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.
