Customer Support Technician

Woodgrove Technologies Inc.; Toronto; Hybrid; CAD 47,000 - 58,000; Full time

Benefits offered by this job

Hybrid Work

Training reimbursement

Career growth

Team events

Job summary

Woodgrove Technologies is seeking a highly skilled Customer Support Technician to provide support on networks, OPC communications, and troubleshooting industrial networks. The role requires designing, configuring and troubleshooting industrial networks, with a strong IT hardware background and FAT testing experience.

The successful candidate will manage multiple customer accounts, communicate effectively under pressure, and travel occasionally to customer sites for onsite support.

Qualifications

• Minimum of 3 years' experience in industrial networking and customer support.
• Excellent knowledge of network architecture and protocols (Ethernet, TCP/IP, OPC).
• Experience in designing and configuring industrial networks.
• Excellent communication and customer service skills.

Responsibilities

• Design and configure industrial networks to meet customer requirements.
• Analyze customer problems and provide solutions to network and communication issues.
• Provide customer and team support via phone, email, and remote desktop.
• Perform factory acceptance testing (FAT) for software and IT hardware systems.
• Perform software installations (Virtual Machines, OS, PC Configurations, etc.).
• Identify, troubleshoot, and resolve network, software and hardware issues.
• Assist with commissioning, site installations, and training.
• Configure and troubleshoot image processing equipment (Cameras, POE Switches).
• Participate in meetings and coordinate with customers, project managers, and other team members to ensure timely resolution of customer issues.
• Develop and maintain technical documentation, training materials, and testing documentation.
• Provide technical training to customers and colleagues.
• Travel occasionally to customer sites for onsite support.

Skills

Industrial networking

OPC

TCP/IP

Ethernet

IT hardware

Remote support

Communication skills

Education

Bachelor's degree in Computer Science or IT

Job description

We are a leading provider of energy efficient, innovative equipment, instrumentation, and process control systems to the global mining industry. With companies in Brazil, Chile, Mexico, and South Africa, Woodgrove has built a reputation based on quality, performance, and safety. The company is entrepreneurial, dynamic and our team are driven to succeed. We are looking for like-minded individuals that want to be part of a transformational business.

Role Summary

This position is a replacement opportunity in our company.

We are seeking a highly skilled Customer Support Technician to provide support on networks, OPC communications, and troubleshoot industrial networks. The candidate must have a strong background in IT hardware systems, and FAT testing of software. The role requires the candidate to design, configure and troubleshoot industrial networks, so an in-depth knowledge of network architecture and protocols is essential. The ideal candidate will have excellent communication skills and the ability to work well under pressure, as they will be responsible for managing multiple customer accounts simultaneously.

• Design and configure industrial networks to meet customer requirements.
• Analyze customer problems and provide solutions to network and communication issues.
• Provide customer and team support via phone, email, and remote desktop.
• Perform factory acceptance testing (FAT) for software and IT hardware systems.
• Perform software installations (Virtual Machines, OS, PC Configurations, etc.).
• Identify, troubleshoot, and resolve network, software and hardware issues.
• Assist with commissioning, site installations, and training.
• Configure and troubleshoot image processing equipment (Cameras, POE Switches).
• Participate in meetings and coordinate with customers, project managers, and other team members to ensure timely resolution of customer issues.
• Develop and maintain technical documentation, training materials, and testing documentation.
• Provide technical training to customers and colleagues.
• Travel occasionally to customer sites for onsite support.

Qualifications/Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience:
• Minimum of 3 years' experience in industrial networking and customer support.
• Excellent knowledge of network architecture and protocols (Ethernet, TCP/IP, OPC).
• Experience in designing and configuring industrial networks.
• Experience in troubleshooting complex network and communication issues.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple customer accounts and projects simultaneously.
• Experience in project management and coordination is a plus.

We are proud to support the full inclusion of persons with disabilities and are committed to ensuring the workplace is free from discrimination. During our hiring process, if a selected job applicant requests accommodation, we will consult with the individual and provide or arrange for the appropriate accommodation considering the applicant’s disability-related needs.

Compensation

The target hiring range for this position is $47,000.00 to $58,000.00. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

Why Join the Woodgrove Team?

At Woodgrove Technologies, we empower people to do their best work and grow their careers. Here’s what makes us stand out:

• Competitive Total Rewards – Your contribution matters. When you demonstrate your impact, we recognize it through progression, growth opportunities and performance-based rewards that support both your career and personal time.
• Hybrid Work – Our current work model blends in-office collaboration with remote days, designed to keep teams connected and productive.
• Entrepreneurial Culture – We encourage curiosity and innovation. Ask questions when things aren’t clear, explore ideas, and dig deeper to uncover opportunities—whether you’re with a client or brainstorming at your desk.
• Growth & Development – We want you to build your career with us. Show your drive, and we’ll support you with professional development programs, training reimbursement, and pathways to advance.
• Connected Teams – Regular team-building events unite us across four region – Canada, Chile, Brazil and South Africa keeping us engaged, inspired and connected.