Technical Support Analyst

3 weeks ago

Windsor, Ontario, Canada ABC Technologies Full time

ABC Technologies stands as a prominent global leader in the production and distribution of customized, highly engineered technical plastics and lightweight innovations tailored for the North American automotive sector. With a robust clientele of over 25 major original equipment manufacturers across 7 countries, the Company is committed to Molding The Future, strategically positioned to deliver integrated product and process solutions through a dedicated workforce of more than 11,000 professionals. Further details about the Company can be found at

Position Overview:

The role of a Service Desk Technician within a manufacturing organization specializing in automotive components is vital for sustaining the IT framework and delivering technical assistance to guarantee seamless operations. In this industrial setting, it is essential for the Service Desk Technician to possess a comprehensive understanding of the specific software and hardware utilized in production, including ERP systems, manufacturing execution systems (MES), and other specialized tools. This expertise enables them to provide more efficient support and enhance the overall productivity and effectiveness of the organization.

Key Responsibilities:

  • Technical Assistance: Addressing and resolving technical challenges presented by staff through various communication channels (phone, email, ticketing systems). Diagnosing hardware and software issues related to desktops, laptops, printers, and other peripherals.
  • System Upkeep: Conducting regular maintenance activities on computer systems and networks to ensure peak performance. Installing, configuring, and updating software applications and operating systems.
  • Network Assistance: Supporting the setup, configuration, and maintenance of the company's local area network (LAN) and wide area network (WAN). Troubleshooting connectivity problems and ensuring stable internet access.
  • User Account Oversight: Creating, managing, and removing user accounts across various systems, including email and enterprise resource planning (ERP) platforms. Ensuring appropriate access controls and security protocols are enforced.
  • Documentation and Analysis: Keeping comprehensive records of technical issues, solutions, and user requests within a ticketing system. Providing regular insights on recurring issues, trends, and potential enhancements to IT processes.

Qualifications:

  • Education: An Associate's Degree or Bachelor's Degree in Information Technology, Computer Science, or a related discipline is preferred.
  • Certifications:
    • CompTIA A+: Validates foundational IT skills.
    • Microsoft Certified: Modern Desktop Administrator Associate: Demonstrates proficiency in Windows environments.
    • ITIL Foundation: Provides insight into IT service management best practices.
    • CompTIA Network+: Demonstrates understanding of networking principles.
  • Technical Proficiencies: Expertise in Windows and Linux operating systems. Familiarity with network fundamentals (LAN, WAN, VPN). Experience in hardware troubleshooting (desktops, laptops, printers). Knowledge of enterprise resource planning (ERP) systems and manufacturing execution systems (MES).
  • Software Competencies: Experience with remote desktop support tools and ticketing systems. Understanding of cybersecurity principles and best practices. Basic scripting or programming knowledge (e.g., PowerShell, Python) is advantageous.
  • Analytical Skills: Strong problem-solving abilities to efficiently diagnose and resolve technical issues. Capacity to prioritize and manage multiple tasks effectively.
  • Experience: A minimum of 2-3 years in a technical support or help desk role. Practical experience with IT hardware and software troubleshooting.

Why Choose ABC Technologies?

In addition to fostering a workplace that values respect, collaboration, and personal and professional development, ABC Technologies provides a comprehensive array of health, wellness, and financial benefits designed to enhance the physical, mental, and financial well-being of our employees, enabling them to perform at their best, including:

  • Competitive compensation package.
  • Generous PTO Package.
  • Employee Group Benefits.
  • Employee and Family Assistance Program.
  • RRSP/DPSP Company Match.
  • Educational Assistance Program.
  • Perkopolis Program.
  • Vehicle Purchase Discounts.
  • Social events throughout the year.
  • Internal job opportunities.

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