Technical Support Specialist

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.