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Technical Support Specialist Tier 2

3 months ago

Montreal, Canada Forensic Technology Inc Full time

Tuesday, July 16, 2024

Forensic Technology, a LeadsOnline company, is the pioneer of automated ballistic identification, and the creator of IBIS (Integrated Ballistic Identification System) technology used in over 80 countries to combat and prevent firearm crime.

Reporting to the Global Customer Services Manager, the Support Specialist is the principal point of contact to the customer/user in the resolution of system failures related to the computer hardware and software components of our systems. The Support Specialist is responsible for coordinating the resources and materials necessary to resolve the incidents and service requests assigned. In addition, the Support Specialist will be assigned ‘special projects’ for both internal (GCS/FTI) and external (clients) needs.

Roles and Responsibilities
  1. Administer incidents and service requests according to current support procedures and protocols.
  2. Use a methodical approach in gathering facts and performing diagnostics.
  3. Identify computer-related hardware and software problems using baseline configuration and training.
  4. Escalate to the appropriate authorities computer hardware and software issues falling outside the role and responsibility of the Support Specialist.
  5. Ensure that the customer/user is always aware of the status and progression of their incidents and service requests.
  6. Validate and ensure that all established processes have been followed before any incident closures.
  7. Interact with Lead Support Specialists or Support Experts to validate and assist in the resolution of incidents.
  8. Maintain excellent verbal and written communication skills.
  9. The Support Specialist will receive and manage, as per established Standard Operating Procedures, support requests and open incidents from telephone calls and emails as required.
  10. The Support Specialist, as the owner of the incidents assigned to him/her, is responsible for the incident resolution from cradle to grave and for all communication with the users/customers and FT and contractor Field Services representatives.
  11. The Support Specialist is also responsible to document all relevant activities in the Support Management System(s) and to generate and manage service requests associated with the incidents.
  12. Need to be fluent in all Support disciplines; maintain his/her skills current on all aspects of FT products and services.
  13. Maintain skill set current on System Operating Systems and third-party applications used by Support Personnel and by FT products.
  14. Need to be familiar with the ITIL standards (and successfully complete an ITIL Foundation exam) as well as other Support and Software industry standards.
  15. Assist with special projects as assigned by GCS Management.
  16. Provide customer requested ad-hoc reports. Collaborate with peers and colleagues to ensure quality and accuracy of all customer delivered reports.
Qualifications and Experience
  1. Candidates to possess a computer science/software degree or equivalent experience.
  2. One to two years experience as a Customer Service agent.
  3. Qualification or certification in Operating systems; Windows.
  4. Good skills in operating systems troubleshooting.
  5. Familiar with basic computer architecture (CPU, Network Cards, Peripherals).
  6. Familiar with networking protocols and associated hardware and infrastructure such as modems, routers, hubs, switches.
  7. Excellent communication and interpersonal skills.
  8. Strong analytical and problem-solving skills.
  9. Bilingual (French/English) Required. Spanish and/or Portuguese languages are an asset.

Fluency in English is required for this position as it will be necessary to communicate with colleagues, partners, suppliers, and customers located abroad. More than 99% of LeadsOnline ballistic sales are done outside of Quebec; its products and services are sold in more than 80 countries, and it has offices in the United States, Europe, Asia, and Africa.

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