Technical Support Technician

ESG Solutions; Kingston; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading technology solutions company is seeking a Technical Support / Field Technician to join their Mining team. This dynamic role involves providing customer support, traveling to remote locations to install and maintain monitoring systems, and collaborating with engineering teams. Ideal candidates will have a relevant engineering diploma and 2+ years in technical support, complemented by strong troubleshooting and communication skills.

Qualifications

• 2+ years in technical or customer support.
• Experience in fieldwork within mining or petroleum services is an asset.
• Strong troubleshooting skills in hardware, software, and networking.

Responsibilities

• Serve as the first point of contact for client technical support inquiries.
• Travel to remote sites to install and maintain microseismic monitoring systems.
• Train industry personnel on the use of instrumentation.

Skills

Troubleshooting

Communication

Problem-solving

Customer-focused

Education

Diploma or higher in Computer, Electrical, Electronics, Instrumentation, Mechanical, Petroleum, or Mining Engineering Technology

Tools

Zendesk

Windows OS

Microsoft Office

Job description

About the Role

Are you passionate about solving technical problems and delivering exceptional customer service? We are seeking a Technical Support / Field Technician to join our Mining team. In this dynamic role, you will be the first point of contact for customer technical support requests, using tools like Zendesk to ensure timely and high-quality service. You will also travel to remote locations to install and maintain cutting-edge microseismic monitoring systems.

This is a great opportunity for someone who thrives in a customer-facing role, enjoys hands-on technical work, and is excited about travel and fieldwork.

Key Responsibilities

• Serve as the first point of contact for client technical support inquiries
• Manage and prioritize support tickets using Zendesk
• Train industry personnel on the use of instrumentation
• Maintain and update technical documentation and knowledgebase articles
• Travel to remote sites to install and maintain microseismic monitoring systems
• Collaborate with Engineering and Software teams to stay current on technology and system updates
• Provide feedback and recommendations based on customer interactions
• Install ESG’s proprietary software, upgrades, servers, and data acquisition equipment
• Participate in scheduled after-hours emergency support coverage
• Assist in training new hires on technical support procedures

What You Bring

Education:

• Diploma or higher in Computer, Electrical, Electronics, Instrumentation, Mechanical, Petroleum, or Mining Engineering Technology

Experience:

• 2+ years in technical or customer support; fieldwork in mining or petroleum services is an asset
• Must be at least 21 years old
• Must be able to travel the US and other locations
• No felony convictions
• Proficient with Windows OS, Microsoft Office, and application installation
• Strong troubleshooting skills in hardware, software, and networking
• Experience with Ethernet communication and networking

Competencies:

• Strong problem-solving and communication skills
• Customer-focused with a proactive and respectful approach
• Ability to multitask and manage time effectively
• Team player with a drive to meet deadlines and exceed expectations
• Excellent written and verbal communication skills

If you are ready to take your technical skills to the next level and make a real impact in the mining industry, we would love to hear from you!