Technical Support Specialist

Department: Engineering

Receives Direction From: Technical Support Supervisor

Job Purpose:

The Technical Support position is responsible for providing frontline technical support to customers and IRD staff.

Responsibilities May Include:

  • Answering technical support questions related to IRD software and hardware products
  • Remote troubleshooting of hardware and software problems via network or modem
  • Initiating higher level support requests
  • Initiating quotations for equipment repair
  • Initiating site visits by field representatives if required
  • Following up with customers on service related concerns to ensure customer satisfaction
  • Occasionally, as needed, travel to IRD customer sites to assist with installation, calibration, acceptance testing or training.
  • Continually learn and receive training on new IRD products, systems and system components in order to provide customer support while keeping technical skills up to date.
  • Participate in providing training for other staff within IRD.
  • Provide customer feedback to other departments on improvement opportunities for products and systems
  • Implement minor changes to configuration and software of deployed equipment to improve operation.
  • Assist with expediting equipment repairs for components returned for service
  • Assist with field and bench testing of products and systems
  • Utilize IRD processes and tools to track and expedite customer service issues.

Skills Required:

  • Possess good verbal and written communication skills
  • Ability to work well independently and with a team
  • Possess cooperative problem solving and logical decision making abilities
  • Possess trouble-shooting skills
  • Possess excellent customer relations skills
  • Ability to perform command line tasks on UNIX and or Linux based systems

Qualifications:

  • Working knowledge of one or more of following operating systems: Linux, Unix, Windows 95/98/NT/XP/7, DOS
  • Working knowledge of Microsoft Office.
  • A recognized certificate or Diploma in Electronics Technician/Technology  or  Information Technology
  • Previous customer service experience an asset

Please indicate position ‘E-TSS0527’ in your cover letter and subject line.

IRD is an Equal Opportunity Employer.

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