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Advanced Technical Support Specialist – Based in the GTA

Job Details

  • Posted: August 26, 2021
  • Type: full-time

Job Description

Reports To – Service Manager

 

Key Focus: Leadership & Development, Technical Resolution, Customer Service, Training and Quality Assurance

 

Summary

The Advanced Technical Support Specialist is primarily responsible for resolving tier 2 and 3 technical support issues for Design Electronics clients. This role performs ticket management and resolution through an advanced ERP system.  The Advanced Technical Support Specialist provides remote support, troubleshooting, on-site service and maintenance according to industry best practices, to resolve service incidents and restore the normal operations of Design Electronics clients’ technology systems.

Job Duties

  • Tier 2 and 3 remote troubleshooting of service incidents
  • Analyze incoming service requests to determine if a dispatch to the site is required
  • Dispatch and perform on-site service when required or support other dispatched personnel remotely
  • Contact clients to discuss their options for service and support
  • Facilitate the Design Electronics Service Level Agreements and Support plans by monitoring systems and performing routine Preventive Maintenance as per established agreements
  • Provide remote support to junior team members working on client job site to resolve operational issues.
  • Create and maintain detailed service records within the service ticket
  • Create service quotations.
  • Perform final system programming, commissioning, and training for specific projects
  • Share relevant information with the design and technical team resulting from service events, to improve quality and performance of systems.
  • Participate in the DE quality assurance process, including documentation, integration, and system testing.
  • Encourage the development of team members through mentorship and example.
  • Work with the CTO to refine and enhance the delivery processes to support the company’s growth and enhanced customer experience.
  • Provide detailed service ticket entries.
  • Other duties as assigned.

 

Job Requirements

  • Post-secondary diploma or degree in a relevant discipline
  • Technical degree or certification
  • A willingness to spend the extra time that is required to deliver excellence
  • Commitment of continuous self development on Lutron, Control 4, Barco & CMS
  • High level ability to test, troubleshoot, service & repair PC-based and audio/video equipment. Current experience as an Advanced Technical Support interfacing with junior team members and clients to resolve Operational issues
  • 3-5 years previous direct experience in systems integrations, including audio/video, lighting, HVAC, networking, video monitoring, etc.
  • Must possess a high attention to detail
  • Possess a lift license or be willing to acquire
  • Ability to lift 50 lbs.
  • Must be bondable and possess a valid Ontario driver’s license
  • Strong interpersonal and organizational skills
  • Superb customer service, communication & self-management skills
  • Previous experience with administrative ticketing functions
  • Proficient using Microsoft Suite
  • Ability to meet challenging deadlines
  • Ability to adapt to dynamic work schedules & flexible hours

 

Job Benefits

Extended Health Benefits

Dental Benefits

Vision Care

Life Insurance

EAP Program

Design Electronics

905-646-3333 designelectronics.net

For over 34 years, Design Electronics has been the leader in the systems integration market serving both national and international markets. Design Electronics focuses on providing custom-designed, state-of-the-art audiovisual; lighting; audio; security and surveillance; and access control solutions to the corporate, government, retail, institutional, industrial, and residential markets. Design Electronics has established itself as the trusted, go-to contractor when nothing other than professionalism, customer service, value, and cutting-edge technologies are required.

Accuracy, precision, and value are the pillars upon which Design Electronics has built its stellar reputation. Regardless of size or scope of the project, we approach every installation in the same way, ensuring we deliver on time, on budget, and that our unmatched service is always available on-call. We execute cutting-edge custom installations in adherence to the latest trends and industry standards while employing the newest technologies from the most trusted manufacturers of audiovisual, lighting, audio, control, and security systems and components.

Design Electronics employs experienced and knowledgeable teams of salespeople, system designers, certified technicians and engineers, and installers to provide a complete, turn-key service, ensuring seamless integration with the entire installation process  guarantees customer loyalty and retention. Design Electronics’ full-time staff includes multiple Crestron Certified Programmers who continuously upgrade their certification, assuring that our clients are provided with the latest in audiovisual system control and capabilities.

We have successfully integrated sophisticated and operationally reliable systems for a diverse variety of high-profile clients, including: Metrolinx, the Council Chambers for The City of Brampton, the Town of Innisfil, Niagara-on-the-Lake; Casino Niagara and Fallsview Casino; the Universities of Guelph, McMaster, Ryerson, and Niagara College; corporate installations at White Oaks Convention Centre, Bell Canada, Hudbay Minerals, and York Transit to name a few. Our innovative electronic system integrations have achieved international success with travelling museum exhibitions like King Tut, Saturday Night Live, Lady Diana and Cleopatra.

Job Location

6913 Oakwood Drive, Niagara Falls, ON, Canada 905-246-3333

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