WHAT DO WE DO?
We create solutions for the people who keep our world flowing.

Department: IT

Location/ Territory: Mississauga, ON

This role is for an existing vacancy.

THE ROLE
The Technical Support Representative, reporting to the Manager, Enterprise Business Systems, is responsible for providing technical assistance and support to customers using our products, including ERP systems, Windows 11, Microsoft Office Suite, and Zoom. This role will work closely with our senior technical support team members to resolve complex technical issues and ensure customer satisfaction.

Duties & Responsibilities

Provide first and second-tier technical support for hardware, software, and network-related issues. Systems to include but not limited to ERP, Windows 11, Server management, user administration, Microsoft Office Suite, Office 365, phone system and Zoom

Configure, install, and manage corporate devices, including workstations, laptops, printers, phones, handheld terminals, and tablets

Assist with user onboarding and offboarding processes

Maintain accurate records of IT assets and equipment inventory

Manage incoming support inquiries through a helpdesk ticketing system. Document and track customer interactions, technical issues, and resolutions in the support ticketing system

Prepare an FAQ document and help sheet for users, detailing common errors and issues, and provide advice on resolving them

Identify and diagnose software and hardware issues reported by staff

Guide staff through troubleshooting processes to resolve technical problems

Escalate complex issues to senior technical support representatives or other appropriate teams

Stay updated on the latest features and IT trends

Continuously improve technical knowledge and skills through ongoing training and professional development opportunities

QUALIFICATIONS

College Diploma in a related field and a minimum of 3 years of experience providing technical support, troubleshooting issues, and managing requests through a ticketing system





Proficiency in troubleshooting and supporting common software, including Windows 11, Microsoft Office Suite, Office 365, ERP systems, and phone systems like Zoom

Competence in user account management (Active Directory, user permissions), server management (basic admin tasks), and handling system configurations.

Ability to diagnose and repair issues with workstations, laptops, printers, phones, handheld terminals, and tablets Ability to resolve network issues, including connectivity problems, VPN setup/troubleshooting, and phone system issues (Zoom, etc.)

Skilled in setting up, configuring, and managing corporate devices (e.g., laptops, workstations, tablets)

Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Zendesk) for managing and tracking support tickets, issues, and resolutions

Strong troubleshooting skills to walk users through issues, diagnose problems, and apply solutions step-by-step

Strong skills in documenting issues, resolutions, and user interactions in ticketing systems, and conveying solutions through email, chat, or phone support

Ability to provide high-quality, customer-focused support

Ability to stay calm, empathetic, and patient when dealing with frustrated or confused users

Ability to efficiently manage the setup and removal of user accounts, devices, and access permissions

Ability to maintain accurate and up-to-date records of IT assets, equipment, and inventory, ensuring accountability and readiness

Ability to keep up with new features, tools, and IT trends, ensuring the team remains knowledgeable about the latest technologies and systems

Customer service orientation with a professional demeanor





Demonstrates collaborative work approach and ability to work

Desirable

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

WORK ENVIRONMENT

Fast-paced setting in a energetic competitive industry

Daily customer and inter-departmental/branch communication via telephone calls, faxes, emails, and virtual meetings

Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

BENEFITS
At John Brooks Company, our People First value is at the heart of everything we do. As a Canadian founded and owned company with more than 200 employees across the country, we are committed to creating opportunities for our team members to learn, grow, and advance their careers. We value entrepreneurial thinking, initiative, collaboration, and innovation, and we encourage employees to bring forward current ideas and take ownership of their development. As we continue to grow, we remain proud to support internal mobility and provide opportunities for employees to build rewarding careers within the organization.

WHAT'S IN IT FOR YOU?

Competitive remuneration ($57,000-$62,000)

Competitive vacation

Paid personal day program

Generous benefits package that includes coverage for things like medical, dental, paramedical, and vision

Company Group RRSP with employer matching

Annual health & wellness subsidy

FUN FACTS

The average employee tenure is 9 years

We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays

We regularly host social events and gatherings to foster togetherness and fun

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.

We use automated tools, including artificial intelligence, to help review applications efficiently. Human decision makers remain responsible for all hiring decisions

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📌 Technical Support Representative (Ontario)
🏢 John Brooks
📍 Ontario