Based in Mississauga TCP Network Services is one of the Toronto's leading wireless networking, data capture and cyber security experts. With over 15 years of experience within a range of core industry verticals, our best-in-breed solutions and partnerships with the industry's leading manufacturers and distributors help our customers to harness the latest wireless network and mobile computing technologies for maximum business growth.
We provide end-to-end solutions, encompassing site surveys, network design, installation, commissioning, and integration, cyber security solutions and bespoke network support services. Networks do not stop at the front door and for that reason TCP Network Services solutions are built with both indoor and outdoor connectivity in mind. It is our mission to deliver these services from a customer-centric foundation, working closely with our clients to better understand their long-term business goals and to build solutions which act as the cornerstone to their strategic objectives.
We're hiring a L1 Consultant to join our team.
Overview
The role of an L1 Consultant involves providing first-level technical support, addressing customer issues, and ensuring their satisfaction with IT services. This position serves as the frontline resource, delivering timely resolutions to common IT problems while maintaining strong customer relationships. The L1 Consultant will handle inquiries through multiple channels, document technical issues, and escalate complex cases to senior levels as needed. This role is essential to TCP Network Services' commitment to delivering exceptional customer service and maintaining our reputation as a leading provider of wireless networking and IT support solutions.
Job Duties and Responsibilities:
1. Technical Support & Solutions
- Respond promptly to customer inquiries via calls, emails, or tickets, providing solutions to technical issues
- Offer quick resolutions for common IT problems, escalating more complex cases to senior levels (L2/L3)
- Provide clear and effective solutions while keeping the customer informed during the resolution process
2. Troubleshooting & Problem-Solving
- Use a methodical approach to deep-dive into technical problems, identifying root causes and providing effective solutions
- Engage with customers to gather all necessary information and ensure that solutions are tailored to their specific technical needs
3. Customer Engagement & Relationship Management
- Build and maintain positive relationships with customers by providing consistent, friendly, and effective support
- Ensure that all interactions are conducted professionally, with clear communication and understanding of customer requirements
- Actively listen to customer concerns and offer proactive solutions to enhance satisfaction
4. Documentation & Knowledge Management
- Regularly update and maintain internal knowledge base articles to ensure all solutions and troubleshooting steps are current and accurate
- Document technical issues, resolutions, and customer feedback to improve overall support processes
- Document resolutions for recurring technical issues to improve team efficiency and knowledge sharing
5. Continuous Learning & Professional Development
- Stay up-to-date with the latest industry developments and technologies by obtaining relevant certifications
- Actively seek opportunities to upgrade your skills and knowledge, staying informed about new products and services
- Complete required training courses to stay current with the company's technologies and support strategies
- Apply industry best practices in every solution you provide, ensuring consistency, reliability, and efficiency
Job Requirements
- Ability to perform rotational shifts (morning, afternoon, overnight and weekends)
- Ability to perform after hour on call support if needed
- Ability to work on multiple projects at the same time
- Able to work with little or no supervision
- Strong command of English language, both oral and written (English and / or French Bi-Lingual is an asset)
- Look for opportunities to improve our business and elevate customer service experience. Provide feedback to leadership teams on areas of improvement.
- Provide backup coverage for other members as needed
Technical Knowledge
- Foundational knowledge of networking concepts (TCP/IP, DNS, DHCP) and Wi-Fi protocols (802.11 standards, troubleshooting connectivity issues)
- Familiarity with web technologies including HTML, CSS, and basic scripting (PHP or Python) for log analysis or simple automation tasks
Preferred Qualifications
- Industry certifications such as CompTIA A+, Network+
- Familiarity with ITIL practices or service desk workflow
Working Conditions
Environment:
- Office-based position in Mississauga (not hybrid - in-office attendance required)
- Onsite client visits required as needed
- Attendance at company events and customer meetings as needed
Job Types: This is a permanent role
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
Ability to commute/relocate:
- Mississauga, ON: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
Job Types: Full-time, Part-time, Permanent
Pay: From $38,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
Ability to commute/relocate:
- Mississauga, ON: reliably commute or plan to relocate before starting work (preferred)
Language:
Work Location: In person
