Technical Support Representative / Information Technology Specialist / IT Technician / IT Support

Technical Support Representative / Information Technology Specialist / IT Technician / IT Support

$60,000–$150,000 a year - Full-time, Casual, Contract, Fixed term contract

Job details

Here’s how the job details align with your profile .

Pay

$60,000–$150,000 a year

Job type

Full-time

Contract

Casual

Freelance

Shift and schedule

8 hour shift

Overtime

Location

 

Pulled from the full job description

• Work from home

 

Full job description

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 businesses, small-to-medium enterprises, major corporations, non-profits and government entities. Whether clients have a small problem, a large project, or need staffing in their IT department, we can help. We provide IT field services as well as IT staffing & recruitment; and deliver fast and efficient access to our nationwide team of Technical Support Representatives (“TSRs”), as if clients had their own national IT department on stand-by. We provide services on an hourly, monthly, project, contract or placement basis; and even offer do-it-yourself (“DIY”) services for clients with their own IT staff who need guidance from time to time. Regarding our field services, remote and DIY support is available for clients anywhere in Canada; while on-site support is available in select cities. Meanwhile, our staffing & recruitment services are available for clients anywhere in Canada.

COMPENSATION SUMMARY

• $30 to $75+ per hour or $60,000 to $150,000+ per year on an independent contractor basis, depending on TSR skills (such as IT education, certifications and related work experience); and depending on client requirements (such as remote, on-site, hourly, monthly, project, contract, placement, etc.);
• Ability to transition to part-time or full-time service calls, projects, contracts or placements in the future, as demand grows for your services (i.e. $60,000 to $150,000+ per year);
• Potential to increase your compensation in the future by providing more advanced IT services that command higher pay rates from clients;
• Travel Fee of $0.70 per km in both directions for on-site field services (calculated from TSR location to client 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:

• IT Security (Cloud, Cyber, Data, Endpoint, Information & Network);
• Networks (LANs, WANs & Wireless);
• Data Management & Databases;
• Server Rooms & Data Centers;
• Managed Services;
• Firewalls & VPNs;
• Computers & Laptops (PC & Mac);
• Third-Party Software;
• Communication Systems;
• Security Systems & Internet-of-Things (IoT);
• Hardware & Peripherals;
• Tablets & Smartphones;
• Software Development;
• Web Development;
• Audio/Visual.

TSR OVERVIEW

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 or annual pay rate, work schedule, location, holidays, etc.). We are taking the opposite approach – where the TSR decides everything. You can work from home on an independent contractor basis, beginning with hourly gig work in your spare time. Choose the services & skills you’d like to provide, as well as your preferences for providing them (i.e. remote or on-site; hourly or monthly; small or large projects; short-term or long-term contracts; temporary or permanent placement; availability & work schedule; hourly or annual pay rate; preferred city; etc.). Furthermore, you can update your services, skills and preferences whenever you wish (as you obtain new certifications, gain new work experience, or fine-you’re your desired career path). As demand grows for your services & skills (and depending on your performance), you’ll have the option of transitioning to part-time or full-time service calls, projects or contracts; or a temporary or permanent placement. You will also have the option of traveling or relocating to other cities as the Company expands; and you can decide your own holiday schedule. Our Company believes that allowing TSRs to have full control over their services, skills and preferences is the best way to build a team of TSRs that LOVE what they do and are more likely to go the extra mile for clients.

NOTE TO INDPENDENT CONTRACTORS w/ CLIENTS

If you’re an independent contractor and are turning down IT projects from your clients because you don’t have the time, skills or team, we have a solution. Join our team as a TSR and you’ll never have to walk away from an IT 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 a team of TSRs to complete the project on your behalf; prepare the contract for your client; and manage the entire project from beginning to end. Even if you’re too busy to participate, you can accept the project from your client and earn a portion of the revenues. This could significantly increase your annual income for little or no additional work. Furthermore, you’ll have the ability to pursue larger projects; and you can tell your independent contractor friends that you can assemble teams for their projects as well. There are no strings attached and it will not affect your ability to continue operating as your own independent contractor outside our Company.

BUILD YOUR DREAM JOB

Becoming a TSR with IT-Specialists.ca is ideal if you already have a job, but would like to start building your dream job in your spare time. You can work from home, earn more 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; on a weekly schedule designed by YOU for work/life balance; and at a pay rate that makes YOU happy. Here are some examples of different long-term goals for different TSRs (individual goals may vary):

• TSR #1) Start with basic services for smaller commercial clients and eventually transition to more advanced IT 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. Get IT-Specialists.ca to handle the extra projects on your behalf. Get paid for the extra projects without doing any of the work;
• TSR #4) Keep your current job and park yourself on our team as a TSR. Get notified about long-term contracts or permanent placements at higher annual pay rates than you’re currently earning. Let our team of Talent Acquisition Specialists (“TAS”) do the job hunting for you. When the right opportunity comes along, transition to the new contract or placement 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 DIY services in your spare time for commercial clients across Canada (similar to a support desk). Work from home. Get paid for brief calls 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. 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, support desk or other positions) as the Company expands;
• TSR #9) You love to travel. Get notified about large projects or contracts in different cities, so that you can travel across Canada; work on exciting new opportunities; and get paid well to do it.

