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Technical Support

3 months ago

SaintLaurent, Canada Avery Weigh-Tronix Full time

**Technical Support**
- Remotely support customers throughout North America
- Working with customers to address and resolve requirements including training, support, configuration and feature requests
- Must be self-motivated and be able to provide timely resolutions customer issues
- Assist developers with entry level programming of new feature and provide testing support for the development team
- Assist technicians with technical questions on basic setup of ZM indicators
- Assist technicians and customer on testing equipment and devices using serial or ethernet communications

**Responsibilities and Duties**
- Assist customers with support, training, installation, configuration and feature requests
- Managing customer requests from initial contact through to resolution or escalation
- Prioritize customer requests based on priority
- Assist customers with data recovery and data integrity issues (primarily SQL)
- Maintain costumer communications in ticketing system
- Keep customer documentation up to date
- Work with our service group to install new products and solve issues relating to the customer installation
- Work with developers to implement and test new features
- Perform tasks to reproduce and troubleshoot defects or unexpected results
- Work with hardware devices related to scale industry
- Track time and submit time sheets for work completed
- Conduct entry level programming of with SQL language. Programming responsibilities may increase with time.
- Maintain support tickets in Ticketing website ensuring they are answered, followed up and closed upon completion
- Configure and test and train user on AWTX hardware and software as required.

**Skills**
- Multilingual: English and French. French is a requirement
- Good communication skills written and oral
- Self-motivated
- Critical thinking
- Good problem solving skills
- Ability to work in fast passed environment
- Excellent understanding of Transact SQL
- Experience with Windows 7, Windows 8, and Windows 10
- Experience with Microsoft Office 2007-2016
- Knowledge of Windows Server 2008, 2012, & 2016
- Experience with Microsoft SQL Server 2008 -2017
- Fundamental understanding and working knowledge of network concepts such as DNS, DHCP, TCP/IP, VPNs and routing
- Knowledge of Wireless networking

**Requirements**:

- On call duty required on rotational basis (30% to 40%)
- Root cause analysis, problem solving

APPLYNOW

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00-$60,000.00 per year

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Saint-Laurent, QC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Transact SQL: 3 years (required)
- Client Support: 3 years (required)

**Language**:

- French (required)
- English (required)

Work Location: Hybrid remote in Saint-Laurent, QC