IT Technical Support Rep

2 weeks ago

Winnipeg, Canada ProTELEC Systems Ltd. Full time

**JOB TITLE: IT Technical Support Rep.**

The IT Technical Support Rep. maintains the Company computing environment by resolving issues that Employees face when using computers and ProTELEC’s network, as well as troubleshooting on-site computer software or hardware issues.

The IT Technical Support Rep. performs an essential function in maintaining the computer systems and enhancing desktop support, as well as investigating day-to-day operating system issues for increased overall productivity.

**Responsibilities**:

- Identify, troubleshoot, and resolve hardware, software and network related problems encountered by end users.
- Track issue resolution, identify patterns of failure, research bug fixes and implement solutions, communicating with Management regarding unresolved problems.
- Configure and install computer hardware, software, systems, networks, printers, and scanners.
- Repair and replace equipment as necessary.
- Provide training to users.
- Maintain incident records including relevant resolutions.
- Documentation of panel programming, providing it to the Installer and/or Service Technicians.
- Test new equipment with alarm receivers and automation, provide documentation on programming, and providing training to Installers and Service Technicians on new equipment.
- Provide remote technical support to customers and their alarm panel, NVR, Card Access, mobile apps
- Site visits to customers location to provide local technical support to the customer and or ProTELEC
- Assist in technical support for installer/service technicians.
- Assist in data entry into DICE, Checkmate and other system.
- Perform monthly maintenance on servers & desktop computers
- Working on IT-related projects as assigned by IT Manager
- Providing on-call phone support to the 24-hour portion of business on a rotating 2-week basis.
- Various additional duties as required.

Schedule:

- 8 hour shift

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