Technical Support Specialist at Codentrel

Codentrel, a leader in IT, telecom, and AI-driven solutions, is seeking a skilled and customer-focused Technical Support Specialist to provide high-quality technical assistance to our clients and internal teams. This role involves troubleshooting issues, supporting hardware and software systems, and ensuring smooth technology operations.

Responsibilities

• Provide first- and second-level technical support for hardware, software, and network-related issues
• Respond to technical inquiries via phone, email, remote access tools, and in-person
• Diagnose, troubleshoot, and resolve IT and telecom-related problems efficiently
• Assist with installation, configuration, and maintenance of systems, devices, and applications
• Log and track all support requests in the ticketing system, ensuring timely resolution
• Escalate unresolved issues to higher-level support or vendors when necessary
• Maintain detailed technical documentation for systems, configurations, and procedures
• Provide training and guidance to users on hardware, software, and system best practices
• Stay updated on emerging technologies, updates, and patches relevant to company systems

Requirements

Education & Experience:

• College diploma or university degree in Information Technology, Computer Science, or a related field
• Minimum 2–3 years of technical support or helpdesk experience

Technical Skills & Knowledge

• Strong knowledge of Windows OS, Microsoft Office Suite, Active Directory, and Exchange Server
• Experience with networking fundamentals (LAN/WAN, TCP/IP, VPN)
• Familiarity with mobile device support (Android, iOS) and remote support tools
• Understanding of ticketing systems (ServiceNow, Zendesk, or similar)
• Knowledge of telecom systems and VoIP technologies is an asset

Soft Skills

• Excellent troubleshooting and problem-solving skills
• Strong customer service orientation with a professional demeanor
• Effective written and verbal communication skills
• Ability to work independently and collaboratively
• Strong time management and organizational abilities

Work Conditions

• Standard hours: 8:00 AM – 5:00 PM, Monday to Friday
• Occasional evening, weekend, or after-hours support based on business needs
• May require travel to client sites for on-site support