Technical Services Lead

1 week ago

Richmond, British Columbia, Canada Accoravillage Full time
Job Description

Accoravillage is seeking a highly skilled Senior Technical Services Analyst to join our team. As a key member of our technical services team, you will be responsible for providing expert support to our clients and internal stakeholders.

Key Responsibilities:
  • Technical Support: Provide timely and effective technical support to clients and internal stakeholders, ensuring that issues are resolved efficiently and effectively.
  • System Maintenance: Maintain duplicate system environments for testing and troubleshooting purposes, ensuring that our systems are stable and secure.
  • Documentation: Record and document all client issues through to resolution, using our issue tracking system to ensure that all information is accurately recorded and easily accessible.
  • Project Planning: Plan and practice for system implementation and upgrade projects, ensuring that our clients receive the best possible service.
  • Knowledge Sharing: Review and contribute to product documentation, ensuring that our knowledge base is up-to-date and accurate.
  • Triage and Escalation: Review all support cases before they are escalated to Tier 2, ensuring that issues are resolved efficiently and effectively.
  • Communication: Communicate with global Tier 1 support on issues that our region is struggling with, ensuring that we are working together to resolve issues.
On-Site Responsibilities:
  • Implementation and Upgrade: Perform successful implementations and upgrades, ensuring that our clients receive the best possible service.
  • Site Inspection and Reporting: Conduct site inspections and prepare reports in preparation for deployments, ensuring that our clients are well-prepared for system implementation.
  • Resource Coordination: Coordinate resources from mine staff as required, ensuring that our clients receive the best possible service.
  • Training and Support: Provide one-on-one and classroom training on the use and administration of our system, ensuring that our clients are fully supported.
  • Troubleshooting: Troubleshoot software, hardware, and network issues, ensuring that our clients receive the best possible service.
  • Project Communication: Regularly communicate with mine management and project lead on project progress, ensuring that our clients are informed and up-to-date.
Requirements:
  • Experience: 6 to 10 years of user and admin support experience for an enterprise-class software system.
  • Knowledge: Solid understanding and experience with Fleet Management Systems and High-Precision, and/or Machine Health Products.
  • Mining Experience: Mining experience/knowledge would be an asset.
  • Technical Skills: Databases SQL (advanced administration ability), OpenTSDB, InfluxDB (advanced), Real-Time software systems, Mobile Computing, Windows networking experience, Windows server administration (advanced), Differential GPS/Real Time Kinematic system (RTK), Global Navigation Satellite Systems with an understanding of Real Time Kinematic systems, Serial and CAN Bus connections.
  • Driver's License: Valid driver's license.
  • Competence: Competence and understanding of historic and current Wenco hardware platforms.

Compensation: Base salary of CAD $90,000 - $110,000, commensurate with experience and qualifications.

Accoravillage: Accoravillage advances the efficiency and safety of the world's surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work environment for individual employees to build and grow their career with the Company.

Equal Opportunity Employer: Accoravillage is an Equal Opportunity Employer.

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