Technical Support Representative
$57,000–$62,000 year
On-siteMississauga, Ontario, Canada
Job Summary
Provide first and second-tier technical support for hardware, software, and network-related issues including ERP systems, Windows 11, server management, and Zoom. Configure, install, and manage corporate devices such as workstations, laptops, printers, and tablets while assisting with user onboarding and offboarding processes. Manage incoming support inquiries through a helpdesk ticketing system, documenting interactions and escalating complex issues to senior representatives. Identify and diagnose software and hardware problems, guiding staff through troubleshooting steps and preparing FAQ documents for common errors. Maintain accurate records of IT assets and equipment inventory, staying updated on the latest features and IT trends through ongoing training.
Required Qualifications
- College Diploma in a related field
- Minimum of 3 years of experience providing technical support
- Experience troubleshooting issues
- Experience managing requests through a ticketing system
- Proficiency in troubleshooting and supporting common software, including Windows 11, Microsoft Office Suite, Office 365, ERP systems, and phone systems like Zoom
- Competence in user account management (Active Directory, user permissions)
- Competence in server management (basic admin tasks)
- Competence in handling system configurations
- Ability to diagnose and repair issues with workstations, laptops, printers, phones, handheld terminals, and tablets
- Ability to resolve network issues, including connectivity problems, VPN setup/troubleshooting, and phone system issues (Zoom, etc.)
- Skilled in setting up, configuring, and managing corporate devices (e.g., laptops, workstations, tablets)
- Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk) for managing and tracking support tickets, issues, and resolutions
- Strong troubleshooting skills to walk users through issues, diagnose problems, and apply solutions step-by-step
- Strong skills in documenting issues, resolutions, and user interactions in ticketing systems, and conveying solutions through email, chat, or phone support
- Ability to provide high-quality, customer-focused support
- Ability to stay calm, empathetic, and patient when dealing with frustrated or confused users
- Ability to efficiently manage the setup and removal of user accounts, devices, and access permissions
- Ability to maintain accurate and up-to-date records of IT assets, equipment, and inventory, ensuring accountability and readiness
- Ability to keep up with new features, tools, and IT trends, ensuring the team remains knowledgeable about the latest technologies and systems
- Customer service orientation with a professional demeanor
- Demonstrates collaborative work approach and ability to work
Desired Qualifications
- Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar
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