Technical Support Specialist

2 weeks ago

Vernon, British Columbia, Canada Kal Tire Full time
Job Summary

We are seeking a highly skilled Technical Support Analyst to join our team at Kal Tire. As a Technical Support Analyst, you will be responsible for providing technical support and maintenance for our hardware and software systems.

Key Responsibilities
  • Technical Support and System Maintenance
    • Respond to and resolve technical issues in a timely and efficient manner.
    • Install, configure, and maintain hardware and software systems.
    • Provide 2nd tier support for team member technology devices and tools.
    • Build and maintain Windows desktop images according to industry best practices.
    • Automate the deployment of images and applications.
    • Configure and support workstations in a Windows networked environment.
    • Configure and support printers in a Windows networked environment.
    • Configure and support industrial handheld devices.
    • Support VoIP telephony and video conferencing systems.
    • Install hardware and networking equipment.
    • Participate in the commissioning of technology infrastructure for corporate office locations and new operational locations.
    • Manage and administer team member devices and productivity-related technology solutions.
    • Establish and maintain close working relationships with vendors and service providers.
    • Adhere to established processes and procedures within the IS Department.
  • Planning, Development, and Project Support
    • Participate in the planning of IS-related activities and tasks related to new Kal Tire operational locations.
    • Initiate and direct the capacity planning and development of long-term strategies for team member hardware, software, and productivity solutions.
    • Work closely with team members from other IS Departments and contractors to ensure installations, upgrades, or other changes occur in a coordinated and efficient manner.
    • Lead projects when requested, including defining project requirements, project plan, task lists, milestones, and phases.
    • Own project progress by tracking activity, publishing progress reports, and taking action when required to resolve problems.
  • Documentation of Processes and Technical Specifications
    • Create, update, and maintain reference documentation relevant to each location's IS configuration for use during future changes or technical support activities.
    • Maintain clear and detailed documentation for all core responsibilities and associated technologies.
    • Keep abreast of technical and industry developments.
    • Provide leadership and mentorship to team members.
    • Prepare and deliver informative, well-organized presentations and communications.
Requirements
  • Minimum 2 years' experience providing technical support in a domain environment.
  • Experience supporting Windows Operating systems.
  • Experience with software and operating system deployment, computer hardware support, software support, thin clients, industrial Windows mobile devices.
  • Experience with VoIP telephony systems, TCP/IP-based networks, switch and router configuration and troubleshooting, and networked, medium to high volume printers.
  • Experience with remote support software, call tracking software, ITIL, mobile device management, application virtualization, and Active Directory.
Knowledge, Skills, and Abilities
  • Strong verbal communication and active listening skills.
  • Strong troubleshooting skills.
  • Creative, innovative thinking, leadership, and solid presentation skills.
  • Skilled in liaising with teams to coordinate activities of business, technical, and vendor stakeholders.
  • Working knowledge of business applications and technology standards in an enterprise environment.
Education
  • Post-secondary graduate with a degree, diploma, or certificate in computer science or equivalent combination of education, training, and experience.
Special Requirements
  • Travel to Kal Tire locations.
  • Evening and occasional weekend work may be required.
  • Valid BC driver's license.

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