National Technical Support Specialist

Toshiba Tec Canada Business Solutions Inc. is a subsidiary of Toshiba Tec Corporation, a global leader in office printing and retail solutions. Toshiba Tec Canada Business Solutions Inc. has offices across Canada to support our customers with world-class service. We empower our people to provide personalized services and solutions to help businesses express their ideas and information.

Do you want to solve business problems? What Toshiba Can Provide

Toshiba is an industry leading company that offers its employees a stable environment with opportunities to both advance in the technical industry as well as helping with personal growth.

Be part of a team that supports our dealers and technicians while developing programs and ideas to lead, motivate, and achieve business success. If you have good communication skills and enjoy sharing ideas, all with a fair salary with excellent company benefits and an opportunity to grow, we are looking for you to join the team.

If you are looking for an exciting career in an environment where you get to work with sophisticated equipment every day alongside the finest expert in the field, we would love to hear from you.

**Role**:
Responsible for Level 2 technical support, providing high-end technical hardware and software assistance for TTCS Field Technicians and Dealer Partners.

Act as a technical resource in assisting users resolve high end technical issues by directing solutions and creative both educational and technical training to enhance customer experience.

Responsible for advising and providing consultation, installation, training and technical support.

**Responsibilities and Duties**:

- Provide responsive, timely support to all escalated technical questions and support requests from Field Service Technicians and Dealer Partners.
- Perform complex problem determination and resolution identifying hardware and software issues.
- Ensure all incidents are properly logged, triaged, routed, escalated, and closed in accordance with pre-determined service levels and incident management processes.
- Assist with training, using materials provided or developing in-house training materials (multimedia or written documentation) where required.
- May be requested to travel to customers’ sites to assist Field Service technicians (TTCS and Dealer Partners)
- Escalate any outstanding and unresolved issues to the attention of National Support Manager.
- Acquire and maintain current knowledge of all hardware and software technologies in use across the company to provide technically accurate solutions to the field.
- Become part of a leading technical support team.

**Requirements**:

- Must have a valid driver’s license and access to a vehicle.
- Industry relevant technical support experience.
- Working and advanced operating knowledge of IT hardware/equipment installation, testing and support
- Strong customer service attitude and interpersonal skills
- Detail-oriented with strong organizational skills
- Willingness to be trained.
- Open to work with Teammates.

The rest we will teach youHelp companies enhance their productivity?

**We would like to invite you to become a part of our Technician Team**:
As a Technical Support, you will be esponsible for Level 2 technical support, providing high-end technical hardware and software assistance for TTCS Field Technicians and Dealer Partners.

Act as a technical resource in assisting users resolve high end technical issues.

Ensure the comprehensive training for Field Service Technicians.

Responsible for advising and providing consultation, installation, training and technical support.

**Responsibilities and Duties**:

- Must be willing to work rotational shifts to cover western branches if needed.
- Must have a valid driver’s license and access to a vehicle.
- Provide responsive, timely support to all escalated technical questions and support requests from Field Service Technicians and Dealer Partners.
- Perform complex problem determination and resolution identifying hardware and software issues.
- Ensure all incidents are properly logged, triaged, routed, escalated, and closed in accordance with pre-determined service levels and incident management processes.
- Assist with training, using materials provided or developing in-house training materials (multimedia or written documentation) where required.
- Very rarely, but on occasion, may be requested on short notice to travel to customers’ sites to assist Field Service technicians (TTCS and Dealer Partners)
- Escalate any outstanding and unresolved issues to the attention of National Support Manager.
- Acquire and maintain current knowledge of all hardware and software technologies in use across the company to provide technically accurate solutions to the field.

**Requirements**:

- 3 years of industry relevant technical support experience.
- Working and advanced operating knowledge of IT hardware/equipment installation, testing and support
- Must possess a strong custo