Technical Support Representative (Tier 2)

Who we are

Pelesys Learning Systems is a training solutions provider to airlines and airline training organizations since 1997.  We cultivate an innovative, team based culture at Pelesys and are looking for fun, enthusiastic people to join our friendly office environment.


Summary of the position

The tier 2 Technical Support Representative understands and practices excellent customer service. This is a full-time position that reports to the Technical Support Manager. This individual provides technical support to clients and works closely with systems development team. This individual is responsible for installations, migrations, deployment and maintenance.


What you’ll be doing

  • Provide quality and timely technical support to end users and clients’ system administrators
  • Troubleshoot and escalate client issues via email, phone and ticketing system
  • Take part in web application hosting operation, including software installations, backup schedules, migrations, deployment and maintenance
  • Collaborate with corporate clients to implement systems from scratch, which involves efforts in needs analysis, change management, training, collecting feedback, data mapping and migration
  • Add and maintain documentation for existing software solutions
  • Gather client feedback and provide feedback to internal stakeholders
  • Maintain strong support relationships with clients
  • Other related duties as required


What you’ll bring

  • Bachelor’s degree in Business or Technology or 3-5 years of relevant experience
  • Strong troubleshooting skills and working knowledge
  • Familiar with Windows Server (IIS), SQL Server and .NET Web Application Hosting, Proxy and Firewall, Server Virtualization
  • Strong knowledge of HTML/CSS, JavaScript, ASP.NET/C#, SQL Language, Flash, RESTful web services
  • Excellent written and verbal communication skills, particularly in active listening with proactive communication skills
  • Customer-service oriented
  • Good presentation skills would be considered an asset
  • Effective problem solving and conflict resolution skills
  • Ability to multitask, prioritize and work independently
  • Enthusiastic, team player


Why we’re awesome

  • Flexible work hours
  • Friendly and collaborative work environment
  • Monthly fun and interactive team events
  • Opportunities for professional learning, growth, and career advancement
  • Pet-friendly office


If you are interested in this position, please send your application to We appreciate all applications, however, only short-listed candidates will be contacted. No phone calls please. Thank you.

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