Technical Support Representative

ABOUT THE COMPANY

IT-Specialists.ca (the “Company”) is a Canadian tech company that provides IT services and support for clients of all sizes. We cater to small-to-medium enterprises, major corporations, non-profits, government entities, home offices and households. Whether clients have a small problem, a large project, or need temporary staffing in their IT department, we can help. We deliver fast and efficient access to our nationwide team of Technical Support Representatives (“TSRs”), as if clients had their own IT department on stand-by. We provide our services on an hourly, monthly, one-time, project or contract basis; and even offer do-it-yourself support for clients who already have their own skills or IT staff, but just have a few questions or need guidance. Do-it-yourself and remote support are available for clients anywhere in Canada; and on-site support is available in select cities.

COMPENSATION SUMMARY

• $25 to $55 per hour on an independent contractor basis, depending on TSR skills (such as IT education, certifications and work experience); and depending on client requirements (such as on-site or remote; commercial or residential; one-time or monthly; hourly, project or contract-based; duration; etc.).
• Ability to transition to part-time or full-time service calls, projects and/or contracts in the future, as demand grows for your services (i.e. $50,000 to $110,000 per year based on 40 hours per week for 50 weeks);
• Potential to increase hourly/project/contract/annual income in the future by providing more advanced IT services that command higher rates from commercial clients;
• Travel Fee of $0.70 per km in both directions for on-site services (calculated from the TSRs location to the client’s location).

JOB DESCRIPTION

IT-Specialists.ca is looking for reliable and enthusiastic Technical Support Representatives (“TSRs”) in Canada to provide remote and/or on-site installation, configuration, maintenance, upgrades, setup, training, troubleshooting, diagnostics, repairs, deployments, integrations, migrations, monitoring, administration, consulting, solutions and/or support in one or more of the following areas. We’ve also included some optional marketing roles, in case they may be of interest:

• Artificial Intelligence (AI);
• Audio/Visual;
• Cloud Services;
• Communication Systems;
• Computers & Laptops (PC & Mac);
• Data Management & Databases;
• Firewalls & VPNs;
• Hardware & Peripherals;
• IT Security;
• Managed Services;
• Networks (LANs, WANs & Wireless);
• Point-of-Sale Systems (PoS);
• Security Systems & Internet-of-Things (IoT);
• Server Rooms & Data Centers;
• Software Development;
• Tablets & Smartphones;
• Third-Party Software;
• Virtualization;
• Web Development;
• Recruiting & Headhunting;
• Business Development;
• Account Executive;
• Sales & Marketing;
• Cold Calling.

Primary tasks will include speaking with clients to better understand their technology issues or requirements; providing remote and/or on-site services and support to small-to-medium enterprises, major corporations, non-profits, government entities, home offices and/or households; providing expert services in a fast and efficient manner on an hourly, monthly, one-time, project or contract basis; following our best practices, policies and procedures; providing exceptional customer service for consistent 4 or 5 star client reviews; and preparing invoices and accepting payments (only applies to hourly services or small projects).

The IT industry is full of job postings where the employer decides everything (i.e. type of clients, type of services, type of skills, hourly pay rate, work schedule, location, holidays, etc.). We are taking the opposite approach – where the TSR decides everything. TSRs will work from home on an independent contractor basis, beginning with hourly gig work in their spare time. TSRs can choose the services & skills they would like to provide, as well as their preferences for providing them (i.e. commercial or residential; remote or on-site; hourly or monthly; small or large projects; short-term or long-term contracts; availability & work schedule; hourly pay rate; preferred city; etc.). Furthermore, TSRs can update their services and preferences whenever they wish (as they obtain new certifications, gain new work experience, or fine-tune their desired career path). As demand grows for their services (and depending on their performance), TSRs will have the option of transitioning to part-time or full-time service calls, projects or contracts. TSRs will also have the option of relocating to other cities as the Company expands; and TSRs will determine their own holiday schedule.

