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Technical Support and Field Service Technician

3 weeks ago

Kingston, Canada Engineering Seismology Group Canada Inc. Full time

Join us at ESG Solutions, a fast-paced, technically driven company with an exciting work environment. We see every day as a new opportunity to impress our customers, grow our understanding, and build our expertise.

With a customer base spanning six continents and regional offices in Canada, the United States, the Middle East, Asia, and Australia, we’re able to offer competitive career opportunities worldwide. ESG offers a flexible benefits program and competitive compensation and an employee bonus scheme.

Duties will include:

- Provide first level technical support to clients as the first point of contact, with exceptional communication skills
- Managing the ticketing system and workflow; prioritizing tasks appropriately
- Train industry personnel on instrumentation usage
- Update knowledgebase articles and guidelines for equipment and software installations and maintenance
- Travel to remote locations for the installing and maintaining microseismic monitoring systems-required travel up to 50%-60% of the time
- Work closely with Engineering and Software groups to keep up to date with the latest technology, firmware, software releases and system configurations to ensure maximum operation efficiency
- Provide input for documentation and make recommendations to customers and internal stakeholders, based on customer feedback
- Installation of ESG’s proprietary software, upgrades, servers, and related data acquisition equipment
- Assist with “after-hours” emergency technical support coverage (scheduled in advanced)
- Training of new hires on all essential duties in Technical Support

**Qualifications and Experience**
- Technician/technologist Diploma or higher in Computer, Electrical and/or Electronics, Instrumentation, Mechanical and/or Petroleum Engineering and/or Mining Engineering
- 2 or more years of experience in customer support, technical support or a relevant field, fieldwork in mining/petroleum services considered an asset
- Must be at least 21 years of age
- Must have never been convicted for a felony
- Strong computer skills, including the ability to efficiently learn new computer software packages. Hardware/electrical instrumentation and software troubleshooting skills
- Experience with ethernet communication and networking abilities
- Ability to solve technical problems
- Ability to handle customer complaints with respect and professionalism
- Proactive and enthusiastic attitude towards customers
- Ability to interact effectively with a wide variety of stakeholders, including clients, suppliers, and partners
- Multi-tasking, self-learning, creative troubleshooting abilities, highly motivated and a team player
- Strong task management skills with the desire to succeed and a drive to meet customer deadlines
- Excellent writing and communication skills