Technical Support Representative (It)

WHAT DO WE DO?

We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

THE ROLE

We are seeking a motivated and customer-focused individual to join our technical support team as a Technical Support Representative. In this role, you will be responsible for providing technical assistance and support to customers using our products, including ERP systems, Windows 10 and 11, Microsoft Office Suite, and Zoom. You will work closely with our senior technical support team members to resolve complex technical issues and ensure customer satisfaction.

Duties & Responsibilities

• Prepare an FAQ document and help sheet for users, detailing common errors and issues, and provide advice on resolving them.
• Assist with user onboarding and offboarding processes.
• Continuously improve technical knowledge and skills through ongoing training and professional development opportunities.
• Manage incoming support inquiries through a helpdesk ticketing system. Document and track customer interactions, technical issues, and resolutions in the support ticketing system.
• Escalate complex issues to senior technical support representatives or other appropriate teams.
• Maintain accurate records of IT assets and equipment inventory.
• Provide first and second-tier technical support for hardware, software, and network-related issues. Systems to include but not limited to ERP , Windows 10 and 11, Server management, user administration, Microsoft Office Suite, Office 365, phone system and Zoom.
• Guide staff through troubleshooting processes to resolve technical problems.
• Configure, install, and manage corporate devices, including workstations, laptops, printers, phones, handheld terminals, and tablets.
• Identify and diagnose software and hardware issues reported by staff.
• Stay updated on the latest features and IT trends.

Requirements

QUALIFICATIONS

Essential:

• Minimum of 3 years experience in a technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and troubleshooting skills.
• Patience and empathy when dealing with customers, especially those with limited technical knowledge.
• Ability to work independently as well as collaboratively in a team environment.

Desirable:

• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus.

WORK ENVIRONMENT

• Daily inter-departmental/branch communication via telephone calls, emails, and virtual meetings
• This position is a hybrid home/office environment.
• Fast-paced environment in a dynamic competitive industry
• Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Benefits

Canadian founded and owned, John Brooks Company has doubled in size in the last 7 years to over 200 employees across the country. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter! If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

WHAT’S IN IT FOR YOU?

• Annual health & wellness subsidy
• Company Group RRSP with employer matching
• Competitive vacation
• Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision
• Competitive remuneration including base salary + incentive
• Paid personal day program
• Company provided iPhone and laptop

FUN FACTS

• The average employee tenure is 11 years
• We regularly host social events and gatherings to foster togetherness and fun
• We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays

We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate’s request.