KEY BENEFITS

Some of the benefits you’ll enjoy as a TSR are as follows:

• Keep your current contract or 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 designed by YOU;
• Get paid more per hour/month/project/contract/year compared to industry-standard rates for similar roles;
• Ability to pursue or accept large projects or contracts from clients or friends. Significantly increase your annual income by letting IT-specialists.ca and our nationwide team of IT professionals handle those projects on your behalf;
• Unlimited opportunities to advance, grow, increase your income, 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 services, skills and opportunities that you will 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 match your criteria;
• 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 preferences to receive text notifications for client opportunities that match your criteria;
• Respond to text notifications ASAP if you’re interested in the opportunity;
• Provide your services & skills on an hourly, monthly, project, contract or placement basis according to your preferences;
• Provide remote and/or on-site services to small-to-medium businesses, small-to-medium enterprises, major corporations, non-profits and government entities;
• Provide remote services to clients across Canada and/or on-site services in your preferred city as the Company expands;
• Be interviewed by clients for larger projects or contracts and/or by the TAS team for temporary or permanent placements;
• Speak with clients regarding hourly services or smaller projects to better understand their technology issues or requirements; provide an estimate; and/or schedule the services at a mutually acceptable time;
• Perform troubleshooting through diagnostic techniques and pertinent questions to identify problems and implement solutions quickly and efficiently;
• Always have a “never give up” attitude when troubleshooting issues;
• Consult user guides, technical manuals, third-party vendors, third-party websites and/or documentation to identify problems and implement solutions;
• Determine and recommend which products or solutions best fit the clients’ needs;
• Educate clients on technical issues and solutions in an easy-to-understand manner, regardless of their level of technical expertise;
• Perform or facilitate a complete solution whenever required by the client;
• Always obtain the client’s pre-approval for any additional costs before proceeding;
• Maintain detailed records/logs in the Company’s ticketing system regarding client inquiries, their issues or requirements, estimates, appointments and services provided;
• Own and accept responsibility for client problems; and always champion client issues to resolution;
• Provide expert services in a fast and efficient manner on an hourly, monthly, project, contract or placement basis;
• Always provide exceptional customer service and ensure the client is 100% satisfied to ensure you’ll receive a 4 or 5 star client review;
• Prepare invoices and accept payments from clients (only applies to hourly services or small projects);
• Communicate with the Company and clients via email, telephone, mobile phone, video calls and/or in-person;
• Keep up to date with Company communications;
• Use your home office as your base for providing remote and/or on-site services for clients;
• For video calls with clients, always use a quiet room in your home and a professional background for the call;
• For on-site services, always arrive on time; wear proper attire; and be courteous and professional;
• For projects, contracts or placements with a daily schedule, always be punctual and stay for the allotted time;
• Maintain the highest levels of customer service to develop long-term, loyal clientele;
• Contribute to the ongoing development and refinement of our best practices and policies & procedures to elevate the client experience and enhance client satisfaction;
• Contribute to the problems & solutions log and knowledge base for use by all TSRs.

EDUCATION / CERTIFICATIONS / WORK EXPERIENCE

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

• University Degree or Diploma in a relevant field in IT (completed);
• Technical Degree or Diploma in a relevant field in IT (completed);
• College Degree or Diploma in a relevant field in IT (completed);
• Certification(s) from major vendor(s) or in relevant field(s) in IT (completed 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 role(s) in IT;
• Relevant IT work 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 Projects; Short-Term or Long-Term Contracts; Temporary or Permanent Placements; Etc.

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 under JOB DESCRIPTION (above);
• Appropriate level of post-secondary education and/or certifications for the services you’d like to provide;
• Highly skilled with 2+ years work experience related to your IT education and/or certifications;
• Exceptional customer service and a consistent ability to obtain 4 or 5 star client reviews;
• Excellent troubleshooting & problem-solving skills and the ability to discover solutions for all challenges;
• Excellent time management, organizational skills and attention to detail;
• Always prompt and punctual for scheduled phone calls and service engagements;
• Always follow the best practices, policies and procedures of the Company;
• Always 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);
• 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 provide copies of IT education and/or certifications upon request by clients;
• Ability to pass a security screening check and/or criminal background check upon request by clients.

BONUS POINTS

• 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 and/or relocate for desirable projects, contracts or placements anywhere in Canada;
• Willingness to perform other tasks or assist/coach other TSRs from time to time;
• Passionate about providing IT services & support and being the BEST at what you do;
• Willingness to go the extra mile for clients.

Are you interested in providing IT services that YOU are passionate about 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? If you’d like to join our team and take control of your career, please submit your resume.

TAGS

Information Technology Specialist, IT Support, IT Technician, AWS, Google Cloud, Microsoft, OneDrive, VMware, SharePoint, Azure, Fortinet, Palo Alto, Check Point, Meraki, Webroot, WatchGuard, Cisco, SCADA, IBM, SAP, OT, Oracle, OpenAI, ChatGPT, Cloud Security, Cyber Security, Network Security, Information Security, Data Security, Endpoint Security, Collaboration, Innovation, Database Administration, Network Operations, Network Communications, Information Technology, Disaster Recovery Planning, Mainframes, Computer Systems, Change Management, QA Testing, Hybrid Cloud, Multicloud, SaaS, IaaS, PaaS, BI, IAM, RMM, EMM, ERP, MDM, PSA, MSP, AI, 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, Mississauga, Oakville, Brampton, Vaughan, Markham, Burlington, Richmond Hill

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