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 as it pertains to electronic sensing equipment and pertinent software.

Responsibilities:

  • Support IRD systems and software products for commercial vehicle screening systems and traffic data collection systems
  • Troubleshooting hardware and software issues with remote systems via network or modem communications
  • Utilize diagnostic software tools to capture and analyze operational data from sensors and systems installed worldwide
  • Initiate higher level support requests
  • Initiate quotations for equipment repair
  • Initiate site visits by field representatives if required
  • Following up with customers on service related concerns to ensure customer satisfaction
  • 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
  • Occasionally, as needed, travel to IRD customer sites to assist with installation, calibration, acceptance testing or training

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 logical trouble-shooting skills
  • Possess excellent customer relations skills
  • Ability to perform command line tasks on UNIX and or Linux based systems
  • 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-TSS0821’ in your cover letter and subject line.

IRD is an Equal Opportunity Employer.

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