Tier 2 (L2) Support Specialist

Are you ready to join a purpose-based organization that is radically reinventing how work is done and is committed to providing exceptional customer support? At ET Group, we believe in evolving our organizational culture to meet the changing needs of our clients and team members. We're in search of individuals with bold ideas who want to make a difference and contribute to our journey as a company.

THE ROLE

As a Tier 2Support Specialist, you apply critical thinking to complex user requests and provide as much context and information as possible to deliver the best solutions as quickly as possible.

You will play a key part in delivering excellent experience with collaboration technologies, whether virtual or in-meeting rooms.

WHERE YOUR EXPERTISE IS NEEDED

• Perform remote/virtual L2 help desk assistance and be a technical resource for the service and support circle.
• Own the technical aspects of a service ticket ensuring successful resolution.
• You will be actively involved in troubleshooting and determining next steps.
• Review ticket scopes / drawings and documentation with Service techs when necessary.
• You will assist with escalated service incidents.
• You will participate in internal, partner and vendor training to stay up to date on the latest technology solutions.

WHAT WE’RE LOOKING FOR

• You have excellent communication, problem-solving and AV troubleshooting skills and have experience in customer service in a technical environment.
• You can hold a conversation as well as resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). Going “over and above” is your second nature, you value the people behind the problems, and technology is your passion.
• You have profound UC knowledge
• You feel comfortable reporting and analyzing data. This includes keeping our document’s repository up-to-date.
• You have a working knowledge of our service contracts and can advise our techs on documents and drawings. You will be the liaison between the project commissioning hand off and the contract administrator.
• Working knowledge of Q360 is an asset.

PERKS AT WORK

• Annual salary: $78,000 CAD per year.
• 3 weeks of paid vacation in your first year, with additional days accrued for tenure.
• Medical and dental benefits after 3 months.
• Comprehensive onboarding, mentoring, and professional development opportunities.
• Diverse team of experts to inspire and learn from.

ET Group values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills. Our hiring decisions are based on qualifications, merit, and business needs.