Technical Support Representative

Simms; Toronto; On-site; CAD 42,000 - 65,000; Full time

Job summary

SIMMS, a Toronto-based medical imaging software company, is seeking a technical support representative focused on client service. You will troubleshoot software issues, hardware, and network problems for end users and escalate when appropriate.

The role requires strong problem-solving and clear communication with customers and internal teams. Applicants should be self-motivated, able to work under pressure, and have a valid driver's license with own transportation.

Qualifications

• Strong troubleshooting skills and the ability to diagnose software and hardware issues.
• Excellent communication skills with end users and internal teams.
• Self-motivated and eager to learn and grow in a fast-paced environment.
• Ability to work under pressure while delivering quality service.
• Must have a valid driver license and own transportation.

Responsibilities

• Handle service requests via telephone, e-mail, and SIMMS ticketing system.
• Provide quality computer support for software issues, hardware, and networks.
• Analyze problems, identify root causes, and implement solutions for end users.
• Escalate requests for faster resolution when needed.
• Assist with data centre provisioning and in-house infrastructure support.

Skills

Troubleshooting

Communication

Self-motivated

Learning mindset

Work under pressure

Driver's license

Job description

SIMMS is a small and exciting medical imaging software company, located in Toronto. We are passionate about improving Canadian health care systems. We are currently looking for a strong client service oriented Technical Support Representative. We encourage innovation and out-of-the-box thinking by allowing scheduled in-office time dedicated to working on "side projects" that benefit the health care industry.

Duties and Responsibilities

• receives requests for service via telephone, e-mail and SIMMS ticketing system from end users
• provides quality computer support to end users, troubleshooting software application issues as well as PC hardware, peripheral, and network issues
• analyzes, defines and researches the end user's problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user's satisfaction
• provides appropriate escalation of support requests for expedited resolution
• follows the SIMMS's established service standards to ensure consistent quality service is provided to internal customers
• identifies recurring problems/trends; notifies and works with the software development team to reach root cause solutions
• performs upgrades on equipment, software application installations and maintenance as well as hardware configuration
• provides remote computer support as well as installations for SIMMS users as requested
• recommends changes to processes and procedures to improve End User Support services and SIMMS applications
• maintains confidentiality of all computer-based information related to the SIMMS, its clients and its employees
• support in-house infrastructure (computers, VoIP, peripherals, software, servers)
• provide fresh new ideas that will benefit the company and the industry
• setup necessary computer and network hardware at customer sites
• assist System Administrator with provision of data centre

Requirements

• Exceptional problem-solver with very good troubleshooting skills
• Must be self-motivated, eager to learn and grow and have excellent communication skills
• Ability to work under pressure in a fast-paced environment
• Valid driver license, own transportation

We thank all applicants for their interest in SIMMS, however, only chosen applicants will be contacted.