Technical Support Specialist - 1 year contract

Responsibilities

The Technical Support Specialist will field and resolve incoming technical requests from clients while maintaining documentation in a centralized ITSM tool. They are responsible for monitoring application infrastructure, managing IT alerts, and performing technical escalations as needed.

Requirements

Candidates must have 1 to 3+ years of experience in a technical support environment and a post-secondary degree in Computer Science or a related field. Strong troubleshooting skills and familiarity with ITIL-aligned incident management practices are required.

Skills

• Technical support
• Troubleshooting
• ITSM tools
• SQL
• APIs
• REST
• JSON
• Authentication systems
• Cloud hosted environments
• Google Cloud
• HL7
• FHIR
• SaaS
• Incident management
• Problem management
• Change management

Benefits

• Mentorship opportunities
• Professional development days
• Flexible work environment

About this role

The Company 

At Think Research, we use evidence-based digital health technology to make it
easier for clinicians to deliver better care. Our solutions support clinical
decision-making and improve patient outcomes across healthcare settings. If
you’re passionate about improving patient care through technology, we’d love to
hear from you.

Why Us?

*  It's not every day that you have the chance to change the way your friends
and family are cared for - Make an impact!
*  Be a part of the digital disruption happening in healthcare and do
challenging, meaningful work 
*  We’re growing, and so will you with leaders who will support your
development through mentorship and other opportunities
*  Collaborative, creative, dynamic and flexible work environment, with a
start-up spirit

The Role 

We are seeking a bright, detail oriented, and highly motivated individual to
join our Technical Services team as a Technical Support Specialist. This is a 1
year contract opportunity with the possibility to extend. This is a fully remote
Canadian position however, preference will be given to candidates located in the
GTA.

You Will Have The Opportunity To: 

*  Field incoming technical support requests from client via both telephone,
email, self-service, web and resolve issues in a timely manner
*  Review documents, workflow and plans for support with customers/vendors
*  Update and maintain documents within a structured knowledge base
*  Coordinate monitoring and tracking of issues and resolutions in our
centralized ITSM support tool.
*  Conduct configuration changes in client platform instances
*  Troubleshoot and resolve issues in regards to interface and information
exchanges
*  Provide status updates and reports on current state of issues
*  Manage and action all the IT alerts on time
*  Able to monitor and diagnose application and infrastructure programs
*  Perform timely technical and management escalations for outstanding issues
and service requests.
*  Able to work on IT related projects and roll-outs
*  Work shifts (24/7) and be available for rotating off-hours and on-call
duties
*  Ensure the KPI targets are met on every month
*  Learn something new using PD days and apply the knowledge at work.

What You Will Bring

* 1 to 3+ years experience in Technical Support environment

* Post secondary degree in Computer Science or a related field

* Strong troubleshooting skills with the ability to investigate issues across
application infrastructure and integration layers.

* Excellent written and verbal communication skills, including the ability to
translate technical findings into clear, client facing explanations.

* Familiarity with ITIL-aligned incident, problem and change management
practices (ITIL Foundation certification is an asset)

* Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and
processes.

* Experience with some of the following technologies is an asset:
- Basis SQL querying and data troubleshooting
- APIs and integrations (REST/JSON
- Authentication and identify systems (e.g. ADFS, SSO, OAuth)
- Cloud hosted environments (e.g. Google Cloud)
- Application or infrastructure monitoring tools used in a support
environment
- Healthcare interoperability standards such as HL7 v2 and/or FHIR
- Experience supporting SaaS solutions is an asset
- Proven ability to manage multiple priorities in a fun, fast-paced team
environment while at the same time maintaining a professional relationship
with our clients.

This is a full-time, fixed-term 1-year contract, fully remote position, with an
expected salary range of $53,000–$58,000 CAD annually, depending on experience
and qualifications. Think Research does not require Canadian work experience for
this role.

Think Research may use artificial intelligence–enabled tools to support certain
administrative aspects of the recruitment process, such as transcribing or
summarizing interviews and meetings. AI tools are not used to screen, assess, or
make decisions about candidates. All hiring decisions are made by our team.

Think Research and all subsidiaries are proud to be an equal opportunity
employer and is committed to creating a diverse and inclusive workplace, free of
discrimination and harassment. We provide equal employment opportunities (EEO)
to all employees and applicants regardless of race, colour, religion, gender,
gender identity or expression, sexual orientation, national origin, genetics,
disability, age, or veteran status.

We are committed to providing accommodations for people with disabilities.
Should you require an accommodation, we would like to work with you to meet your
needs.

About Think Research Corporation

Hospitals and Health Care · 51-200 employees · headquartered in Toronto, Ontario · founded 2006