Service Support Technician

Position: Service Support Technician

Department: Technical Support Services

Location: IRD Corporate Office 702-43rd Street East Saskatoon, SK

Who we are

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 39 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.

Being a team member of IRD

Join our growing team!! For members of our talented team, IRD offers a comprehensive benefits package with employer-paid premiums, RSP matching, an ongoing commitment to training and monthly team building events organized by our wellness committee.

What does it mean to be a Service Support Technician for IRD?

A Service Support Technician is responsible for providing frontline technical support to customers and IRD staff as it pertains to electronic sensing equipment and pertinent software. 

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

What do we look for?

  • 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

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

 

IRD is an Equal Opportunity Employer.

Please indicate position ‘TSS-SST1119’in your cover letter and subject line.

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