Technical Support Specialist

White Owl Family Office Group; Georgetown; On-site; CAD 55,000 - 75,000; Full time

Job summary

White Owl Group seeks a Technical Support Specialist to provide on-site and remote support for end-user hardware, software, and networking in Georgetown, Ontario. You will handle tickets, calls, emails, and walk-up requests, documenting issues and repairs while supporting production floor devices and office environments.

The role is fully on-site at the Georgetown facility with an immediate start date, regular weekday hours, and after-hours on-call rotation.

Qualifications

• University degree or college diploma in computer science with 2 years related experience.
• Certifications in A+, Network+, MS 365 Endpoint Admin, ITIL Foundation are assets.
• Knowledge of Windows OS and PC applications incl. MS Office.
• Experience with hardware, peripherals, and desktop troubleshooting.
• Experience with ticket-based service environments considered a major asset.
• Ability to read manuals and OEM guides; strong research skills.
• Ability to travel within Canada/US with a valid license.

Responsibilities

• Provide onsite and remote technical support for end-user hardware, software, and networking.
• Configure, troubleshoot, and document desktop issues; manage tickets and emails.
• Support plant-floor tech like scanners, printers, rugged tablets and kiosks.
• Collaborate with IT and operations to minimize downtime on production floor.
• Handle user onboarding/offboarding and asset inventory; participate in afterhours rotation.
• Log procedures for logging, reporting, and monitoring desktop operations.
• Manage end-user access and network problems; escalate when needed.
• Maintain accurate documentation of equipment repairs, installations, and changes.

Skills

Windows OS

Hardware troubleshooting

Ticket-based support

Team collaboration

Analytical thinking

Customer service

Documentation

On-call experience

Technical reading

Site safety

Education

University degree or College diploma in computer science

Certifications: A+/Network+/MS 365 Endpoint Admin/ITIL Foundation

Tools

Microsoft Navision

Job description

Technical Support Specialist-Georgetown– White Owl Group

Location: 42 Armstrong Avenue, Georgetown, Ontario

Position Type: Permanent Full-Time

Reporting To: Service Desk Manager

Start Date: Immediate

Hours: Monday to Friday, 8:00am to 4:00pm

Summary

The Technical Support Specialist provides onsite and remote technical support for end-user hardware, software, workstations, and networking issues. The position provides customer-focused support through tickets, calls, emails, and walk-up requests while documenting issues, repairs, and equipment changes. This is a fully on-site role based at our Georgetown location at Olon Industries, an active manufacturing facility. The successful candidate will provide hands‑on support to users in both office areas and on the production floor and must be comfortable working in a manufacturing environment.

Responsibilities

• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Collaborate with other technician’s/network administrator to ensure efficient operation of the company’s desktop computing environment.
• Be able to work efficiently in a ticket and customer service-based environment, delivering prompt service based on level of business urgency.
• Where required, administer and resolve issues with associated end-user workstation networking and software products.
• Receive and respond to incoming calls, service desk tickets, e-mails, and walk-up requests regarding computer and network problems.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Support plant-floor technology, including barcode scanners, label printers, rugged tablets, shop-floor kiosks, and production-line PCs.
• Prioritize issues affecting production to minimize downtime, working closely with operations staff on the manufacturing floor.
• Manage user onboarding and offboarding, including account setup, equipment provisioning, and access removal.
• Maintain an accurate inventory of IT assets and support printers and mobile devices.
• Participate in afterhours on call rotation

Competencies & Qualifications

• University degree or College diploma in the field of computer science and 2 years equivalent work experience in a related field.
• Certification in A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, ITIL Foundation, or equivalent would be an asset.
• Knowledge of Windows Operating Systems & PC Applications including MS Office Suite.
• Knowledge of Computer Hardware Systems and Peripherals.
• Experience working with Microsoft Navision.
• Working knowledge of the Internet & Internet technological/industry trends.
• Hands‑on hardware troubleshooting experience.
• Prior experience working in a ticket-based service environment is considered a major asset.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Ability to present ideas in user-friendly language.
• Analytical and problem‑solving abilities, with keen attention to detail.
• Experience working in a team-oriented, collaborative environment.
• Able to work fully on‑site in a manufacturing environment, following site health and safety requirements (including PPE where required).
• Able to participate in on call rotation
• Manual dexterity to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Driver’s license, reliable vehicle and ability to travel within Canada and the US as needed.