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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



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

Advanced Technical Support Specialist – Based in the GTA

Job Location

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

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