Who Are We?
CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.
We're a fast-moving startup on a mission to revolutionize the call centre industry using the power of AI and Large Language Models. We’re building intelligent systems to enhance customer experience, supercharge agent performance, and drive operational excellence.
Through advanced conversational AI, we build systems that understand, adapt, and evolve with every conversation. Our platform powers decision-support tools and intelligent virtual agents helping call centers deliver faster, smarter, and more human customer service—where every interaction matters.
Summary:
The IT Level 2 support acts as a senior escalation point for unresolved Level 1 tickets. This role will perform advanced troubleshooting for complex hardware, software, and network issues, manage access controls, and guide end-users through intricate technical configurations.
Core Responsibilities (include, but not limited too)
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Installing and configuring basic computer hardware operating systems and applications; replacing parts as required and perform maintenance procedures by following diagrams and written instructions to repair a fault or set up a system
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Daily IT processing as required
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Solarwinds MSP ticketing system, Solarwinds N-Central experience, or equivalent experience managing IT support tickets within a multi-site environment
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Monitoring and maintaining computer systems and networks
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Understanding of TCP/IP and networking and internet technologies
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Talking to staff through a series of actions, to help set up systems or resolve issues
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Documentation management
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Troubleshooting system and network problems and diagnosing and solving hardware or software faults
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Providing support, including procedural documentation and relevant reports
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Supporting the roll-out of new applications
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Setting up new users' accounts and profiles and dealing with password issues
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Responding within agreed time limits to call-outs
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Prioritizing and managing many open cases at one time
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Rapidly establishing a good working relationship with coworkers and other professionals, such as software developers (where applicable)
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Provide assistance in testing and evaluating new technology
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Be helpful and understanding by providing the support you would want
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Maintain a positive attitude as other daily tasks may be assigned
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Ability to provide after hours and weekend support as needed
Requirements:
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Diploma or Degree in IT or related field or equivalent working experience
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Desired: A+ Certification, Network Certifications ITIL Foundations.
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1-3 years of related work experience, or AA degree, or technical training or equivalent combination of education and experience. A+ Certification and certified/experienced with Commercial Desktops, Workstations and Notebooks Service
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Solid experience and understanding of IT services and products.
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Remote Desktop Support experience
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Data backups
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Enthusiastic about technology and willing to learn and stay on the cutting edge.
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Experience with Windows10, and Office 365
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PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS)
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Client PC connectivity - Ethernet, TCP/IP and VPN
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Strong customer service and troubleshooting skills
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Ability to explain technical terms in plain English to end users.
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Excellent critical thinking abilities and attention to detail.
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Has problem-solving and debugging expertise and abilities.
Competencies:
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Good interpersonal and customer service skills
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Technical skills with above average understanding of desktop machines and networks
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Excellent written and verbal communication skills
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Analytical skills, problem-solving abilities
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Able to work independently
