Technical Support Representative

About John Brooks Company

John Brooks has been providing solutions in fluid handling for over 80 years, serving a variety of industries across Canada with engineered products and innovative systems primarily involving filtration, pumps, spray, and valve products.

Job Overview

This Technical Support Representative position in Mississauga, Ontario, offers an opportunity to provide comprehensive technical assistance to customers and internal users, supporting hardware, software, and network systems, including ERP platforms, Windows 11, Microsoft Office Suite, and Zoom. The role reports to the Manager, Enterprise Business Systems, and involves collaboration with senior technical teams to address intricate technical problems and maintain high customer satisfaction.

Key Responsibilities

• Deliver first and second-level support for hardware, software, and network challenges, covering systems like ERP, Windows 11, server administration, user management, Microsoft Office Suite, Office 365, phone systems, and Zoom.
• Install, configure, and maintain corporate devices such as workstations, laptops, printers, phones, handheld terminals, and tablets.
• Support onboarding and offboarding of users, managing account provisioning and device setup/removal.
• Maintain detailed records of IT assets and equipment inventory to ensure accountability.
• Handle incoming technical support requests through a helpdesk ticketing platform, document user interactions and technical issues, and monitor resolution progress.
• Create user-friendly FAQ documents and help sheets addressing common errors and resolutions.
• Diagnose software and hardware problems reported by staff, guiding users through troubleshooting steps.
• Escalate complex issues to senior support personnel or other relevant departments as necessary.
• Stay informed about new IT trends, product features, and continuously develop technical skills through training.

Qualifications and Experience

• Diploma from a college in a related discipline with at least three years’ experience in technical support involving troubleshooting and ticketing system usage.
• Solid troubleshooting and support expertise for Windows 11, Microsoft Office Suite, Office 365, ERP systems, and communication platforms like Zoom.
• Experience with user account management via Active Directory, permissions handling, server basic administration, and system configuration.
• Proficiency in diagnosing and repairing issues with workstations, laptops, printers, phones, handheld terminals, and tablets.
• Capability to resolve network-related challenges, including connectivity and VPN setup/troubleshooting, plus phone system issues.
• Comfortable using helpdesk ticketing systems (e.g., ServiceNow, Zendesk) to track and resolve issues.
• Excellent documentation skills and ability to communicate resolutions clearly through multiple channels.
• Customer-focused with the ability to maintain calm, empathy, and patience when interacting with users.
• Experience managing IT asset inventories and maintaining up-to-date records.
• Commitment to staying current with evolving IT technologies and features.
• Professional demeanor and collaborative teamwork approach.

Preferred Qualifications

• Relevant IT certifications such as CompTIA A+, Microsoft Certified Professional, or equivalents are advantageous.

Work Environment and Additional Details

• The role operates in a fast-paced, competitive sector with frequent communications via phone, email, fax, and virtual meetings.
• Expect to manage deadlines, competing priorities, multitasking demands, and interruptions regularly.

Compensation and Benefits

• Salary range between $57,000 to $62,000 annually.
• Competitive vacation allotments and paid personal days.
• Comprehensive benefits covering medical, dental, paramedical, and vision care.
• Group RRSP with company contributions.
• Annual health and wellness subsidies.

Company Culture and Inclusion

• Average employee tenure is nine years, reflecting a stable work environment.
• Recognition programs exist for service milestones and achievements.
• Social events promote team engagement and a positive culture.
• Committed to equitable hiring practices and providing accommodations throughout recruitment.