Technical Support Representative

John Brooks Company Limited; Mississauga; On-site; CAD 42,000 - 60,000; Full time

Job summary

John Brooks Company in Mississauga, Ontario seeks a Technical Support Representative to deliver frontline IT helpdesk support for ERP systems, Windows 11, Microsoft Office Suite, and Zoom. You will work with senior technicians to diagnose issues, document resolutions, and ensure user satisfaction.

Responsibilities include device configuration and inventory management, onboarding/offboarding, and maintaining accurate records while staying current with IT trends and ongoing training opportunities.

Responsibilities

• Provide first and second-level technical support for hardware, software, and network-related issues including ERP, Windows 11, Server management, user administration, Microsoft Office Suite, and Zoom.
• Configure, install, and manage corporate devices such as workstations, laptops, printers, phones, handheld terminals, and tablets.
• Assist with user onboarding and offboarding processes and maintain accurate IT asset records.

Tools

ERP

Windows 11

Office 365

Zoom

Job description

Department: IT Location/ Territory: Mississauga, ON This role is for an existing vacancy.

WHAT DO WE DO?

We create solutions for the people who keep our world flowing. For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

The Technical Support Representative, reporting to the Manager, Enterprise Business Systems, is responsible for providing technical assistance and support to customers using our products, including ERP systems, Windows 11, Microsoft Office Suite, and Zoom. This role will work closely with our senior technical support team members to resolve complex technical issues and ensure customer satisfaction.

DUTIES & RESPONSIBILITIES

• Provide first and second-tier technical support for hardware, software, and network-related issues. Systems to include but not limited to ERP, Windows 11, Server management, user administration, Microsoft Office Suite, Office 365, phone system and Zoom.
• Configure, install, and manage corporate devices, including workstations, laptops, printers, phones, handheld terminals, and tablets.
• Assist with user onboarding and offboarding processes.
• Maintain accurate records of IT assets and equipment inventory.
• Manage incoming support inquiries through a helpdesk ticketing system. Document and track customer interactions, technical issues, and resolutions in the support ticketing system.
• Prepare an FAQ document and help sheet for users, detailing common errors and issues, and provide advice on resolving them.
• Identify and diagnose software and hardware issues reported by staff.
• Guide staff through troubleshooting processes to resolve technical problems.
• Escalate complex issues to senior technical support representatives or other appropriate teams.
• Stay updated on the latest features and IT trends.
• Continuously improve technical knowledge and skills through ongoing training and professional development opportunities.