NOTE TO INDPENDENT CONTRACTORS w/ CLIENTS

If you are an independent contractor in the IT industry; and if you are turning down projects from your clients because you don’t have the time, skills or team, we have a solution for you. Join our team as a TSR and you’ll never have to walk away from a project again. Simply appoint yourself as the “Lead Contractor” (to protect your relationship with your client), and IT-Specialists.ca will handle everything else. We will assemble the team of TSRs to complete the project; we will prepare the contract for your client; and we can manage the entire project from beginning to end. Even if you’re too busy to help with a project, you can accept it from your client and earn a portion of the revenues. This could significantly increase your annual income, for virtually no additional work. Furthermore, you’ll have the ability to pursue large projects (that you normally wouldn’t pursue); and you can tell your independent contractor friends that you can assemble teams for their projects as well. There are no strings attached – it will not restrict you in any way from continuing to operate as your own independent contractor outside of our Company.

BUILD YOUR DREAM JOB

Becoming a TSR with IT-Specialists.ca is ideal if you already have income from a project, contract or job, but would like to start building your “dream job” in your spare time. You can work from home, earn more per hour, and start building a long-term career designed by YOU. As demand grows for your services, you’ll be able to focus on the services & skills YOU are passionate about; with the type of clients YOU want to focus on; in the city where YOU want to operate; and on a weekly schedule designed by YOU for work/life balance. Here are some examples of different long-term goals for different TSRs (individual goals may vary):

• TSR #1) Start with residential services and eventually transition to more advanced commercial services at higher hourly rates. Work in the fall, winter and spring, but vacation every summer;
• TSR #2) Eventually provide services in a warmer climate like Kelowna, Vancouver or Southern Ontario. Casual work schedule of 4 days per week with every Friday, Saturday and Sunday off;
• TSR #3) Continue to operate as an independent contractor with your own clients, but double your annual income by pursuing or accepting additional projects and appointing yourself as Lead Contractor. Get IT-Specialists.ca to assemble the team; prepare the contract; and complete the project. Get paid for additional projects, without doing any of the work;
• TSR #4) Get notified about large projects or long-term contracts with a higher pay rate than you are currently earning. When the right opportunity comes along, transition to the new project or long-term contract at the higher pay rate;
• TSR #5) Currently have a job, but unhappy with the people, pay, clients, services, daily routine, work schedule and/or city. Start with hourly gig work in your spare time and gradually build a dream job designed by YOU. Transition to full-time as soon as the demand for your services will support it;
• TSR #6) Provide Do-It-Yourself services in your spare time for clients across Canada. Work from home. Get paid for each brief call with the ability to earn a significantly higher hourly rate. Eventually transition to full-time when there are enough calls to keep you busy;
• TSR #7) Begin as a TSR providing services to clients in your spare time. As demand grows for your services, eventually transition to Level 2 support on our Help Desk. Work from home; provide guidance to other TSRs; get paid for each call; and transition to full-time when there’s enough calls to keep you busy;
• TSR #8) Get in on the ground-level with IT-Specialists.ca. Work as a TSR initially, but transition to a full-time salaried position (i.e. management or other positions) as the Company expands;
• TSR #9) Get notified about large projects or contracts in different cities, so that you can travel across Canada and work on different projects. This would combine large commercial projects; the ability to travel; and getting paid well to do it;
• TSR #10) Join our team as a marketing rep. Work from home in your spare time. Generate a significant amount of recurring income in a short period of time. Transition to full-time when you’re earning more in your spare time than you’re earning from your current job.

As a TSR, you will have full control over the services & skills you’d like to provide; and your preferences for providing them. We believe this is the best way to build a team of TSR’s that LOVE what they do and are more likely to go the extra mile for clients.

KEY BENEFITS

• Keep your current project/contract/job and supplement your income in your spare time;
• Build your dream job over time, with every aspect of your daily routine, work/life balance and annual income custom-designed by YOU;
• Get paid more per hour/project/contract compared to industry-standard rates for similar services;
• Ability to pursue or accept large projects from clients or friends, because you’ll have our Company and a national team of IT professionals standing behind you. Significantly increase your annual income by letting us handle those projects on your behalf;
• Unlimited opportunities to advance, grow, increase your income, try new opportunities, work with new clients and move in new directions. Our Company will be with you every step of the way;
• Numerous ways to increase your income and your happiness by working smarter; working from home; and focusing on the services & skills you enjoy;
• Never grow tired of your daily routine, because you can change it at any time;
• Option to travel or relocate to other Canadian cities in the future; and have client opportunities waiting for you when you arrive;
• Freedom to pursue new certifications or work experience and change your career path at any time. Simply update your services, skills and preferences – and start receiving new client opportunities that are perfect for your new path;
• Get in on the ground-level with a national IT service provider, with significant opportunities for advancement in the future;
• Provide remote services from the comfort of your home to clients across Canada.

