Associate Technical Support Consultant

Job Title: Associate Technical Support Consultant
Experience: Fresher / 0–1 year
Location: Remote
Employment Type: Full-Time
Department: Technical Support / Customer Support

Job Summary

We are looking for a motivated and technically inclined Associate Technical Support Consultant to join our Technical Support team. This is an entry-level opportunity for a fresher who is passionate about technology, problem-solving, and helping customers.

The successful candidate will receive training on our enterprise healthcare software products and support processes and will work closely with experienced consultants to troubleshoot and resolve customer issues.

The role provides an opportunity to develop expertise in enterprise applications, databases, interfaces, application troubleshooting, incident management, and healthcare IT systems.

Key Responsibilities

• Provide first-level technical support to customers using enterprise healthcare software applications.

• Investigate, troubleshoot, and resolve application and technical issues reported through ServiceNow or other ticketing systems.

• Analyse reported problems by gathering relevant information, reviewing logs, identifying error messages, and following established troubleshooting procedures.

• Follow documented Standard Operating Procedures (SOPs), Knowledge Articles, and troubleshooting guides to resolve common issues.

• Perform basic application configuration, validation, and troubleshooting activities under the guidance of senior team members.

• Collaborate with senior technical consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.

• Maintain accurate and detailed case documentation, including troubleshooting steps, findings, resolution, and customer communication.

• Meet defined SLA, productivity, quality, and customer satisfaction expectations.

• Participate in knowledge-transfer sessions and continuously build knowledge of supported products.

• Identify recurring issues and contribute ideas for improving knowledge articles, SOPs, automation, and support processes.

• Use available tools, documentation, and AI-assisted troubleshooting capabilities responsibly to improve investigation efficiency and resolution quality.

• Communicate clearly and professionally with customers and internal teams through email, chat, and support calls.

• Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.

• Escalate critical or high-impact issues promptly and ensure appropriate follow-up until resolution.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.

• Fresh graduates with strong technical aptitude are encouraged to apply.

• Basic understanding of:

• Operating systems, particularly Windows

• Networking fundamentals

• Databases and SQL concepts

• Application troubleshooting

• Software development/support concepts

• Good analytical and problem-solving skills.

• Strong written and verbal communication skills.

• Flexible to work in rotational shift timings with certain weekend on call.

Preferred / Good-to-Have Skills

These are not mandatory for freshers, but candidates with exposure to any of the following would be preferred:

• Basic SQL / database querying

• Windows Server fundamentals

• Networking concepts such as TCP/IP, DNS, ports, and connectivity

• ServiceNow or similar ITSM tools

• ITIL fundamentals

• Healthcare IT / EMR / EHR concepts

• Basic scripting such as PowerShell, Python, or batch scripting

• Exposure to AI tools used for troubleshooting or technical support

Abous Us

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries.

We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work.

Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Equal Oppurtunity

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster

EO 13496: Notification of Employee Rights under Federal Labor Laws

Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.