Technical Support Specialist - #187214

Hornetsecurity is a leading global Email Security & Backup solutions provider. We are looking for a Technical Support Specialist to join our team in Montréal (Quebec, H4N 2M3). This is a permanent full-time role (40 hours per week), with an immediate start date.

• You will diagnose and resolve our corporate clients‘ technical issues over the telephone, email and online chat in the areas of system configurations, product functionality and bugs/enhancements.


• You build personal customer relationships and focus on offering an awesome customer experience.


• You escalate issues to our development team and co-ordinate such issues until they are solved.


• You convey customer feedback to product development staff.


• You keep customers informed on how and when issues are resolved.


• You interact with other teams to provide comprehensive and high-quality support.


• You help in user education.


• You work in a 24/7 shift system with great planning reliability. Depending on the shift there are attractive bonuses and compensation days.

• You have excellent logical, analytical and problem-solving skills.


• You possess good customer etiquette and the ability to manage high profile customers well under pressure.


• You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat etc.


• You have a good understanding of basic networking protocols.


• You are fluent in English and French – any other language is a plus.


• You are a quick learner and self-starter.


• You have knowledge/experience with Hyper-V and/or VMware virtualization platforms.


• You have previous experience in network/system administration.


• You have a deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).


• You have knowledge/experience with Microsoft VSS.

• Free space for innovation and independent action in a fast-growing international company.


• Personal and professional development opportunities.


• Short decision paths and flat hierarchies in an open work atmosphere.


• Home-Office Option and flexible working hours.


• Additional Sick Leave & Public Holidays.


• Collective Insurance Plan.


• Way to Work Goodie.


• Be-Active Bonus – we’ll keep you healthy with an allowance to your membership in fitness and sports clubs.


• Team events and regular global update meetings.