Overview

Joe Apps Technology Support

Joe Apps Technology Support is an elite team of IT professionals who are dedicated to providing the highest level of technical

support to our clients. Comprised of experts in various fields such as network infrastructure, software development,

cybersecurity, and customer service, our team is equipped to handle any issue that arises.

We understand the importance of responsiveness, and always strive to resolve issues as quickly and efficiently as possible. Our

proactive approach allows us to identify and resolve potential issues before they become major problems, minimizing downtime

and maximizing productivity.

We are dedicated to providing excellent service and support to our clients.
We strive to be at the forefront of technology and to constantly improve our products and services.
We conduct ourselves with honesty and transparency in all we do.

Website:                                      www.joeapps.ca

Location of Work:                     3390 South Service Road, Suite 202, Burlington, ON, LN7 3J5

Title of Position:                       On-Site Technician – User Support Technician

Vacancies:                                   1

Type of Position:                       Permanent, full time

Job Duties:

Technical Troubleshooting:

Diagnose and resolve hardware and software issues for end-users on-site.

Investigate and troubleshoot network connectivity problems.

Hardware Maintenance:

Install, configure, and upgrade computer hardware components.

Perform routine maintenance on workstations, printers, and other peripheral devices.

Software Support:

Install, update, and troubleshoot operating systems and software applications.

Provide assistance with software-related issues, including user training when necessary.

User Assistance:

Offer hands-on support to end-users with technology-related problems.

Educate users on basic computer operation and best practices.

Remote Assistance:

Collaborate with remote support teams to address complex technical issues.

Utilize remote access tools to provide assistance to off-site users.

Security Measures:

Implement and enforce security protocols, including antivirus updates and system patches.

Educate users on best practices for data security and privacy.

Documentation:

Maintain accurate records of hardware and software inventory.

Document troubleshooting procedures and solutions for future reference.

Peripheral Setup:

Configure and install peripherals such as printers, scanners, and external storage devices.

Ensure compatibility and functionality of additional hardware components.

IT Infrastructure Support:

Assist in the setup and maintenance of local network infrastructure.

Collaborate with network administrators to resolve connectivity issues.

Customer Service:

Provide excellent customer service by addressing user concerns promptly and professionally.

Communicate effectively with non-technical users to understand and resolve their issues.

Training and Workshops:

Conduct training sessions and workshops to enhance end-users’ IT literacy.   Stay updated on emerging technologies to provide relevant training.

Backup and Recovery:

Implement and monitor data backup solutions.

Assist in data recovery processes in the event of system failures.

Compliance and Policies:

Ensure that IT activities comply with company policies and industry regulations.   Stay informed about changes in technology and security standards.

Collaboration:

Collaborate with other IT professionals and departments to achieve organizational goals.

Provide input for IT-related projects and initiatives.

Emergency Response:

Respond to IT emergencies promptly and effectively.

Implement disaster recovery plans as needed.

Work conditions and Physical Capabilities:

Physical Demands:

Requires the ability to lift and move computer equipment, servers, and other hardware.

May involve prolonged periods of standing, walking, or working in confined spaces.

Environment:

Work is performed indoors, often in office or data center environments.

Exposure to server rooms, networking equipment, and other technical spaces is common.

Equipment:

Uses a variety of tools and equipment for troubleshooting, repair, and ‘installation of hardware and software.   Requires knowledge of and adherence to safety protocols when handling technical equipment.

Autonomy:

May work independently, but often collaborates with a team or reports to a supervisor or manager.

Must be able to make decisions and prioritize tasks based on the urgency and impact on operations.

Skills, Experience and Education Required:

Skills:

Technical Proficiency:

Strong knowledge of computer hardware, software, and operating systems.

Familiarity with networking principles, protocols, and troubleshooting.

Problem Solving:

Ability to analyze and solve technical problems efficiently.

Strong troubleshooting skills to diagnose and address hardware and software issues.

Customer Service:

Excellent interpersonal and communication skills for interacting with end-users.

Patience and the ability to explain technical concepts to non-technical users.

Adaptability:

Flexibility to work in dynamic environments and adapt to changing priorities.

Ability to learn quickly and stay updated on new technologies.

Attention to Detail:

Meticulous approach to diagnosing and resolving technical issues.

Thorough documentation of troubleshooting steps and resolutions.

Communication:

Clear and concise communication, both written and verbal.

Ability to convey technical information to individuals with varying levels of technical expertise.

Team Collaboration:

Ability to work effectively as part of a team with other IT professionals.

Collaboration with different departments to address technical needs.

Time Management:

Effective time management skills to prioritize tasks and meet deadlines.

Capacity to handle multiple issues concurrently.

Security Awareness:

Understanding of basic cybersecurity principles.

Adherence to security policies and protocols.

Experience:

Technical Support Experience:

Previous experience in providing technical support, either onsite or remotely.

Exposure to a variety of hardware and software configurations.

Customer-Facing Roles:

Experience in roles involving direct interaction with end-users or clients.

Handling customer inquiries, resolving issues, and providing technical guidance.

Troubleshooting:

Proven experience in troubleshooting hardware, software, and network-related problems.

Successful track record of resolving technical issues efficiently.

Hands-On Experience:

Practical experience in configuring, installing, and maintaining computer systems and peripherals.

Exposure to server room equipment and data center environments is a plus.

Education:

Educational Background:

A post-secondary degree in information technology, computer science, or a related field is advantageous.

Certifications:

Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate can enhance credibility.

Industry-specific certifications based on the technologies and systems used by the employer.

Willingness to pursue ongoing training and education to stay updated on emerging technologies and industry trends.

Wage, hours, and benefits:

• $25.64 – $27.00 (To be Negotiated), 5 days per week, 40 hours per week. Overtime after 44 hours per week.

• Disability Insurance, Dental Insurance, Extended Medical Insurance, 4% Remuneration

To apply send resume and cover letter to: admin@joeapps.ca