Service Support Technician

Department:Technical Support Services

Position:Service Support Technician

Location:Saskatoon, SK

Job #:SST-0619

IRD is an Intelligent Transportation Systems (ITS) company and a world leader in the highway traffic management and in-vehicle systems solutions industry, specializing in traffic data collection, weight enforcement, commercial vehicle operations, toll, and safety. Over the past 35 years, IRD has diversified both from a market and geographical perspective. IRD Systems are designed and built by a multidisciplinary, customer-focused team which fuses core IRD technology with integrated computing and communications technologies.

Our Service Support Technicians are responsible for supporting IRD systems and software products used for commercial vehicle screening systems and data collection systems. On a daily basis, this position troubleshoots hardware and software issues with remote systems via network or modem communications with our customers and staff working on-site in the Field. As a primary point of contact, you will utilize various diagnostic tools to help solve issues or problems and ensure that we provide and maintain excellent customer service. In addition to providing troubleshooting support, you can often be tasked with analyzing operational data from our sensors and systems installed worldwide.

Duties & 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
  • Maintain Confluence pages to ensure they are updated with all required information
  • Diagnose, update, and maintain the JIRA ticket and support structures within JIRA/Confluence related to the TSS department
  • Assist with the design and development of processes and improvements to the functionality of JIRA/Confluence in relation to the TSS department

Skills & Abilities:

  • 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 troubleshooting 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
  • Proficiency in Java Query Language (JQL) and usage of JIRA/Confluence software
  • Previous customer service experience an asset

Please indicate position SST-0619’in your cover letter and subject line.

IRD is an Equal Opportunity Employer.

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