senior technician (network design & support specialist), Oakville

posted
contact
randstad canada
job type
permanent
salary
$ 50,000 - $ 60,000 per year
apply now

job details

posted
location
oakville, ontario
sector
technologies
job type
permanent
salary
$ 50,000 - $ 60,000 per year
reference number
2197929PROEN
contact
randstad canada
apply now

job description

Our Client is a global leader in Power over Long Reach Ethernet (PoLRE) solutions, using Modern LAN Principles and SmartPathPoE™ technology to make IP connections simple, secure, and cost-effective. The award-winning CHARIoT series of enterprise-grade switches help customers simplify digital transformation and modernize to an IP-based network; leveraging existing or new infrastructure to create a robust IP path with power. This client is a North American-based technology company with global reach dedicated to practical innovation. Our number one priority is bringing innovative and affordable solutions to market that are technologically advanced as well as practical for the customer; maximizing the return on investment of any IoT modernization project.


POSITION OVERVIEW: Supervised by the Product Support Manager, the Network Design & Support Specialist is responsible for providing user support and customer service on applications and platforms. The individual must assess and diagnose the users/customer’s needs, provide advice on the appropriate course of action, troubleshoot circumstances through to the satisfactory resolution of the problem, provide guidance to other members of the support team on troubleshooting, manage pre-sales engagement with customers proof of concept deployments, provide pre-sales support to the sales team, create and continually improve support and pre-sales resources, and process management. Working hours are 9:00 a.m.to 5 p.m. Identifying reactive support issues and making sure internal and external resources such as product manuals, FAQs, training modules, and pre-sales documents/tools are reflective of the correction.

PRINCIPAL DUTIES & RESPONSIBILITIES: • Responds to requests for technical assistance in person, via phone or electronically. • Identifies and resolves technical hardware and software issues. • Supports Sales teams with technical sales delivery requirements by: o Managing technical relationship with customers o Providing technical introduction and overviews of products o Providing updates to the team based on current status o Providing customers with technical drawings & details as required • Determines solutions using available information resources. • Create proactive knowledge resources based on responsive support issues and resolutions. o Including network design considerations o Manufacturer end points that need special attention o Use case examples • Advises user/customer on appropriate course of action. • Follows standard help desk procedures. • Ensure team is following all help desk procedure. • Document, review, and improve existing or new procedures and workflows • Logs all help desk interactions. • Administers help desk software. • Tracks problems, routes requests and documents resolutions. • Completes activity reports. • Informs management of recurring problems. • Remains knowledgeable of current system information, changes and updates. • Performs various technical tasks for office and remote users. • Train end users on company products and technology • Present technical solutions to integrators and end users for educative purposes • Prepare training materials for customers and internal use • Conduct hardware and software tests for repairs, proof of concept units and new software releases. • Participate in ongoing personal training and attainment of technical certifications 


REQUIRED SKILLS & QUALIFICATIONS:
• Degree/diploma/certification in Computer Science or Information Technology from a post-secondary institution specializing in networking, computer support or software support.
• Working knowledge of fundamental network operations.
• Knowledge of relevant call tracking applications.
• Proven proficiency in customer service practices.
• Previous experience providing help desk support and familiarity with standard troubleshooting procedures.
• Excellent communication skills (listening, verbal and written). Additional languages an asset. • Strong customer service orientation and desire to provide quality service.
• Outstanding analytical, problem-solving and troubleshooting skills, able to think outside the box to quickly adapt to ongoing circumstances in order to resolve technical problems.
• Proficient time management and organizational skills.
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and friendly demeanor.
• Work well in stressful situations under tight deadlines while maintaining a positive attitude.
• Strong team player with a desire for continued learning.
Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.