User Support Technician

Location

Mississauga, Ontario, Canada

Education

Requires a college diploma.

Job Responsibilities

• Engage directly with users, both online and face-to-face, to gather detailed information about technical problems and document these incidents clearly.
• Use manuals, knowledge bases, and vendor resources to investigate and apply effective solutions.
• Replicate and diagnose issues reported by users related to hardware, software, or connectivity and work towards resolving them.
• Provide coaching and training to users aimed at empowering them to manage or avoid common technical issues.
• Offer tailored support for business systems, networks, and internet services based on user needs.
• Keep thorough records of issues and remedies to assist other support staff members.
• Participate in application and software redesign initiatives by sharing practical frontline feedback.
• Potentially oversee and guide junior support team members.

Requirements

• A college diploma in computer science, programming, or network administration is generally expected.
• Additional coursework in programming or network administration is frequently required.