Technical Support & Hardware Technician

Kanata, Ottawa, Ontario | Full-time | Primarily on-site, up to 5 days per week

Hub Star is looking for a Technical Support & Hardware Technician to join our team in the Ottawa area. This is a hands-on, varied role for someone early in their technical career who enjoys troubleshooting, learning new technologies, working directly with hardware and helping customers solve problems. You do not need to know everything coming in; we are looking for someone curious, technically minded, resourceful and willing to learn across a broad range of technologies and products.

Hub Star helps organizations create workplaces that work better for their people and their business. Our cloud-based platform combines workplace scheduling, occupancy intelligence and space management solutions to help customers make smarter decisions about their workplaces. With customers across North America, Europe and APAC, Hub Star is helping organizations transform how they understand and optimize their office environments.

This is not purely a help desk role. One day you may be investigating a customer issue; the next, building or refurbishing hardware, working with networked IoT devices, preparing equipment for shipment or travelling to assist with an installation. Some parts of the role involve detailed troubleshooting and problem-solving, while others involve repetitive or manual tasks that need to be completed accurately and reliably.

Being comfortable with both is important.

• Monitor support ticket queues and respond to customer questions, requests and technical issues.
• Investigate and troubleshoot software, hardware, connectivity and configuration issues.
• Take ownership of support cases and follow them through to resolution.
• Build, configure, test and prepare Hub Star gateways and other hardware.
• Refurbish, test and maintain returned or existing hardware.
• Support customer hardware installations and deployments, including travel to customer sites when required.
• Perform routine monitoring, maintenance, data validation and other operational tasks.
• Assist with shipping, receiving, inventory and hardware procurement activities.
• Document issues, solutions and troubleshooting steps clearly and accurately.
• Train across Hub Star's product portfolio and develop the ability to support customers across multiple product lines.
• Work alongside Support, Customer Success, Product, Engineering and other internal teams when issues require escalation or deeper investigation.

• A genuine interest in technology and a curiosity about how things work.
• An interest in troubleshooting and solving technical problems.
• Good communication skills, with the ability to interact directly with customers and explain technical information clearly and professionally.
• A willingness to take ownership and follow issues through to completion.
• Strong organizational skills and the ability to manage multiple priorities.
• Confidence working with both hardware and software.
• A desire to develop a broad technical skill set rather than specialize in one area.
• The ability to work independently while knowing when to ask for help.
• A calm, methodical approach to customer or production issues.
• Availability to work primarily from our Ottawa-area location, up to five days per week.
• Willingness to travel for customer installations and other technical work when required.

This position would be a great fit for a recent graduate or someone with a few years of experience in technical support, IT, electronics, networking, computer systems or a related field.

You do not need experience with everything below. Exposure to any of these would be an advantage:

• SQL, coding or scripting.
• Understanding of APIs and experience with tools…