As a Technical Services Analyst, you are the front line of our client support. You will resolve software, hardware and network issues for mining clients across North America, support system implementations and upgrades, and train client teams when needed. You will own issues from first contact through to resolution, and you will know when to bring in the Technical Lead or a specialist.
What you will do

Provide timely phone, email and remote-access support to existing clients
Triage and own client issues through to resolution, and document every case in our issue-tracking system
Troubleshoot software, hardware and network problems remotely, apply root cause analysis, and record your findings
Escalate complex cases with complete documentation and context
Support implementations and upgrades, mainly through remote preparation and coordination, and travel to site when a project needs extra hands
Deliver one-on-one and classroom training to clients, remotely or on site
Build long-term working relationships with client personnel
Maintain test environments that mirror client systems
Follow our quality, documentation and escalation standards, and feed recurring issues back to the Technical Lead
Work safely, follow all protected work procedures and site requirements, and promote Safety First

What you bring





1–5 years of user and administrator support experience with an enterprise-class software system
Experience with fleet management systems, and high-precision or machine health products
Databases and SQL (advanced administration), with moderate OpenTSDB and InfluxDB
Real-time software systems and mobile computing
Windows networking, virtual machines, and moderate Linux and Windows Server administration
GNSS and Real Time Kinematic (RTK) knowledge
Mining experience or knowledge is an asset
Strong analytical and problem-solving skills, with clear written and verbal communication and presentation skills
Ability to prioritize across competing client needs, and to work well in high-pressure situations, independently and in a team
Diploma or degree in electronics, engineering, computer science, mechatronics or a related IT or mining discipline, or equivalent practical experience, preferably in mining
Valid driver’s license, and a valid passport for occasional site support

Travel: Occasional, up to 25%. This is a remote-primary role, with site travel to support implementations, upgrades or field resource gaps.
Base salary of $80,000- $95,000, commensurate with experience and qualifications.

📌 Technical Services Analyst (Richmond)
🏢 Wenco International Mining Systems
📍 Richmond