Device Technology Technical Support Specialist

Accountabilities

• • Solution implementation and support: Configure, implement, test, upgrade, and support print, scan, fax, document management, secure-print, document-capture, print-management, and workflow solutions.
  • Technical troubleshooting: Diagnose and resolve issues involving hardware, software, connectivity, networks, operating systems, applications, cloud services, and business workflows, ensuring cases are thoroughly documented and followed through to resolution.
  • Installation and deployment: Support customer installations, upgrades, configuration activities, testing, post-implementation support, and on-site technical requirements when needed.
  • Case and escalation management: Prioritize technical cases, coordinate complex issues with internal specialists, manufacturers, vendors, and subject-matter experts, and ensure appropriate communication and follow-up.
  • Customer and partner support: Provide timely, professional technical assistance to customers, channel partners, and internal teams, while participating in customer meetings, technical reviews, implementation planning, and solution discussions.
  • Training and knowledge sharing: Deliver product, solution, and troubleshooting training and create practical technical documentation, configuration guides, knowledge articles, and troubleshooting procedures.
  • Continuous improvement: Identify recurring technical issues, perform root-cause analysis, and recommend improvements to products, processes, documentation, standards, and support practices.
  • Administration and compliance: Maintain accurate records of support activity, projects, training, escalations, resolutions, and follow-up actions while complying with customer policies, security requirements, safety procedures, service standards, and escalation processes.
  • Technology awareness: Stay current with relevant developments in print technology, cloud services, cybersecurity, networking, document workflows, and technical-support practices.

  Requirements

  • Experience: 5+ years of experience in field service, technical support, systems administration, or solution implementation, preferably involving office toner-based equipment.
  • Print and workflow expertise: Experience supporting print management, managed print, document workflows, business-process solutions, or enterprise content-management environments.
  • Device knowledge: Strong understanding of multifunction printers, print drivers, print servers, scanning, faxing, secure print, fleet management, document capture, and workflow technologies.
  • IT fundamentals: Working knowledge of Windows desktop and server environments, Microsoft Office, networking, TCP/IP, authentication, cloud-based services, and foundational security concepts.
  • Technical problem-solving: Demonstrated ability to troubleshoot complex technical issues, manage multiple support cases, prioritize effectively, and independently drive problems through to resolution.
  • Implementation skills: Experience with solution configuration, testing, deployment, upgrades, and post-implementation support.
  • Training and documentation: Ability to deliver technical demonstrations and training and translate technical information into clear documentation and knowledge-transfer materials.
  • Communication: Strong written, verbal, and interpersonal skills, with the ability to explain technical concepts clearly to non-technical audiences.
  • Collaboration: Comfortable working with customers, channel partners, vendors, internal technical teams, and other cross-functional stakeholders.
  • Customer orientation: Strong relationship-building skills and a commitment to delivering responsive, professional, and high-quality customer experiences.
  • Work style: Able to work independently in a remote environment, manage priorities effectively, and travel regularly for customer and on-site requirements.

  Benefits

  • Competitive salary: CAD $80,000–$97,000 annual base salary, depending on qualifications and relevant experience.
  • Performance bonus: Eligibility for an annual performance-based bonus under the applicable corporate performance plan.
  • Comprehensive health coverage: Extended health, dental, and vision benefits.
  • Retirement benefits: Defined contribution pension plan.
  • Paid time off: Paid vacation, personal days, and sick days.
  • Wellness support: Access to wellness programs designed to support overall employee well-being.
  • Product discounts: Employee discounts on company products.
  • Remote work: Fully remote position within Canada.
  • Flexible working environment: Standard 37.5-hour workweek, with occasional overtime when business needs require it.
  • Travel variety: Regular travel provides opportunities to work directly with customers and partners across different environments.