About Company
Telus Communications is a leading Canadian telecommunications company. As part of the broader TELUS family, we are dedicated to connecting people and businesses across Canada and beyond through innovative technology and exceptional customer service. While our roots are firmly in Canada, we leverage global talent and embrace flexible work models to build diverse and dynamic teams. Our mission is to put customers first, driving innovation that improves lives and businesses. We believe in empowering our team members with the tools and support they need to thrive, fostering a culture of collaboration, respect, and continuous learning. Joining Telus means becoming part of an organization committed to making a difference through our advanced networks, digital solutions, and community involvement.
Job Description
We are seeking a highly motivated and customer-focused IT Support Specialist to join our remote team at Telus Communications. In this ‘Work From Home’ role, you will be the first point of contact for our internal and external users, providing essential technical assistance and support related to computer systems, hardware, and software. This is an incredible opportunity to contribute to a leading telecommunications company from the comfort of your home office, while being an integral part of our dynamic IT operations. Your primary goal will be to resolve technical issues efficiently, ensuring minimal disruption to services and maintaining high levels of user satisfaction. You will troubleshoot a wide range of issues, from network connectivity and application errors to hardware malfunctions, guiding users through problem-solving steps or escalating complex cases to specialized teams. Success in this role requires a blend of technical expertise, excellent communication skills, and a proactive approach to problem-solving in a fast-paced, remote environment. You will play a critical role in maintaining the smooth operation of our technology infrastructure, directly impacting our ability to deliver world-class service. This position demands a self-starter who is comfortable working autonomously, yet also thrives in a collaborative team setting where knowledge sharing and mutual support are key. We are committed to your professional growth and will provide ongoing training and development opportunities to help you expand your skill set and advance your career within Telus Communications.
Key Responsibilities
- Provide first-level technical support and troubleshooting for hardware, software, network, and application issues via phone, email, and chat.
- Diagnose and resolve technical issues quickly and effectively, guiding users through step-by-step solutions.
- Escalate complex or unresolved issues to the appropriate IT teams or specialists, ensuring timely resolution.
- Document all support interactions, resolutions, and relevant details accurately in the ticketing system.
- Assist with user account management, including password resets and access provisioning.
- Educate users on best practices for system usage and security protocols.
- Participate in ongoing training and professional development to stay current with technology and Telus systems.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Adhere to company policies and procedures, including security and data privacy standards.
- Collaborate with other IT teams to identify trends, recurring issues, and opportunities for system improvements.
Required Skills
- Proficiency in Windows and macOS operating systems
- Strong understanding of common office software (e.g., Microsoft Office 365, Google Workspace)
- Experience with remote desktop support tools and incident management systems (e.g., ServiceNow, Zendesk)
- Excellent verbal and written communication skills
- Proven problem-solving and analytical abilities
- Ability to work independently and manage time effectively in a remote setting
- Basic knowledge of network fundamentals (TCP/IP, DNS, VPN)
- Customer service orientation with a patient and empathetic approach
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification
- Experience supporting telecommunications-specific software or hardware
- Familiarity with VoIP systems and unified communications platforms
- Previous experience in a remote IT support role
Perks & Benefits
- Competitive salary and performance bonuses
- Comprehensive health, dental, and vision insurance
- Paid time off (vacation, sick leave, holidays)
- 401(k) matching program
- Company-provided equipment for your home office (laptop, monitor, headset)
- Internet stipend
- Professional development and training opportunities
- Employee assistance program (EAP)
- Opportunities for career advancement within a global company
- Inclusive and supportive remote work culture
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant experience and skills. We look forward to reviewing your application!