Virtual Support Technician (Remote)

HGS Canada is seeking a full-time Virtual Support Technician.

The W@H Virtual Support Technician is responsible for the day-to-day administration, front line technical support and special project coordination efforts related to HGS Canada’s Work at Home (W@H) program as it pertains to the Information Technology department. The incumbent will be accountable for all remote end-user support issues for W@H users, including troubleshooting, assistance to users with connectivity issues, proper logging of incidents and subsequent follow-up to ensure these are resolved in a timely manner.

This position reports to the Director, IT Services.


  • Respond to requests for technical assistance via phone, or electronically.

  • Provide Tier-2 support & action Helpdesk assigned Tickets and Cases.

  • Monitor overall W@H Helpdesk ticket queue to ensure tickets are being assigned and diagnosed correctly.

  • Coordinate with the Service Desk & Service Desk Manager to ensure the IT dept’s SLAs are met around W@H.

  • Escalate issues to appropriate internal resources or departments in a timely manner and track as required.

  • Maintain and create documentation around technologies and troubleshooting guides for the W@H program.

  • Oversee and administer user accounts, including additions, deletions, and modifications.

  • Work with initial end user new hardware setups to ensure proper setup before training starts.

  • Track issues and trends, present data weekly to IT management and various IT verticals.

  • Remotely diagnose potential hardware issues and request replacements as required.

  • Ensure that users adhere to corporate IT standards policies and procedures.

  • Participate with the Information Technology Departments hardware and software ordering processes.

  • Execute and track internal Information Technology purchase orders for the W@H program.

  • Produce and create reporting per requirements of the IT Department in relation to the W@H program.

  • Provide after-hours on-call support.

  • Produce as required root cause analysis reports on outages in the W@H environment.

  • Support of our physical sites when an overflow or special projects require collaboration.


  • Technical knowledge of Windows desktop and server environment.

  • A+ certification or demonstrated equivalent work experience.

  • Experience with virtual and cloud technologies.

  • TCP/IP networking knowledge.

  • Basic understanding of Active Directory, DNS, DHCP.

  • Experience with and knowledge of call center environment and technologies.

  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

  • Excellent communication skills.

  • Superior organizational, prioritization and multitasking skills.

  • Able to work independently and as part of a team.

  • Able to work in a 24 hour a day, 365 days per year environment.

  • Satisfactory Criminal Record Check required.

Nice To Have Skills:

  • VMware Horizon Air experience.

  • VDI technologies experience, Wyse terminals.

  • Exposure to Avaya One-X and Communicator.

Location: Work from home in Canada.

Application: If you are interested in applying for this position please do so by emailing your resume and cover letter on or before January 28, 2019 to Bethany Broderick at

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

"HGS Canada is committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs through the recruitment process."

About HGS Canada

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back-office services and digital marketing solutions. By applying analytics, automation, and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency, and helps retain valuable customers.

Kilah Rolle