Job Overview
We are seeking a dedicated and knowledgeable Technical Support Coordinator to join our IT support team. This role involves providing expert assistance to end-users, troubleshooting technical issues, and ensuring seamless operation of computer systems and network infrastructure. The ideal candidate will possess strong communication skills, a solid understanding of various operating systems, and experience with IT support tools. This position offers an opportunity to work in a dynamic environment supporting diverse technical needs across the organization.
Duties
- Provide technical support to end-users via help desk channels, resolving issues related to hardware, software, and network connectivity.
- Troubleshoot and resolve problems involving Windows, macOS, Linux operating systems, and associated applications.
- Assist with desktop support tasks including software troubleshooting, hardware repairs, and system configurations.
- Manage service requests using tools such as ServiceNow, Jira, BMC Remedy, ensuring timely resolution and documentation.
- Support computer networking issues including LAN configuration, firewall settings, VPN access, and operating system integration.
- Configure and maintain software applications including Microsoft Office suite and other enterprise tools.
- Monitor network security protocols and assist with firewall management to ensure data protection.
- Collaborate with team members to escalate complex issues and ensure customer satisfaction through effective communication.
- Maintain accurate records of support tickets and resolutions for continuous improvement of IT services.
Skills
- Strong knowledge of operating systems including Windows, macOS, and Linux environments.
- Experience with VPN setup and management for secure remote access.
- Familiarity with network concepts such as LAN configuration, firewalls, and computer networking fundamentals.
- Proficiency with IT support tools such as ServiceNow, Jira, BMC Remedy for ticketing and issue tracking.
- Ability to troubleshoot software issues related to desktop applications and enterprise systems.
- Knowledge of computer hardware components and basic repair techniques.
- Excellent communication skills for effective customer service and technical explanations.
- Experience supporting help desk operations in a fast-paced environment.
- Understanding of security protocols including firewall management and network security best practices.
Responsibilities
- Technical Support Representative will develop comprehensive technical knowledge pertaining to all products related to Critical Care, Perinatal and Cardiology. Through this knowledge all TSRs will be in a position to repair and advise our customers on the technical operation of their equipment.
- In addition to the above responsibility, TSR positions may additionally, based on geography, market or management discretion be given a focus on all products.
- Product-installation, in-service assistance, demos, technical training, upgrades, troubleshooting, inventory management, service and prompt call completion.
- Actively promote new service contract and renewals, along with promotion of supplies and accessories and working with account managers where needed to close orders.
- Project a professional image at all times to the customer.
- Provide continuous feedback from customers to Upper Management, Sales and Technical Support.
- Effectively utilize company provided communication tools (i.e. voice mail, e-mail).
- Update technical and applications knowledge on an ongoing basis and excel in any required training class.
- Submit timely and accurate paperwork including work orders, expenses, QMS reports, and memos.
- Identify customer product deficiencies and take appropriate action to correct including notifying management.
- Learn of and report on competitive activities, including pricing, promotions, policies, personnel and new products.
- Maintain assigned company property and keep manuals and bulletins updated.
- Adhere to all company policies, procedures and comply with all safety and regulatory requirements.
- Willing to travel to local and remote areas to service customers and attend trade shows.
- Exhibit financial and resource management responsibilities at all times.
- Always exhibit the highest integrity.
- Successful prioritization of changing requests.
- Carry a cell phone to provide Customers with 24/7 coverage.
- Is responsible for achieving territory revenue and margin targets as assigned by Management.
- Ensure that company vehicle is clean and regularly maintained at all times consistent with fleet requirements.
- Maintain demo inventory in saleable condition, including proper storage, movement and record keeping. Inventory should be sold after six months or as directed by service manager.
- Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
- Demonstrate behavior consistent with the company’s Code of Ethics and Conduct..
- It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
- Duties may be modified or assigned at any time to meet the needs of the business.
Qualifications
- Diploma in Biomedical Engineering is required.
- Relevant field service experience in medical device/hospital setting, preferred.
- Fluent in French and English, both written and verbal.
- Network and related IT infrastructure and Server related experience is an asset.
- Up to 50% regional travel is required: Spacelabs Healthcare (Canada) will provide a company car, expenses, training, and tools. Criminal Background check and driver history check will be required prior to starting.
- Travel to the U.S. for training will be required – likely 6-8 weeks in total for the first 12 months.
- Strong personal PC, technical troubleshooting and good business acumen.
- MS office Suite, CRM, Call Management Systems (Resco).
- Carry a cell phone to provide Customers with 24/7 coverage.
- This job description is to be used as a guide for accomplishing company and department objectives and only covers the primary functions and responsibilities of the position. It is not to be misconstrued as an all-encompassing list of duties.
This role is ideal for individuals passionate about technology support who thrive in problem-solving environments while delivering exceptional customer service.
Pay: $18.00-$22.00 per hour
Work Location: In person
