Junior Technical Support Analyst

As a Junior Technical Support Analyst, you will play a crucial role in providing exceptional technical support to both customers and internal stakeholders. This position offers the chance to engage in advanced troubleshooting, implement proactive system updates, and interact directly with clients through various channels, including phone, email, and remote access. You will also participate in an after-hours emergency support rotation (with work-from-home flexibility and overtime potential) and occasionally provide on-site client support for system installations and commissioning.

Responsibilities:

Deliver outstanding technical support to clients, ensuring prompt and effective resolution of issues.
Maintain comprehensive records of all support interactions within the CRM system.
Develop in-depth knowledge of specialized technologies.
Provide after-hours emergency support on a rotating basis (overtime eligible).
Assist project managers and trainers with technical guidance and system setup as needed.
Perform remote software upgrades, ensuring seamless operation.
Prepare and configure systems prior to client delivery.
Conduct thorough troubleshooting of customer systems remotely and on-site.
Participate in on-site commissioning and training for new installations.
Operate and maintain testing and diagnostic equipment.
Contribute to quality assurance efforts to enhance customer satisfaction and product reliability.
Provide valuable feedback to improve customer satisfaction and internal processes.
Maintain a high level of professionalism and technical expertise in all activities.
Undertake occasional travel, potentially international, for training and on-site customer visits.
Perform other duties as assigned.

Qualifications:

Undergraduate degree or technical diploma preferred.
Customer service training is considered an asset.
Minimum of 2 years of experience in a technology-based support role within a Windows (W10, W11) environment.
Familiarity with low-voltage systems or electronic locking technologies is a plus.
Hands-on experience with:
Microsoft 365 (Teams, Outlook, Office Suite)
Salesforce CRM or equivalent CRM platforms
Basic Linux operations (preferred)
Proven ability to diagnose and resolve hardware/software issues remotely.
Skills and Competencies:

Advanced troubleshooting and problem-solving capabilities.
Excellent communication skills, both verbal and written.
Patience and a professional demeanor in customer interactions.
Strong organizational skills, including effective time management and adaptability.
Technical aptitude with the capacity to learn complex systems quickly.
Ability to work effectively both independently and collaboratively within a team.
Compensation and Benefits:

Starting salary range: $46,000 to $52,000 annually, commensurate with experience and education.
Eligibility for extended benefits after successfully completing a 90-day probationary period.
For evening and weekend support, a minimum of four hours of overtime pay will be provided for any day worked (when a support call is received). For calls outside of a standard workday or beyond the initial four-hour period on a non-standard workday, compensation will be on a per-minute basis, rounded to the nearest 30 minutes.




Advantages
Are you a motivated and dedicated individual with a strong work ethic, eager to make a tangible impact? Do you thrive in an environment that values trust and welcomes fresh perspectives? If so, we have an exciting opportunity for you to join a dynamic team where your contributions will be appreciated.

As a Junior Technical Support Analyst, you will play a crucial role in providing exceptional technical support to both customers and internal stakeholders. This position offers the chance to engage in advanced troubleshooting, implement proactive system updates, and interact directly with clients through various channels, including phone, email, and remote access. You will also participate in an after-hours emergency support rotation (with work-from-home flexibility and overtime potential) and occasionally provide on-site client support for system installations and commissioning.

Responsibilities
Deliver outstanding technical support to clients, ensuring prompt and effective resolution of issues.
Maintain comprehensive records of all support interactions within the CRM system.
Develop in-depth knowledge of specialized technologies.
Provide after-hours emergency support on a rotating basis (overtime eligible).
Assist project managers and trainers with technical guidance and system setup as needed.
Perform remote software upgrades, ensuring seamless operation.
Prepare and configure systems prior to client delivery.
Conduct thorough troubleshooting of customer systems remotely and on-site.
Participate in on-site commissioning and training for new installations.
Operate and maintain testing and diagnostic equipment.
Contribute to quality assurance efforts to enhance customer satisfaction and product reliability.
Provide valuable feedback to improve customer satisfaction and internal processes.
Maintain a high level of professionalism and technical expertise in all activities.
Undertake occasional travel, potentially international, for training and on-site customer visits.
Perform other duties as assigned.

Qualifications

Undergraduate degree or technical diploma preferred.
Customer service training is considered an asset.
Minimum of 2 years of experience in a technology-based support role within a Windows (W10, W11) environment.
Familiarity with low-voltage systems or electronic locking technologies is a plus.
Hands-on experience with:
Microsoft 365 (Teams, Outlook, Office Suite)
Salesforce CRM or equivalent CRM platforms
Basic Linux operations (preferred)
Proven ability to diagnose and resolve hardware/software issues remotely.
Skills and Competencies:

Advanced troubleshooting and problem-solving capabilities.
Excellent communication skills, both verbal and written.
Patience and a professional demeanor in customer interactions.
Strong organizational skills, including effective time management and adaptability.
Technical aptitude with the capacity to learn complex systems quickly.
Ability to work effectively both independently and collaboratively within a team.

Summary

Starting salary range: $46,000 to $52,000 annually, commensurate with experience and education.
Eligibility for extended benefits after successfully completing a 90-day probationary period.
For evening and weekend support, a minimum of four hours of overtime pay will be provided for any day worked (when a support call is received). For calls outside of a standard workday or beyond the initial four-hour period on a non-standard workday, compensation will be on a per-minute basis, rounded to the nearest 30 minutes.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.