Technical Support Engineer

4 weeks ago

Concord, Ontario, Canada Systematix Full time

We are Systematix and we are currently looking for a highly skilled and customer-focused Technical Support Engineer to support a key client project.

ABOUT THE PROJECT

Our client is seeking a Technical Support Engineer with a strong background in wireless troubleshooting, desktop troubleshooting, and a commitment to delivering exceptional customer service. This role involves working directly with senior technical teams within the IT department and business users to assist in diagnosing and resolving critical technical issues, providing timely and effective solutions, and ensuring a high level of customer satisfaction. Collaboration with multiple teams will be required.

Our client is currently facing significant performance issues with Windows laptops, particularly related to wireless performance. The successful candidate will act as a key problem-solver, owning and addressing these issues, consulting with internal technical teams as necessary, and ensuring all problems are resolved to completion. This includes interfacing regularly with senior management and VIP users, making exceptional customer service and follow-through essential for this role.

ABOUT THE RESPONSIBILITIES

Technical Support Engineer

Key responsibilities include:

Wireless Troubleshooting :

  1. Diagnose and resolve wireless connectivity and performance issues for various devices and networks.
  2. Work directly with client systems (desktop) and network teams to resolve issues and improve the customer experience.

Desktop Troubleshooting :

  1. Provide technical support for desktop hardware and software issues.
  2. Troubleshoot advanced operating system problems, application errors, and hardware malfunctions.
  3. Identify and address issues causing performance problems in Windows laptops and desktop environments.

Problem Ownership and Resolution :

  1. Own and tackle technical problems, consulting with internal teams as necessary to ensure complete resolution.
  2. Interface regularly with senior management and VIP users, ensuring exceptional customer service and follow-through.
  3. Act as the go-to expert for critical issues at key sites or with VIP users, taking full responsibility for resolution.

Customer Service Excellence :

  1. Deliver exceptional customer service by actively listening to internal customers and addressing their concerns.
  2. Communicate technical information clearly and effectively to both technical and non-technical users.
  3. Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided.

Documentation and Reporting :

  1. Document all support activities, including troubleshooting steps and resolutions, in the ticketing system.
  2. Generate reports on common issues and trends to improve support processes.
  3. Create and update knowledge base articles to assist customers and team members.

Collaboration and Training :

  1. Work closely with other technical support team members to share knowledge and best practices.
  2. Provide training and guidance to junior support staff as needed.
  3. Collaborate with other departments to resolve complex technical issues.

ABOUT THE ROLE

This is a 6-month contract role based in Concord, Ontario, with occasional travel required to locations in southern Ontario, including Bradford, Burlington, Stoney Creek, and Brampton. The position normally operates during business hours but may require occasional evening or weekend work to meet customer needs.

ABOUT THE REQUIRED SKILLS

  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Proven experience in technical support, with a focus on wireless and desktop troubleshooting.
  • Strong understanding of wireless networking protocols and standards (e.g., Wi-Fi, Bluetooth). CCIE Enterprise Wireless certification or other industry wireless certifications would be a bonus.
  • Proficiency in troubleshooting Windows desktops and laptops, identifying network-related issues, and working with internal IT teams to resolve them.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills and attention to detail.
  • Customer-oriented mindset with a passion for delivering high-quality support.
  • Exceptional organizational skills to manage and follow up on issues until fully resolved.

APPLY NOW

If you are interested in finding out more, please contact us or submit your resume. Or, if you know someone who meets these qualifications, please forward this assignment.

ABOUT SYSTEMATIX

Systematix is a Global Consulting and Resourcing firm headquartered in Canada with offices across North America and the United Kingdom. We provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and all Private Industry sectors.

Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer. At Systematix, we don't just accept difference, we thrive on it and believe that diverse cultures, perspectives, and experiences enhance our workforce and bring value to our community. Systematix Technology Consultants Inc has adopted the Employment Equity Policy to promote the full participation and advancement of members of the designated groups (women, indigenous peoples, members of visible minority groups, and persons with disabilities) under the Canadian Human Rights Act and Employment Equity Act in the Systematix Technology Consultants Inc workforce.

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