Senior Technical Support Specialist (Av)

Niagara Falls, ON
Full-time, permanent
Our growing Canadian Owned leader in the systems integration is seeking a skilled Senior Technical Support Specialist to join their team in Niagara Falls, On.
The Role
Reporting to the Service Manager, the Senior Technical Support Specialist will be responsible for responding to customer inquiries with a key focus on performing advanced remote support for our clients. This role requires technical proficiency in remote troubleshooting and isolating issues for integrated systems, including audio, video, access control, digital surveillance, conference, network, room control and home automation systems.
The Ideal Candidate
The ideal candidate will be a team-oriented individual that will require leadership and problem-solving skills. This role plays a pivotal role in the customer service experience by working effectively with external clients and internal Service Team members to ensure that service requests are carried out within the specified timeframe and guidelines outlined in client service level agreements.
With an excellent verbal and written communication skills when collaborating with, directing, and reporting to all external and internal stakeholders regarding the required work tasks, coordination efforts, potential issues, quality assurance, and work progress. The ideal candidate is a member of a key department, that is responsible for the longest relationship within our clients’ journey and maintain an on-going excellent customer service experience.

• PC and network knowledge.
• Ability to think and work independently with keen attention to detail.
• Analytical and problem-solving/troubleshooting abilities with deductive reasoning skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Dexterity to operate hand and power tools, a computer keyboard, mouse, and to interact with other office equipment.
• Extensive experience working in a team-oriented, collaborative environment.
• Leadership and mentor other members of the Service team, as well as field resources
• Excellent written and oral communication skills, including strong interpersonal and customer service skills.
• A teachable disposition and a willing attitude towards continuing education.
• Bondable and have a clean record for Level 3 security clearance.
• Experience in reading/understanding architecture, electrical, structural & AV systems drawings.
• Proficient working skills with Microsoft Office Products.
• 10+ years’ experience in leading, and developing technicians in systems installation, integration, testing, troubleshooting, and commissioning, and system support is required.
• Demonstrable knowledge of audio, video, control, lighting and networking systems and standards.
• High school diploma or GED is required.
• Familiarity with mobile applications and tools.
• Experience interfacing with builders, trades, consultants, tech support, end users.
• Must hold a valid G-level Ontario driver’s license.
• Ability to lift and transport moderately heavy equipment (up to 50 pounds).
• Operation of ticket-based ERP systems.
• Physically able to walk, sit, stand, stoop, bend, reach, climb ladders, work from elevated scaffolding and mobile lifting platforms, and operate lifting platforms.

Why You Should Join The Team

• Located in the beautiful Niagara Region, Ontario
• Opportunity for career growth and professional development.
• Competitive health benefits.
• Discounts on personal electronics purchases.
• We are a family-based environment, with an experienced team of audio-visual professionals.
• Performance-based incentives and bonuses.
• We offer an opportunity for career growth and professional development.
• $30 to $35 per hour, commensurate with experience.

Your Impact

• Coordinate resources, products, and logistics.
• Troubleshoot advanced systems and work with manufacturers support team to resolve issues.
• Contribute lessons learned to the Company knowledge base.
• Train and develop the Service Team Members on service procedures, systems, and diagnostic techniques.
• Participate in and support the afterhours Technician on-call program.
• Accurately log tickets and resolutions into ERP system; maintain vigilant maintenance of this process.
• Perform other duties as assigned based upon business need.
• Lead the process from service incident to resolution by diagnosing, troubleshooting, and fixing issues at a system and component level.
• Provide technical support and escalation path for key clients, service team members, and field resources.
• Maintain and file all repair records, reports, and other documents as required.
• Interface with external/internal clients, manufacturers, and vendors as needed.
• Prepare tickets for invoicing.
• Recognize and escalate deeper and more complex issues when necessary or other appropriate personnel.
• Identify and solve issues that will impact the integrity of systems – both internal and external.
• Attend client sites to perform diagnostics, troubleshooting and implement fixes, as required.

Thank you for your interest in this job posting.
We look forward to hearing from you.
TalentSphere Staffing Solutions
talentsphere.ca
Canada
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