Technical Support Specialist
Provance Technologies - Gatineau, QC

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As a Technical Support Specialist, you will be using the combined skills of a software developer and systems engineer to support Provance’s customers around the world. The Technical Support Specialist is a crucial role that relies on quick thinking, prioritization, creative solutions, good and timely communication, as well as a very broad understanding of the entire technology stack: from core Windows Server and Virtual Machine operating environments, to networking, web application deployment, System Center and its associated components, performance analysis and SQL optimization. Qualified individuals will thrive on solving challenges that are impacting production applications and working with team members across the organization to achieve their objectives.

Key Responsibilities

  • Provide second level product support to Customers worldwide
  • Investigate application issues and customer-driven production problems
  • Act as a customer issue resolution specialist and take ownership of problems
  • Resolve issues wherever possible and when not, identify and document problems clearly for escalation to Product Development
  • Log, investigate and track technical issues from Services and Clients
  • Ability to analyze existing code and determine recommended solutions
  • Understand, capture, log and track functional requests from Customers
  • Identify and develop utilities and procedures for reproducing and evaluating performance, availability and reliability of applications
  • Work with product development, product management, and support teams to design and refine processes, procedures, and delivery mechanisms
  • Support customers with product deployment / upgrade issues
  • Write Technical Articles and make contributions to blogs, knowledgebase, etc.


  • BS/BA or equivalent work background plus 5 - 7 years of experience in IT and/or data center operation, distributed enterprise software environment or equivalent
  • Experience with Microsoft Server, SQL Server and System Center a strong asset

Experience with IBM Tivoli IT Asset Management an asset

  • Experience as front line Customer Service / Field Engineering support.

Previous application development experience a plus

  • Understanding of or working experience with IT Asset management and processes a plus
  • 3+ years of project delivery of enterprise software deployments
  • Strong investigation and problem-solving skills, takes ownership, follows issues through to completion
  • Strong customer facing focus and excellent written and spoken communication skills
  • Possesses a “do whatever it takes” attitude toward getting the job done, putting forth the time and effort to accomplish goals
  • Ability to handle multiple complex projects simultaneously and work under deadlines
  • Ability to work comfortably with minimal supervision, take responsibility, deal with ill-defined problems
  • Excellent interpersonal skills, is a proficient problem solver, has the ability to acquire new skills quickly, and thrive in a collaborative team environment

Competitive salary and benefits