Senior Solutions Engineer acting as trusted advisor to enterprise clients for TeamViewer. Partnering with sales to showcase value across DEX, remote connectivity, endpoint management, observability & automation.
MI
Hybrid Support Technician, Software Implementation
Posted 5 months ago
About the role
- Technician providing remote support for software issues for construction ERP company. Collaborating with teams for installations and customer support in a hybrid work environment.
Responsibilities
- Respond to technical inquiries from clients and ensure customer calls are handled promptly and appropriately
- Perform technical interventions (on‑premises or Cloud installations, version upgrades, performance checks, etc.) for Maestro clients in accordance with established procedures and standards
- Use a structured approach to resolve cases assigned and ensure the client is satisfied with the outcome
- Follow procedures, policies and management rules established for customer service and professional services and contribute to improving or defining new ones to enhance service delivery
- Use a ticketing system to record and track requests according to established standards
- Ensure consistent and complete documentation of requests
- Work closely with support teams to ensure calls are handled quickly
- Collaborate with other departments to share technical knowledge and follow up on incidents requiring their intervention
- Participate, as a technical expert or customer representative, in various activities (committees, meetings, training, etc.) related to Maestro's technical environment
- Keep technical support and professional services documentation up to date
- Contribute to special projects as needed
Requirements
- College diploma in computer science or another relevant discipline, or equivalent experience
- Microsoft certifications and experience administering Microsoft Windows systems
- Strong knowledge of MS SQL databases (DBA), required
- Basic networking knowledge
- Knowledge of IIS
- Familiarity with diagnostics and troubleshooting practices and principles
- Proficiency with MS Office (365), including integrations with Exchange/Outlook
- Hands-on operational maintenance experience; cloud experience is an asset
- Knowledge of design and configuration of management or financial systems is an asset
- Customer-service oriented with strong ability to explain technical concepts to non-technical users
- Collaborative and team-oriented
- Excellent communication skills in French and English (spoken and written)
- Organized, autonomous, resourceful and detail-oriented
- Available to work outside normal hours, upon request
Benefits
- Friendly, dynamic work environment
- Human-centered management that recognizes your work‑life balance needs
- Hybrid work model (4 days remote)
- Structured support for employee development
- Onboarding plan for new employees
- Regular performance management
- Skills development (conferences, training, Maestro University)
- Special projects to keep you motivated and challenged
- Competitive salary (we also comply with pay equity legislation)
- Valuable employee benefits
- Employee Assistance Program
- Telemedicine (Telus Health)
- Group insurance (most coverages effective from day 1)
- Flexible RRSP savings plan at a preferential rate with employer contribution
- Option to contribute to a TFSA
- Generous vacation program that recognizes your years of experience when joining Maestro
- 5 floating days
- Unlimited coffee and free parking at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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