Advanced Technical Support Specialist – Based in the GTA
Job Details
Job Description
Reports To – Service Manager
Key Focus: Leadership & Development, Technical Resolution, Customer Service, Training and Quality Assurance
Summary
The Advanced Technical Support Specialist is primarily responsible for resolving tier 2 and 3 technical support issues for Design Electronics clients. This role performs ticket management and resolution through an advanced ERP system. The Advanced Technical Support Specialist provides remote support, troubleshooting, on-site service and maintenance according to industry best practices, to resolve service incidents and restore the normal operations of Design Electronics clients’ technology systems.
Job Duties
- Tier 2 and 3 remote troubleshooting of service incidents
- Analyze incoming service requests to determine if a dispatch to the site is required
- Dispatch and perform on-site service when required or support other dispatched personnel remotely
- Contact clients to discuss their options for service and support
- Facilitate the Design Electronics Service Level Agreements and Support plans by monitoring systems and performing routine Preventive Maintenance as per established agreements
- Provide remote support to junior team members working on client job site to resolve operational issues.
- Create and maintain detailed service records within the service ticket
- Create service quotations.
- Perform final system programming, commissioning, and training for specific projects
- Share relevant information with the design and technical team resulting from service events, to improve quality and performance of systems.
- Participate in the DE quality assurance process, including documentation, integration, and system testing.
- Encourage the development of team members through mentorship and example.
- Work with the CTO to refine and enhance the delivery processes to support the company’s growth and enhanced customer experience.
- Provide detailed service ticket entries.
- Other duties as assigned.
Job Requirements
- Post-secondary diploma or degree in a relevant discipline
- Technical degree or certification
- A willingness to spend the extra time that is required to deliver excellence
- Commitment of continuous self development on Lutron, Control 4, Barco & CMS
- High level ability to test, troubleshoot, service & repair PC-based and audio/video equipment. Current experience as an Advanced Technical Support interfacing with junior team members and clients to resolve Operational issues
- 3-5 years previous direct experience in systems integrations, including audio/video, lighting, HVAC, networking, video monitoring, etc.
- Must possess a high attention to detail
- Possess a lift license or be willing to acquire
- Ability to lift 50 lbs.
- Must be bondable and possess a valid Ontario driver’s license
- Strong interpersonal and organizational skills
- Superb customer service, communication & self-management skills
- Previous experience with administrative ticketing functions
- Proficient using Microsoft Suite
- Ability to meet challenging deadlines
- Ability to adapt to dynamic work schedules & flexible hours
Job Benefits
Extended Health Benefits
Dental Benefits
Vision Care
Life Insurance
EAP Program
