Overview

Fireball Equipment Ltd. Computer Support Technician Full Time in Edmonton, AB

Fireball Equipment Ltd.

Branch Edmonton AB CA

Position:
Computer Support Technician
Location:
Edmonton, AB

Provide overflow/backup support for the corporate IT helpdesk. Computer Support Technician*. Support and coach the technical sales team and project…

In order for us to better evaluate your skills, please copy and paste the following questions after your cover letter and fill out the answers to the below 3 questions.

1) Describe a project you have worked on that required skills relevant to this position.

2) A computer can ping a device on another subnet, but you cannot establish a telnet connection. You know that the port is open on the device. What are some potential causes of this issue?

3) A windows service needs to write to a file in the program files directory to start. The service is failing to start. How would you go about troubleshooting that problem?

Computer Support Technician

We are looking for someone with a strong technical and IT background to support our commercial fluid management and control systems and their windows-based software. We install fuel management and tank level monitoring systems in mines, fleets and municipalities, primarily across Western Canada. A fuel management system typically consists of a cardlock system with peripherals such as solenoids and meters connected to it. The transactions are authorized, recorded and then uploaded to a central server. In some cases they are transferred to the client’s ERP.

Your role is to support these systems and customers. To be successful in this role you need to be technically fluent, have a strong knowledge of networking fundamentals, be experienced with Windows server environments, and have excellent troubleshooting skills. Related to this, you will coach and support our field service technicians and our project management team around the technical aspects of the equipment and related systems.

Your mandate will be to provide a high level of customer service, promoting and selling our hosted services support contracts, and reviewing data to provide preemptive/proactive support. You will need to have excellent customer service skills with the ability to listen to the customer.

Outcomes :

  • Resolve customer and internal technical issues related to fluid management devices (e.g. cardlocks, tank level monitors, meters) and their supporting software.
  • Listen to the voice of customer then document, implement, and/or escalate changes quickly and effectively.
  • Provide proactive support by analyzing data for anomalies, investigating, and outlining solutions.
  • Promote service contracts to customers.
  • Accurately ticket issues and track their root causes and resolution.
  • Support and coach the technical sales team and project implementation staff.
  • Support and coach customers and Fireball service technicians.
  • Provide overflow/backup support for the corporate IT helpdesk.

Requirements:

  • Strong IT-related customer support skills and experience.
  • Very good written and spoken English language skills are required as this position will. require consultation with team members, clients and presentations to EPCM Engineering companies.
  • Highly personable, able to build effective rapport and maintain professionalism even with frustrated customers.
  • Detail and process focused, keeping meticulous call logs/records and time reporting.
  • Effectively triage and manage incoming support requests.
  • Basic electronics knowledge and troubleshooting.
  • Ability to troubleshoot and resolve Windows software issues on desktops and servers.
  • Experience with Active Directory domains.
  • Ability to provide basic network troubleshooting.
  • Ability to detail and document issues that need to be escalated when missing the skills or capacity to resolve.

Assets:

  • Some functional understanding of low voltage electrical, relays, switching and industrial communications (serial/Modbus)
  • MSSQL setup and installation experience
  • Basic certifications (eg, MCSA, MCP, FCNSA/FCNSP, CompTIA range, etc.)
  • Prior work experience is an asset but we will train.
  • Keenness for numbers and details, ability to recognize patterns, anomalies, and trends.
  • Ability to find and interpret patterns and anomalies in data
  • Drive to understand data and processes
  • Previous help desk expierence

Job Type: Full-time

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Employment Type: Full Time
Location: Edmonton, AB, CA
Posted on: 2018-03-16
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