Technical Support Specialist (English/French Bilingual)

This is a fully remote position open to candidates based in Canada. Overview Anovia is seeking a Technical Support Specialist, Public Safety to join a multi-tiered team delivering first-level remote support to customers operating in mission-critical environments, including public safety and critical infrastructure. In this role, you will serve as the primary point of contact for technical incidents received by phone, email, or other communication channels. You will manage the full incident lifecycle from initial triage and documentation through escalation and resolution, while contributing to the knowledge base and collaborating with engineering and product teams to drive continuous service improvement. The ideal candidate brings at least three years of hands-on technical support experience and is comfortable working with communication networks and Windows-based environments. You are a self-starter who manages competing priorities with minimal supervision, communicates complex technical concepts clearly to diverse audiences, and takes a proactive approach to security, data accuracy, and process improvement. Experience in shift-based or extended-hours operations is a strong asset for this role. A note on background screening: This role has a mandatory requirement to obtain and maintain an enhanced RCMP CPIC background check as a condition of employment. Responsibilities Serve as the primary point of contact for customer technical incidents received by phone, email, or other channels. Triage, document, and resolve incidents using knowledge articles, and escalate unresolved issues in line with severity thresholds and SLA requirements. Manage the end-to-end incident resolution lifecycle, including root cause identification, transparent customer communication, and functional escalation where required. Create and maintain knowledge articles for problems not yet documented in the knowledge base. Track open outages and issues through to full service restoration, ensuring performance metrics are met. Identify and propose enhancements to internal workflows and support processes to drive continuous improvement. Requirements Minimum 3 years of experience in a technical support or related technical role. Experience working in a remote technical support environment. Working knowledge of communication networks and RF trunking systems. Working knowledge of Windows and Google Workspace. Understanding of Information Security theory and best practices. Strong troubleshooting, problem-solving, and analytical skills. Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences. Ability to work independently, manage multiple priorities, and meet deadlines with minimal supervision. Attention to detail and a commitment to data accuracy and security. Nice to Have Candidates with experience in any of the following areas will be given preference: Associate degree or diploma in computer science, electrical engineering technology, or a related technical field. ITIL foundation knowledge or certification. Public safety communications systems, including mobile radio technology and related products. Firewall, WAN, LAN, or router architecture. CompTIA A+, Network+, or Security+ certification. About Anovia With over 20 years of expertise in telecommunications outsourcing, Anovia is a trusted support partner to some of the world's most successful Fortune 500 and Fortune 1000 companies. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services, with over 200 professionals across the globe. At Anovia, you'll collaborate with a skilled, close-knit technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and continuous improvement. This is an opportunity to do technically challenging work that genuinely matters. To explore additional career opportunities, visit www.anovia.com/careers . Anovia is an equal opportunity employer.