Technical Support Specialist

Canada Controls; Mississauga; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Long-term disability

Life insurance

Tuition reimbursement

Assistance programs

Profit sharing

Vacation & public holidays

Job summary

Canada Controls, a leading smart building controls distributor, seeks a Tech Support Specialist for the Greater Toronto Area. You will provide technical support by phone, email, and tickets, troubleshoot Niagara Framework issues, and assist customers with programming and configuration tools.

This full-time role combines bench/lab work with remote and on-site support, requiring a 40-hour week and occasional travel within the region. The team emphasizes customer-focused problem solving.

Qualifications

• Bachelor's degree or equivalent in IT/Systems/Engineering or related field.
• General networking fundamentals including TCP/IP, subnetting.
• Proficiency on Windows platforms.
• Strong verbal and written communication abilities.
• Ability to quickly learn new software/products.

Responsibilities

• Provide technical support by phone, email, and ticketing system to contractors, system integrators, building owners, and end users.
• Troubleshoot Niagara Framework issues and platform problems.
• Support customers on building controller programming and configuration tools.
• Diagnose field wiring and RS-485/RS-232 problems.
• Troubleshoot IP networking, BACnet/IP behavior, and remote access.
• Bench-test, stage, configure, and commission controllers before shipment.
• Document root cause and resolution of issues; escalate defects to manufacturers.
• Assist sales with technical product questions and part selection.
• Occasional on-site troubleshooting travel within the region.

Skills

General networking fundamentals

Windows proficiency

Clear communication

Learning quickly

Valid driver's license

Education

Bachelor's degree or equivalent in IT/Engineering

Tools

Zendesk

Freshdesk

ServiceNow

Job description

Canada Controls, a business unit of Cochrane Supply & Engineering, is an award-winning, internationally recognized smart building controls distributor as a source of Building Automation Systems and IIoT products. Representing more than 100 of the industry’s top manufacturers, Canada Controls’ huge selection of products blend innovation and solutions for customized facility management and improved building efficiency when it comes to HVAC, security, energy, lighting, gas-detection and more!

Canada Controls continues to grow as we seek a Tech Support Specialist in the Greater Toronto Area.

The Technical Support Specialist is a hands-on technical support role for building controls. This position operates phones and the technical support ticket queues, live troubleshooting with technicians and escape to manufacturers with product issue. Time is spent in labs bench-testing controllers, reproducing customer issues, staging and commissioning equipment before it ships, and building out demo setups. Other duties include, but not limited to:

• Provide technical support by phone, email, and ticketing system to contractors, system integrators, building owners, and end users.
• Troubleshoot Niagara Framework issues - station configuration, drivers, points, histories, alarms, licensing, and platform/upgrade problems
• Support customers on other building controller programming and configuration tools we distribute
• Diagnose field wiring and communication problems: power, terminations, shielding, grounding, daisy-chain and termination issues on RS-485 networks
• Troubleshoot IP networking as it applies to controls - addressing, subnets, VLANs, port forwarding, remote access, and BACnet/IP behavior on customer networks
• Bench-test, stage, configure, and commission controllers and gateways before they go out the door
• Reproduce reported issues in the lab and document root cause and resolution
• Escalate confirmed product defects to manufacturers and track them through resolution
• Document solutions in our internal knowledge base so the answer exists the next time
• Support our sales and inside sales teams with technical product questions, compatibility checks, and part selection
• Assist with customer training sessions, lunch-and-learns, and product demonstrations
• Occasional travel to customer sites within the region for on-site troubleshooting or startup support
• Other duties as assigned

***THIS IS NOT A SOFTWARE DEVELOPMENT POSITION. This position(team) supports HVAC controls and controls software - wiring, networks, protocols, commissioning, and the software tools our customers use to run their buildings.***

This is a full-time position working 40 hours per week on weekdays 7:30a - 5:00p. This role combines desk-based support work at our branch Mississauga, ON with hands-on bench and lab work, plus occasional site visits.

Required Qualifications:

• Bachelor's degree or equivalent experience with Information Technology/Systems, Computer/Data Science, Information Systems, Engineering, or related field.
• General networking fundamentals - TCP/IP, subnetting, and serial-based communications (RS-485/RS-232).
• Proficient on Windows platforms.
• Strong verbal and written communication — you can walk a technician through a fix over the phone without losing them.
• Ability to quickly learn and retain a working knowledge of new software, products and concepts.
• Valid driver's license.

Preferred Qualifications:

• 1-3 years minimum in technical support, field service, or another customer-facing technical role
• HVAC Controls or Building Automation Systems experience — installing, commissioning, servicing, or supporting them
• Working knowledge of low-voltage control wiring: reading wiring diagrams and submittals, terminations, troubleshooting with a multimeter
• Niagara Framework experience (Niagara 4 certification a strong asset)
• Familiarity with building controls protocols — BACnet, LonWorks, Modbus
• Experience with any major BAS platform: Distech, Honeywell, Johnson Controls, Siemens, Delta, Reliable Controls, KMC, or similar
• HVAC mechanical background — knowing how an AHU, VAV box, chiller, or boiler actually sequences
• Electrical or trade certification (309A, 442A) or HVAC certification (313A/313D, G2/G3)
• Building Niagara graphics and dashboards, or setting up trends, histories, and reports
• Light scripting or database familiarity (SQL queries, CSV/point-list manipulation) for data and reporting tasks
• Experience with ticketing systems (Zendesk, Freshdesk, ServiceNow or similar)
• Prior experience in controls distribution or as a controls contractor

This is a salary position, paid bi-weekly, ranging between $80,000 - $100,000 per year. Starting salary wage is negotiable and based on qualifications experience.

Canada Controls division offers competitive benefits packages including

• health, dental, and vision with Desjardins
• long-term disability
• life insurance
• tuition reimbursement
• assistance programs
• profit sharing
• vacation
• public holidays

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All employment opportunities with Canada Controls are contingent based upon completed satisfaction on our onboarding. Any candidate accepting a job offer for employment are subject to a full background check on employment history, criminal record, and sex offenders list. Candidates will not automatically be barred from employment with Cochrane Supply with any information that is shared including any pending and convicted felonies or misdemeanors.

Canada Controls is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Canada Controls participates in E-Verify. Established documentation including valid identification and employment authorization will be provided to the DHS and SSA with a completed Form I-9 to confirm authorization to work in the United States.