Technical Support Representative

Department: IT
Location/ Territory:
Mississauga, ON

This role is for an existing vacancy.

WHAT DO WE DO?

We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

The Technical Support Representative, reporting to the Manager, Enterprise Business Systems, is responsible for providing technical assistance and support to customers using our products, including ERP systems, Windows 11, Microsoft Office Suite, and Zoom. This role will work closely with our senior technical support team members to resolve complex technical issues and ensure customer satisfaction.

DUTIES & RESPONSIBILITIES

• Provide first and second-tier technical support for hardware, software, and network-related issues. Systems to include but not limited to ERP, Windows 11, Server management, user administration, Microsoft Office Suite, Office 365, phone system and Zoom.
• Configure, install, and manage corporate devices, including workstations, laptops, printers, phones, handheld terminals, and tablets.
• Assist with user onboarding and offboarding processes.
• Maintain accurate records of IT assets and equipment inventory.
• Manage incoming support inquiries through a helpdesk ticketing system. Document and track customer interactions, technical issues, and resolutions in the support ticketing system.
• Prepare an FAQ document and help sheet for users, detailing common errors and issues, and provide advice on resolving them.
• Identify and diagnose software and hardware issues reported by staff.
• Guide staff through troubleshooting processes to resolve technical problems.
• Escalate complex issues to senior technical support representatives or other appropriate teams.
• Stay updated on the latest features and IT trends.
• Continuously improve technical knowledge and skills through ongoing training and professional development opportunities.

Requirements

QUALIFICATIONS

Essential:

• College Diploma in a related field and a minimum of 3 years of experience providing technical support, troubleshooting issues, and managing requests through a ticketing system
• Proficiency in troubleshooting and supporting common software, including Windows 11, Microsoft Office Suite, Office 365, ERP systems, and phone systems like Zoom.
• Competence in user account management (Active Directory, user permissions), server management (basic admin tasks), and handling system configurations.
• Ability to diagnose and repair issues with workstations, laptops, printers, phones, handheld terminals, and tablets Ability to resolve network issues, including connectivity problems, VPN setup/troubleshooting, and phone system issues (Zoom, etc.).
• Skilled in setting up, configuring, and managing corporate devices (e.g., laptops, workstations, tablets).
• Familiarity with helpdesk ticketing systems (e.g., Service Now, Zendesk) for managing and tracking support tickets, issues, and resolutions.
• Strong troubleshooting skills to walk users through issues, diagnose problems, and apply solutions step-by-step.
• Strong skills in documenting issues, resolutions, and user interactions in ticketing systems, and conveying solutions through email, chat, or phone support.
• Ability to provide high-quality, customer-focused support.
• Ability to stay calm, empathetic, and patient when dealing with frustrated or confused users.
• Ability to efficiently manage the setup and removal of user accounts, devices, and access permissions.
• Ability to maintain accurate and up-to-date records of IT assets, equipment, and inventory, ensuring accountability and readiness.
• Ability to keep up with new features, tools, and IT trends, ensuring the team remains knowledgeable about the latest technologies and systems.
• Customer service orientation with a professional demeanor.
• Demonstrates collaborative work approach and ability to work

Desirable:

• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus.

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