managing multiple customer requests spanning multiple technologies on Sunday Thursday 1 PM 9 PM PST shift.
• As the first line of response for our clients, you will provide exceptional service and response times, trouble-shooting expertise and apply sound technical knowledge to resolve issues.
• You will research, collect and analyze data to understand root cause issues and work collaboratively with colleagues, engineers and cross-functional teams as necessary to find the best resolution and path of escalation for client issues.
• You will provide hands-on support to trouble shoot and provide preventative maintenance on servers, system back-ups and restores.
• You will support a 24 by 7 environment participating in shift rotation and on-call support schedule to ensure we are always ready and available to meet our clients needs.
• Continuous learning and development are important to stay abreast of changing technologies. Participating in training sessions, understanding our products, services and clients, and demonstrating the initiative.
• Ensuring customer solutions are documented and appropriately maintained.
• Improving knowledge across the entire Operations team by documenting and sharing information within customer files and the ITSM system.

What you bring:

• Minimum 2 years of Linux and/or Windows System Administrator experience in a multi-tenant environment.
• LAMP Stack and/or web server administration experience.
• Virtualization experience.
• CDN (content delivery network) experience.
• CMS administrative knowledge.
• SSL certificate and domain administration experience.
• DNS knowledge and administrative capability in Windows and Linux.
• Remote connectivity techniques, administration and troubleshooting including Ping, tracert, telnet, SSH, RDP, sFTP, SCP, RSYNC, VPN
• Knowledge of how to troubleshoot issues via log and service analysis.
• Experience with deploying and managing solutions on public hyperscale clouds.
• Excellent troubleshooting skills are required.
• Self-starter mentality with a passion for learning and an ability to apply knowledge.
• Strong interpersonal, communication and customer service skills are required.
• AWS, Azure, or Google Cloud certifications are assets.
• ITIL certification an asset.
• Computer Science degree or equivalent experience/education.
• Must be able to provide after-hours support when required and participate in an on-call rotation.
• Must be able to pass an enhanced reliability check with Public Services and Procurement Canada.

What's in it for you:

Compensation & Perks

• Competitive compensation package
• Retirement Savings Matching Program (RRSP)
• Access to the latest tech
• Partnership with Perkopolis Discounts

Flexibility & Time Off

• Remote first work environment
• Flexible work hours & location
• Paid parental leave options

Health & Wellness

• Employer paid health & dental premiums
• GreenShield Counselling Mental Health
• $500 in Health Care Spending Account annually

Growth & Development

• Peer recognition rewards

This opportunity is primarily remote. Employees should be able to provide themselves with a dedicated workspace sufficient to attend to all activities including remote server work, attending meetings and speaking directly to customers. Reliable internet connectivity is required.

As an employer, Carbon60 recognizes the importance of balancing our careers with other aspects of our lives, and our culture reflects this ethos - from flexible work hours to health and wellness incentives and having fun along the way. We look for people who thrive in an environment of accountability and at times ambiguity as we adapt and grow our business.

Carbon60 is an equal opportunity employer. We welcome and encourage applications from people with all levels of ability. Accommodation is available on request for candidates taking part in all aspects of the selection process. We thank all applicants for their interest in this exciting opportunity. Only candidates that meet the qualifications will be contacted for an interview.