Technical Support Specialist

Job summary

Provide onsite and remote end-user support for computers, software, peripherals, networking, and production-floor technology, responding to tickets, calls, emails, and walk-up requests. Document incidents and equipment changes, manage user access and IT assets, and prioritize production-impacting issues in coordination with operations staff.

Job details

Technical Support Specialist-Georgetown– White Owl Group Location:42 Armstrong Avenue, Georgetown, Ontario Position Type: Permanent Full-Time Reporting To: Service Desk Manager Start Date: Immediate Hours: Monday to Friday, 8:00am to 4:00pm Summary: The Technical Support Specialist provides onsite and remote technical support for end-user hardware, software, workstations, and networking issues. The position provides customer-focused support through tickets, calls, emails, and walk-up requests while documenting issues, repairs, and equipment changes. This is a fully on-site role based at our Georgetown location at Olon Industries, an active manufacturing facility. The successful candidate will provide hands-on support to users in both office areas and on the production floor and must be comfortable working in a manufacturing environment. Responsibilities: In the position of Technical Support Specialist, your responsibilities will include but are not limited to: Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase. Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Collaborate with other technician’s/network administrator to ensure efficient operation of the company’s desktop computing environment. Be able to work efficiently in a ticket and customer service-based environment, delivering prompt service based on level of business urgency. Where required, administer and resolve issues with associated end-user workstation networking and software products. Receive and respond to incoming calls, service desk tickets, e-mails, and walk-up requests regarding computer and network problems. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Support plant-floor technology, including barcode scanners, label printers, rugged tablets, shop-floor kiosks, and production-line PCs. Prioritize issues affecting production to minimize downtime, working closely with operations staff on the manufacturing floor. Manage user onboarding and offboarding, including account setup, equipment provisioning, and access removal. Maintain an accurate inventory of IT assets and support printers and mobile devices. Participate in afterhours on call rotation Competencies & Qualifications: University degree or College diploma in the field of computer science and 2 years equivalent work experience in a related field. Certification in A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, ITIL Foundation, or equivalent would be an asset. Knowledge of Windows Operating Systems & PC Applications including MS Office Suite. Knowledge of Computer Hardware Systems and Peripherals. Experience working with Microsoft Navision. Working knowledge of the Internet & Internet technological/industry trends. Hands-on hardware troubleshooting experience. Prior experience working in a ticket-based service environment is considered a major asset. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides. Ability to conduct research into PC issues and products as required. Effective interpersonal skills and relationship-building skills. Ability to present ideas in user-friendly language. Analytical and problem-solving abilities, with keen attention to detail. Experience working in a team-oriented, collaborative environment. Able to work fully on-site in a manufacturing environment, following site health and safety requirements (including PPE where required). Able to participate in on call rotation Manual dexterity to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals. Driver’s license, reliable vehicle and ability to travel within Canada and the US as needed.

What you’ll do

Provide onsite and remote end-user support for computers, software, peripherals, networking, and production-floor technology, responding to tickets, calls, emails, and walk-up requests. Document incidents and equipment changes, manage user access and IT assets, and prioritize production-impacting issues in coordination with operations staff.

Requirements

Requires a university degree or college diploma in computer science and two years of equivalent related experience; relevant certifications and ticket-based support experience are assets. Candidates should have Windows, Microsoft Office, hardware, and networking knowledge, strong customer-service and troubleshooting skills, and be able to work onsite in a manufacturing environment, participate in on-call rotation, and travel as needed.

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Microsoft Office · Preferred
• Team Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Desktop Support
• Hardware Troubleshooting
• Windows Operating Systems
• Microsoft Office
• Networking
• Ticket-Based Support
• Customer Service
• Microsoft Navision
• Workstation Configuration
• IT Asset Inventory
• User Onboarding and Offboarding
• Production-Floor Technology
• Problem-Solving
• Technical Documentation
• Team Collaboration
• Health and Safety Compliance

Job areas

• Technology
• Customer Service & Support
• Manufacturing

More jobs from White Owl Family Office Group