About the Company
TELUS is a dynamic, world-leading communications and information technology company with a passionate commitment to making the future a little friendlier. We harness our technology to create a better tomorrow for our customers and communities. Join a team where your contributions are valued and your growth is supported.
Job Description
Are you a seasoned Technical Support Engineer with a passion for problem-solving and a deep understanding of complex IT environments? TELUS is seeking a highly skilled and motivated individual to join our team as a Technical Support Engineer (Tier 3). In this critical role, you will be responsible for resolving advanced technical issues, performing root cause analysis, and collaborating with our engineering teams to ensure optimal system performance and customer satisfaction. This position offers sponsorship support for qualified international candidates looking to establish their career in Canada.
Key Responsibilities
- Provide expert-level (Tier 3) technical support for complex hardware, software, and network issues.
- Perform root cause analysis for critical incidents and implement long-term solutions to prevent recurrence.
- Collaborate closely with engineering, product development, and quality assurance teams to resolve product defects and improve serviceability.
- Develop and maintain comprehensive technical documentation, including troubleshooting guides, knowledge base articles, and best practices.
- Mentor and provide technical guidance to Tier 1 and Tier 2 support teams.
- Participate in an on-call rotation to provide support for high-priority incidents outside of regular business hours.
- Manage customer expectations and communicate effectively throughout the resolution process.
- Contribute to the continuous improvement of support processes and tools.
Required Skills
- Minimum of 5 years of experience in a Tier 3 technical support role or similar advanced troubleshooting position.
- Expertise in troubleshooting and administering Linux and Windows Server operating systems.
- Strong knowledge of networking concepts, including TCP/IP, DNS, firewalls, routing, and VPNs.
- Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
- Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting.
- Demonstrated ability to perform root cause analysis and implement effective solutions for complex technical problems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Strong problem-solving skills and attention to detail.
Preferred Qualifications
- Relevant industry certifications (e.g., CCNP, MCSE, AWS Certified Solutions Architect, RHCE).
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Familiarity with containerization technologies (Docker, Kubernetes).
- Knowledge of database systems (SQL, NoSQL).
- Bachelor's degree in Computer Science, Information Technology, or a related field.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Competitive retirement savings plan with company matching.
- Professional development opportunities and training programs.
- Relocation assistance and visa sponsorship support for eligible candidates.
- Employee assistance program for personal and professional support.
- Modern office environment with collaborative workspaces.
- Opportunities for career growth within a leading telecommunications company.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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