RESPONSIBILITIES

The following responsibilities may vary depending on your skills and the services you’d like to provide:

• Choose your services & skills and your preferences, so that our Company can send you notifications for client opportunities as we expand;
• Communicate with the Company via email, telephone, mobile phone, video calls and/or in-person;
• Watch podcast-style videos with important information as they are added to the library;
• Respond to text notifications for client opportunities ASAP if you are interested; and ignore them if you are not;
• When interested in a client opportunity, you must contact the client within the designated response time to better-understand their issues or requirements; provide an estimate; and book an appointment at a mutually acceptable time if they’d like to proceed;
• Only accept client opportunities if you can perform the service and/or resolve the issue by yourself in a fast and efficient manner, without escalating to a more experienced TSR;
• Provide timely on-site services in your preferred city and districts as the Company expands;
• Provide timely remote services (via the Internet) to clients across Canada as the Company expands;
• Use your home office as your base for providing remote and/or on-site services for clients;
• Communicate with clients via email, telephone, mobile phone, video calls, remote access software and/or in-person;
• For video calls with clients, you must use a quiet room in your home; a high-quality webcam; a wired headset or encrypted wireless headset; a wired Internet connection; and a virtual or professional background;
• Maintain detailed records/logs in the Company’s ticketing system regarding client inquiries, their issues or requirements, estimates, appointments and services provided;
• For on-site services, you must always arrive on time; always wear proper attire; and always be courteous and professional;
• For projects or contracts that require daily site visits, you must always arrive on time and stay for the allotted time each day;
• Perform troubleshooting through diagnostic techniques and pertinent questions to identify problems and implement solutions quickly and efficiently;
• Consult user guides, technical manuals, third-party vendors, third-party websites and/or documentation to identify problems and implement solutions quickly and efficiently;
• Educate clients on technical issues and solutions in an easy-to-understand manner, regardless of their level of technical expertise;
• Determine and recommend which products or solutions best fit the client’s needs;
• Perform or facilitate a complete solution including installation, configuration, maintenance, upgrades, setup, training, troubleshooting, diagnostics, repair, deployment, integration, migration, monitoring, administration, consulting, solutions and/or support if required by the client;
• Always obtain the client’s pre-approval for any additional costs before proceeding;
• Own and accept responsibility for client problems; and always champion client issues to resolution;
• Ensure the client is 100% satisfied upon completion, to ensure you’ll receive a 4 or 5 star review;
• Prepare the invoice and accept payment upon completion (applies to hourly services or small projects);
• Maintain the highest levels of customer service to develop long-term, loyal clients;
• Contribute to the ongoing development and refinement of our best practices and policies & procedures to elevate the client experience and enhance client satisfaction;
• Collect, organize and contribute to the knowledge base and problems & solutions log for use by all TSRs;
• Upgrade your certifications as new technology is introduced; or if you’d like to add more services & skills to your portfolio.

EDUCATION / CERTIFICATIONS / WORK EXPERIENCE

Here are examples of the type of education, certifications and/or work experience that would be an asset (but may vary depending on the services you’d like to provide):

• Technical Degree or Diploma in a relevant field in IT (already received);
• College Degree or Diploma in a relevant field in IT (already received);
• University Degree or Diploma in a relevant field in IT (already received);
• Certification(s) from major vendor(s) or in relevant field(s) in IT (received or underway);
• Fundamental knowledge of or exposure to technologies in relevant field(s) in IT;
• 2 to 5+ years work experience in relevant field(s) in IT;
• 2 to 5+ years work experience in similar roles in IT;
• Relevant IT experience, including but not limited to Technical Support; Deskside Support; Remote Support; On-Site Support; Support Desk (L1, L2, L3); Troubleshooting; Hourly Services; Monthly Services; Managed Services; Small or Large IT Projects; Short-Term or Long-Term IT Contracts;
• Degree, Diploma or Certificate related to Sales & Marketing, Recruiting, Headhunting, Account Management or Business Development (received or underway);
• Work experience related to Sales & Marketing, Cold Calling, Recruiting, Headhunting, Account Management or Business Development.

