Technical Support Specialist

Socket.dev; Cambridge; On-site; CAD 65,000 - 80,000; Full time

Job summary

GFI, a Westport Fuel Systems company, is seeking a Technical Support Specialist to provide Tier‑1 end-user and OT support at the Cambridge facility. You'll help users, manage devices, and assist production lines to ensure smooth daily operations.

The role covers Windows OS, Microsoft 365, Intune, endpoint security tools, and collaboration with IT, operations, and manufacturing teams to resolve issues quickly and maintain system availability.

Qualifications

• Degree in MIS, CS, IT, or related field
• Minimum 3 years in IT/OT support in manufacturing
• Experience providing Tier-1 tech support in an enterprise
• Strong knowledge of Windows, Microsoft 365, and endpoint security
• Experience supporting production line IT/OT systems
• Configuring Windows desktops and software
• Familiarity with ticketing systems and ITSM processes
• Basic networking knowledge (LAN/WAN, switches)
• Experience with Microsoft Intune
• Familiarity with VMware and Hyper-V
• Basic PowerShell scripting
• ITIL Foundation or ITSM familiarity
• Hands-on with IT hardware and software installation/maintenance

Responsibilities

• Provide Tier-1 end-user support for Cambridge users via ticketing, phone, and email
• Diagnose, document, resolve incidents, and escalate when needed
• Maintain and troubleshoot desktops, laptops, printers, scanners, and OT devices
• Support production line IT equipment and OT hardware on the floor
• Maintain inventory of IT hardware and software assets
• Collaborate with IT, operations, and manufacturing teams
• Adhere to change management and escalation processes for manufacturing systems
• Provide professional and effective customer service to all internal users

Skills

End-user support

Tier-1 support

Documentation

Communication

Customer service

Networking basics

PowerShell

ITIL familiarity

Education

Bachelor's degree in MIS/CS/IT

Tools

Windows OS

Microsoft 365

Intune

VMware

Hyper-V

PowerShell

Job description

GFI, a Westport Fuel Systems company, designs and manufactures a comprehensive product mix of alternative fuel components for applications in the light and heavy‑duty vehicle and industrial segments globally. This product mix includes Hydrogen (H2) components such as pressure regulators, tank valves, PRD's, PRV’s, shutoff valves and integrated systems for a wide range of automotive and non‑automotive applications, including Fuel Cell vehicles.

The Technical Support Specialist provides Tier‑1 end‑user and operational technology (OT) support for office and manufacturing environments at the WFS Cambridge facility. This role is responsible for supporting end users, IT devices, and production line systems to ensure reliable day‑to‑day operations and uninterrupted manufacturing. The position requires hands‑on experience supporting manufacturing environments, including production line IT and OT systems.

Position Responsibilities

End‑User & Helpdesk Support

• Provide Tier‑1 technical support to WFS Cambridge users in a timely, professional, and customer‑focused manner.
• Respond to incoming support requests via ticketing system, phone, and email.
• Diagnose, document, resolve, and track incidents and service requests through to resolution, escalating to higher support tiers when required.
• Maintain clear communication with users regarding issue status, resolution progress, and next steps.

Maintain, Device & Application Support

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, label printers, and other end‑user devices.
• Support both office and manufacturing floor IT equipment.
• Maintain, and support:

• Windows operating systems and security updates
• Microsoft 365 applications (Outlook, Teams, Office)
• Endpoint security tools (e.g., Sophos or equivalent)
• Maintain accurate inventory of IT hardware and software assets.

Manufacturing & OT Support

• Provide hands‑on support for production line IT and operational technology to ensure minimal disruption to manufacturing operations.
• Support and troubleshoot production line equipment including:

• Production line computers
• Small managed network switches
• Label printers and scanners
• Related OT‑connected devices
• Work closely with manufacturing and operations teams to prioritize and resolve production‑impacting issues.
• Follow established change management and escalation processes for manufacturing systems.

Infrastructure & Systems Support

• Provide basic support for LAN, WAN, and network‑connected systems.
• Monitor and follow IT policies related to backups, system availability, capacity, security, and change management.
• Use ticketing and incident data to identify trends and assist with process improvement and documentation.

Collaboration & Communication

• Partner with other IT team members in a collaborative, team‑based environment.
• Maintain strong working relationships with internal stakeholders across IT, operations, and manufacturing.
• Provide professional and effective customer service to all internal users.

Position Requirements

• Degree in Management Information Systems, Computer Science, IT, or related field
• Minimum 3 years of hands‑on experience supporting IT and OT systems in a manufacturing environment
• Experience providing Tier‑1 technical support in an enterprise environment
• Strong working knowledge of Windows OS, Microsoft 365, and endpoint security tools
• Experience supporting production line systems and operational technology
• Experience in setup, configuration, troubleshoot Microsoft Windows desktop/notebook hardware and software.
• Familiarity with ticketing systems and IT service management processes
• Basic networking knowledge (LAN/WAN, switches, connectivity troubleshooting)
• Experience with Microsoft Intune
• Familiarity with VMware and Hyper‑V environments
• Basic PowerShell scripting knowledge
• ITIL Foundation certification or familiarity with ITSM frameworks
• Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Strong documentation, communication, and customer service skills