Technical Support Specialist - 1 year contract

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.