MINIMUM REQUIREMENTS

• Fluent in English (both verbal and written);
• Excellent communication skills in English (both verbal and written);
• Expertise in at least ONE of the areas outlined in the JOB DESCRIPTION section (above);
• Appropriate level of post-secondary education and certifications for the services you’d like to provide;
• Highly skilled with 2+ years work experience for the services you’d like to provide;
• Exceptional customer service skills and the ability to obtain 4 or 5 star client reviews consistently;
• Excellent troubleshooting & problem-solving skills and the ability to discover solutions for all challenges;
• Excellent time management, organizational skills and attention to detail;
• Ability to follow instructions, best practices and policies & procedures at all times;
• Ability to adhere to core values of confidentiality, integrity, accountability, honesty, fairness, loyalty, trust and respect;
• Ability to work independently and as part of a team;
• A quiet home office or private room with a door and the following equipment within it: 1) personal computer with anti-virus software; 2) PC must be running Windows 10 or newer, Mac must be running 10.13 or newer; 3) subscription to a high-speed, hard-wired Internet connection; 4) webcam with 1080p or 4K resolution; 5) virtual or professional background for video calls; 6) wired headset or encrypted wireless headset; 7) softphone or wired desk phone for private calls (NOT a cordless phone in an unlicensed band such as 2.4 GHz);
• A mobile phone;
• Access to a reliable vehicle during the hours and days you’re available with a valid Driver’s License and active insurance policy (required for on-site services, but not for remote services);
• Acceptance of Independent Contractor Agreement outlining the terms and conditions of the relationship;
• Currently living in Canada as a Canadian Citizen or Permanent Resident;
• Ability to pass a security screening check and/or criminal background check.

BONUS POINTS

• Flexible work schedule;
• Ability to work overtime when necessary to meet client needs;
• Ability to respond immediately to client requirements, especially for urgent issues;
• Ability to travel for on-site services anywhere in your city;
• Ability to travel for larger on-site projects or contracts anywhere in Canada;
• Willingness to perform other tasks or assist/coach other TSRs from time to time;
• Willingness to go above and beyond for clients, to develop long-term and loyal clientele;
• Passionate about providing IT services & support and being the BEST at what you do;
• Sales & marketing or cold-calling experience.

Are you interested in hourly/project/contract opportunities to supplement or replace your current income? Are you interested in a ground-level opportunity with a national IT service provider; and with significant opportunities for advancement in the future? Are you interested in building your dream job in IT based on YOUR interests and goals? With the introduction of Artificial Intelligence (AI), a technological revolution has begun. AI is expected to transform numerous industries and create an even greater demand for all types of IT services & skills. If you’d like to join us for this historic period in the IT industry, please submit your resume.

TAGS

AWS, Oracle, Microsoft, OneDrive, VMware, SharePoint, Azure, OpenAI, ChatGPT, IT Security, Cyber Security, MSP, Database Administration, Network Communications, Change Management, IMAC, NOC, SEO, CompTIA, Microsoft 365, Microsoft Certified, Google Certified, IBM Certified, Nutanix Certified, Citrix Certified, AWS Certified, Axelos, ITIL, Juniper Networks, Toronto, Vancouver, Calgary, Edmonton, Ottawa, Winnipeg, Hamilton, Kitchener, London, Victoria, Halifax, Oshawa, Windsor, Saskatoon, St. Catharines, Niagara Falls, Regina, St. John’s, Kelowna

Job Types: Part-time, Contract, Casual, Freelance

Salary: $25.00-$55.00 per hour

Benefits:

• Automobile allowance
• Casual dress
• Flexible schedule
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Monday to Friday
• Morning shift
• Night shift
• No weekends
• On call
• Overtime
• Weekends as needed
• Weekends only

Supplemental pay types:

• Bonus pay

Experience:

• IT: 2 years (required)

Work Location: In person