Careers

Nexicom is a leading Communication service provider in Central Ontario.

We offer a professional, friendly work environment which encourages learning and growth with a positive attitude.

Nexicom is looking for a Technical Support Supervisor.

Position Overview:

Nexicom offers a fast paced, high energy, work environment. We offer:

- Competitive wages ranging from $24.50-$32.00/hr. based on skills and experiencePositive work culture

- Excellent company benefits including both Health and Dental

- Matched Pension Plan

- Yearly performance reviews

- Access to courses and training for continual learning and development

Key responsibilities include:

- Provide leadership, coaching and development to the Technical Support team;

- Identify trends on the technical support team and generate a variety of alternative techniques or methods to resolve issues/problems;

- Analyze trouble tickets and telephone queue statistics and provide reports to their manager;

- Stay up-to-date on customer service trends, competitive advantages, and telecommunication technologies and software;

- Develop and update Customer Installation Instruction Manuals for our various services/devices, i.e., Fibre, VoIP, DSL, Wireless, and Residential Gateways;

- Provide third-level technical support and service to internet customers through telephone, face-to-face and online assistance;

- Be prepared to answer front-line phone calls when the need arises;

- Address technical problems that are unresolved by other members of his/her team

This position is Monday - Friday, with the possibility of working weekends to cover shifts as required.

This position requires the individual to be on call on a predetermined schedule.

Education: Two- or three-year college diploma in business or computer related field, or equivalent experience.

Computer Knowledge: Knowledge of Internet access programs such as Microsoft Edge, Google Chrome, Firefox, and email programs such as Microsoft Outlook, as well as an in-depth knowledge of all versions of the Windows operating system and computer software programs such as PowerPoint, Word, and Excel. Additional understanding of, but not limited to: Wired and Wireless Network Interfaces, FTP, Web Hosting, IPTV, and billing systems..

Experience: Five plus years of experience at an Internet service provider or in a similar field.

Condition of Employment: As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check.