Technical Support Analyst

About the role

This position is a first‑line technical support role within a fast‑paced hospitality technology environment. Based in Canada, you will be the primary point of contact for customers experiencing issues with specialized software solutions, ensuring smooth system performance and high satisfaction.

Key responsibilities

• Provide first‑line support via phone, email and chat, resolving issues promptly.
• Troubleshoot hardware, software, networking and Windows OS problems (Windows 7, 8, 10, 11).
• Document and track incidents in the ticketing system.
• Escalate complex problems to internal technical teams and collaborate on resolutions.
• Support custom applications and contribute to knowledge‑base improvements.
• Maintain service standards in a 24/7 rotating schedule.

Required profile

• Experience in technical support, help‑desk or IT support roles (preferred).
• Strong understanding of Windows operating systems and basic troubleshooting techniques.
• Familiarity with networking concepts and general IT infrastructure.
• Excellent written and verbal communication in English.
• Ability to work a rotating 24/7 schedule and stay calm under pressure.
• Customer‑service mindset; hospitality or SaaS experience is a plus.

Required skills

• Windows 7, Windows 8, Windows 10, Windows 11
• Hardware troubleshooting
• Software troubleshooting
• Networking fundamentals
• IT infrastructure basics

What we offer

• Competitive salary range CAD 40,000‑53,362 per year.
• Comprehensive health, dental, vision and extended health benefits.
• Long‑term disability and RRSP matching contributions.
• Health spending account and flexible paid time off.
• Opportunity to grow in a technology‑driven hospitality environment.