IT Technical Support Agent

Job Description

Job Description

One of our large technology clients in  Scarborough is seeking 1  IT Technical Support Agents to join their team starting on a 6 month contract, with full-time conversion after 6 months. Training is provided.

In this role, you will provide first-line technical support to internal and external users by diagnosing, troubleshooting and resolving issues related to hardware, software, networking and business applications. This position is ideal for someone with strong customer service skills who enjoys problem-solving and thrives in a fast-paced, high-volume support environment with opportunities for career growth.

Key Responsibilities

• Respond to incoming customer calls and technical support requests in a professional and timely manner.
• Troubleshoot and resolve first-level technical issues or escalate more complex problems to the appropriate support team.
• Create, update and manage service tickets, ensuring accurate documentation and timely follow-up.
• Monitor the shared support inbox and respond to customer inquiries.
• Coordinate with field technicians and internal teams to ensure issues are resolved efficiently.
• Keep customers informed throughout the support process while providing exceptional customer service.
• Follow established procedures, technical documentation and escalation guidelines.
• Identify recurring issues and recommend opportunities to improve support processes.
• Collaborate with the service desk team to meet service level objectives and response times.

Qualifications

• Previous experience in technical support, help desk, service desk or a customer service/call centre environment is preferred.
• Strong customer service and communication skills.
• Experience using a ticketing system to log, track and manage support requests.
• Good troubleshooting and problem-solving skills with the ability to identify and resolve common technical issues.
• Basic knowledge of Windows operating systems, computer hardware and software.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP and basic connectivity troubleshooting.
• Experience with remote support tools is considered an asset.
• Ability to work independently, prioritize work and perform well in a fast-paced environment.
• Strong attention to detail and commitment to delivering excellent customer service.
• CompTIA A+ certification, or progress toward obtaining it, is considered an asset.

Why Join?

• Opportunity to work with a leading technology organization.
• Room for career growth and development into senior technical support, IT and implementation roles.
• Collaborative and supportive team environment.

Equal Opportunity Employer

Quality Solution Pros is an equal opportunity employer and recruitment agency. We are committed to fostering an inclusive, diverse and accessible workplace. We welcome applications from qualified candidates of all backgrounds. Accommodations are available upon request for candidates participating in all stages of the recruitment and selection process. 

Quality Solution Pros Inc. is a Canadian staffing company helping businesses access skilled talent through contract, temporary and permanent staffing solutions. We support organizations across industries including IT, healthcare administration, legal, finance, administrative, customer service and general labour.

We take a practical, relationship-focused approach to staffing by understanding each client’s needs and matching them with qualified candidates who can contribute quickly. For candidates, we provide access to current and upcoming opportunities with employers across Canada.

Company Description

Quality Solution Pros Inc. is a Canadian staffing company helping businesses access skilled talent through contract, temporary and permanent staffing solutions. We support organizations across industries including IT, healthcare administration, legal, finance, administrative, customer service and general labour.\r\n\r\nWe take a practical, relationship-focused approach to staffing by understanding each client’s needs and matching them with qualified candidates who can contribute quickly. For candidates, we provide access to current and upcoming opportunities with employers across Canada.