Client Services Technician I

Location: Toronto, ON, CA Vancouver, BC, CA, V6B 3K9 Req ID: 49799 Jobs by Category: Technology Solutions Job Function: Technology Status: Full Time Schedule: Regular

Description

Be a part of a transformational journey with innovative talent and leading edge technologies.

Our team and what we’ll accomplish together

Join our new division, where we are transforming how businesses approach technology. This entry-level role offers you the chance to be part of a dynamic, rapidly evolving field—working alongside a passionate team committed to innovation, growth, and excellence. We shape the future of IT services, supporting small and medium businesses with cutting-edge solutions. Kickstart your career where your potential is unlimited.

What you’ll do

• Triage and dispatch incoming support requests from clients, ensuring each issue is routed to the right technical resource and tracked through to resolution. Your work directly impacts client satisfaction and service efficiency
• Monitor and manage open support tickets, coordinating with technical staff to facilitate escalations and adjust priorities. You'll help keep the team focused on the most urgent needs, ensuring clients receive timely and effective solutions
• Communicate with clients throughout the support process, providing clear updates on the status of their requests. You'll help clients feel supported and valued, ensuring their needs are met and that they are fully satisfied with the outcome
• Collaborate with Client Services Managers to address service-related concerns, fostering strong relationships between our internal teams and clients. Your proactive approach will ensure we maintain a high level of service excellence.
• Review and refine open ticket queues alongside the technical team to ensure no issues go unresolved. You'll help streamline workflows and ensure continuous progress toward resolution
• Document service requests thoroughly in our problem tracking system, ensuring all details, time entries, and solutions are accurately logged. You'll help create a knowledge base that empowers the entire team to resolve issues more efficiently
• Provide Tier 1 technical support, working directly with clients to troubleshoot and resolve their issues. By diagnosing problems and researching solutions, you'll be a key player in delivering direct assistance to users, ensuring minimal disruption to their business
• Guide users through technical difficulties by offering training and advice, helping them become more confident in their tech use. You'll not only solve their problems but also empower them to prevent future ones

Qualifications

What you bring

Technical Skills:

• Microsoft Windows Server, Exchange Server, SQL Server, Remote Desktop Services, Active Directory, Azure, AVD, Microsoft 365/Entra
• Familiarity with ITIL framework
• A+ knowledge/certification or better
• Virtualization concepts

Personal Attributes:

• Adaptability: Adjust schedule and priorities in a fast-paced work environment
• Attention to detail: Correctly document tickets and ensure all information is up to date
• Integrity: Demonstrate sound judgment when making decisions and solving problems
• Professionalism: Provide outstanding customer service with a positive attitude, on phone
• Time management: Work calmly under pressure, set priorities, and complete tasks efficiently
• Organization: Effectively track and manage responsibilities

Great-to-haves

• 1-2 years related experience (recent graduates with service desk/end user support experience will be considered)
• PSA (Ticketing system) software experience
• Familiarity with Microsoft operating systems
• Labtech, or other RMM (Remote Monitoring and Management) system

Salary Range: $52,000-$78,000 Performance Bonus or Sales Incentive Plan: 0%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.