Technical Support Representative
Location: Toronto, Canada
Role Type: Permanent, Full-time
As a Technical Support Representative, you’ll be responsible for delivering exceptional technical product support to our customers. You’ll play a key role in diagnosing, troubleshooting, and resolving product issues, while acting as a strong advocate for the customer within ICT. This role is ideal for someone who enjoys problem-solving, collaborating with technical teams, and providing high-quality customer support.
What You’ll Be Doing
- Provide timely and effective customer support via ICT’s online ticketing system
- Deliver scheduled phone support to customers, including on-call support as required
- Test and replicate product issues to help define and resolve support cases
- Take ownership of specific technical issues and projects through to resolution, with team support where needed
- Act as a customer advocate by communicating product feedback, feature requests, and improvements to internal teams
- Support and contribute to the client knowledge base, ensuring key product information is accessible and up to date
- Adhere to ICT’s health and safety procedures, including identifying and reporting hazards
- Carry out other reasonable duties related to the Technical Support Representative role
What You’ll Bring
- Excellent written and verbal communication skills
- A positive, professional, and flexible attitude
- Strong attention to detail and a commitment to high-quality work
- A self-starter mindset, with pride in ownership and accountability
- Ability to work well both independently and as part of a team
- Motivation, reliability, and the ability to meet deadlines in a fast-paced environment
- A passion for living the ICT Values – Kaitiakitanga, Innovation, Passion & Respect
Nice to Have
- Previous experience in a technical support or customer-facing technical role
- Experience working with ticketing systems and remote customer support
- An interest in security technology, electronics, or software-based products
- Familiarity with documenting solutions or contributing to knowledge bases
- Experience diagnosing electronics an asset
- Experience with Windows and Linux systems an asset
If you’re passionate about technology, enjoy helping customers succeed, and want to be part of a collaborative and innovative organization, we’d love to hear from you.
Only applicants with the right to work permanently in Canada will be considered for this position. Successful applicants will be required to consent to police/criminal record checks.
If you believe you fulfil the requirements above, please send your CV and covering letter describing the key attributes you would bring to this role to: hr@ict.co
