ABOUT US

PF Software is a small and growing software and IT services consultancy based in Burlington, Ontario. We support a diverse customer base across manufacturing, distribution, and professional services. Our team members have the opportunity to work with a broad range of technologies and are encouraged to continue developing their technical and professional skills.

COMPENSATION

$52,000-$75,000 based on experience

GENERAL

PF Software Inc. is currently seeking a technical support representative to help support our diverse customer base. This position will include supporting users who are using our own software, as well as supporting IT infrastructure, and cloud-based solutions. This is a customer-facing role and so will involve interacting with customers via phone, email and face-to-face. The successful candidate will have:

- Good attitude. Willingness to learn.
- Strong hypothesis‑driven troubleshooting skills, including the ability to form, prioritize, and test potential causes to efficiently identify root issues.
- Ability to interpret and troubleshoot imprecisely or inaccurately described user issues by applying contextual knowledge of the customer’s environment, tools, and working patterns.
- Good communication skills. Ability to write succinct, articulate emails that answer the client’s problem and convey information accurately with an appropriate level of technical detail.
- Lightweight project management skills, including the ability to plan, prioritize, and execute minor projects from start to completion.
- Ability to manage time effectively and work with a reasonable degree of autonomy, using available time to contribute to projects, proactive improvements, and learning when not actively handling tickets.
- Good phone skills. Pleasant demeanor, polite, professional. Ability to put calls on hold, transfer calls, etc.
- Ability to take screen shots, resize and crop to appropriate sizes to show context.



Ability to annotate screen shots with arrows, boxes, text.
- Office applications: General proficiency with Word, Excel. Ability to use style sets, modify styles and prepare “How To” style documents using Word.
- Must have a G2 or G driver’s license.
- Professional demeanor and strong customer‑service orientation, including appropriate business‑casual appearance for client‑facing work.

RESPONSIBILITIES

- Monitor ticketing system, email, and phone during regular business hours
- Respond to and deal with support tickets as they arrive
- Ability to triage tickets and prioritize accordingly
- Assign tickets to other team members when outside of own skill set
- Perform regular daily, weekly, and monthly tasks including installing updates, testing backups, etc.
- Liaise with the support departments of 3rd parties used by our customers such as their internet service provider, software companies, EDI providers, etc.
- Liaise with PF Software’s suppliers, subcontractors, and other business partners

TECHNICAL SKILLS REQUIRED

General knowledge about computers, operating systems, etc. including:

- Ability to troubleshoot and replace components such as RAM, hard drive, etc.
- Ability to use disk duplication tools to clone hard drives
- Ability to update firmware including BIOS/UEFI
- Ability to install operating systems from scratch

TCP/IP based networking, including:

- Physical parts of a network (ethernet, switches, routers, APs)
- Working understanding of IP address, subnet masks, CIDR




- Working understanding of DHCP and DNS
- Working understanding of TCP ports, port forwarding
- Working understanding of VPNs
- Familiarity with Ubiquiti (UniFi) networking equipment
- Should be able to terminate an ethernet cable

Windows-based networking, including:

- Joining recent computers to Active Directory domain
- Understanding shared folders, mapped drives, etc.
- Ability to configure file permissions under NTFS
- Ability to add/remove users and/or groups in Active Directory
- Working understanding of domain policies
- Automate tasks through scripting including PowerShell, VBScript, Windows batch files
- Create new VMs and install operating systems under Hyper-V

Microsoft 365:

- Ability to administer Microsoft 365 tenants including adding/removing users, licenses, etc.
- Ability to work with hybrid on-prem/cloud-based environments using Microsoft Entra Connect (formerly Azure AD Connect)
- Ability to use Autopilot to enroll computers in Microsoft Intune
- Ability to create policies and deploy software via Intune
- Strong understanding of Microsoft 365 fundamentals including security best practices.
- Microsoft Modern Workplace certification an asset.

Internet-based skills, including:

- Ability to register a domain name
- Ability to configure public DNS with leading DNS providers and domain registrars
- Ability to troubleshoot issues such as: unresolvable domain names, expired domain, names, Understands what WHOIS is and when you would use it
- Ability to configure a website under IIS an asset
- Ability to configure a website under Apache an asset
- Ability to install WordPress via SSH an asset
- Ability to renew an SSL certificate and install under Linux and/or Windows an asset

Pay: $40,851.57-$82,276.43 per year

Benefits:

- Mileage reimbursement
- On-site gym
- On-site parking
- Paid time off

Work Location: In person

📌 IT Support Technician (Canada)
🏢 PF Software
📍 Canada