Customer and Technical Support Representative

We are looking for a technically strong and hands-on Technical Support Specialist to join our support team. This role will be responsible for providing first-level technical troubleshooting and support for client systems, software applications, computer hardware, and connected imaging devices.
The ideal candidate should be comfortable working directly with clients, remotely connecting to Windows-based systems, diagnosing software and connectivity issues, collecting application and Windows logs, and performing hands-on hardware troubleshooting when required.
The individual should be able to independently investigate an issue, determine whether it is primarily software, hardware, network, or configuration-related, gather the necessary technical information, and either resolve the issue or provide the Software Team with a complete and well-documented escalation.

Job Title: Customer & Technical Support Representative
Position Type: Temporary
Shift Time: 9am-5pm
Work Arrangement: Onsite
Work Location: 10 Kodiak Crescent Ste 120, North York, ON M3J 3G5

Advantages
Competitive pay rate
Contract: 12 months with possibility of extension
Schedule: Monday to Friday
Work Arrangement: Onsite

Responsibilities
Remote Technical Support
•Contact clients to understand and troubleshoot reported technical issues.
•Establish remote connections using TeamViewer, AnyDesk, Remote Desktop, or similar tools.
•Guide clients through the process of providing remote access when required.
•Navigate Windows systems independently and perform initial troubleshooting.
•Reproduce reported issues where possible and document the steps leading to the problem.
•Perform initial troubleshooting before escalating issues to the Software Team.
•Maintain clear and professional communication with clients.

Application & Log Collection
•Locate and collect application logs from designated application folders, including Cellview camera/application folders.
•Access and collect relevant information from Windows Event Viewer.
•Collect system information, error messages, screenshots, configuration details, and other diagnostic information.
•Identify which logs and technical information are relevant to a particular issue.
•Provide complete diagnostic information to the Software Team when escalation is required.
•Clearly document troubleshooting steps and findings.

Windows & Computer Troubleshooting
•Diagnose common Windows operating system issues.
•Troubleshoot application installation, configuration, startup, permissions, driver, and compatibility issues.
•Troubleshoot Windows services, processes, device drivers, and system configuration.
•Identify common causes of application crashes, freezes, errors, and connectivity problems.
•Perform Windows updates and basic system maintenance.
•Troubleshoot USB devices, peripherals, monitors, network adapters, and other computer hardware.

Network & Connectivity Troubleshooting
•Diagnose basic network and connectivity problems remotely.
•Troubleshoot Ethernet/Wi-Fi connectivity and communication between computers and connected devices.
•Check IP configuration, network adapters, connectivity, and basic network settings.
•Use tools such as ipconfig, ping, tracert, and nslookup.
•Determine whether an issue is related to the application, computer, network, or connected hardware.
•Work with clients to verify network connections between imaging devices, workstations, and related systems.

Windows Installation & System Recovery
•Wipe, format, and reinstall Windows on supported laptop and computer systems.
•Prepare older Windows-based devices for deployment or reuse.
•Install required Windows drivers, applications, and system updates.
•Configure computers according to company deployment procedures.
•Perform basic system recovery and troubleshooting when a Windows installation becomes corrupted or unstable.
•Verify that required applications and connected hardware are functioning correctly after reinstallation.

Hardware & Device Support
•Perform basic hands-on hardware troubleshooting and replacement.
•Diagnose whether a reported problem is hardware- or software-related.
•Inspect and troubleshoot cables, USB connections, power connections, adapters, and peripheral devices.
•Replace or adjust components on supported imaging/camera devices where required.
•Perform tasks such as camera lens replacement, cable replacement/reconnection, device inspection, and basic mechanical troubleshooting.
•Understand the relationship between the physical device, computer, drivers, application, and network.
•Escalate hardware problems that require specialized repair or engineering support.

Client Issue Assessment & Escalation
•Act as the initial technical point of contact for client-reported issues.
•Ask appropriate questions to understand the problem before escalating it.
•Determine whether an issue is related to the application/software, Windows, network/connectivity, drivers/configuration, computer hardware, camera/imaging hardware, or cabling/peripherals.
•Resolve issues independently whenever possible.
•Escalate complex software or engineering issues to the Software Team with all relevant logs, screenshots, diagnostic information, and troubleshooting steps already completed.

Qualifications
Required Qualifications & Technical Skills
•2+ years of experience in technical support, desktop support, field service, IT support, or a similar technical role.
•Strong working knowledge of Microsoft Windows operating systems.
•Comfortable navigating Windows File Explorer, Device Manager, Services, Task Manager, Event Viewer, Control Panel, and Windows Settings.
•Experience using TeamViewer, AnyDesk, Remote Desktop, or similar remote-support platforms.
•Ability to independently troubleshoot software and computer-related issues.
•Ability to locate application folders and collect log files.
•Experience working with Windows Event Viewer and system logs.
•Basic understanding of TCP/IP networking and Windows network troubleshooting.
•Comfortable using tools such as ipconfig, ping, tracert, and nslookup.
•Experience installing/reinstalling Windows and configuring Windows-based computers.
•Ability to install drivers and troubleshoot hardware/software compatibility issues.
•Basic hands-on hardware troubleshooting experience.
•Comfortable working with cables, connectors, USB devices, computer peripherals, and electronic equipment.
•Strong ability to distinguish between software, hardware, network, and configuration issues.
•Strong documentation and communication skills.
•Ability to work independently and methodically troubleshoot unfamiliar problems.

Preferred Qualifications
•Experience supporting medical imaging, ophthalmology, camera, diagnostic, laboratory, or other specialized equipment.
•Experience troubleshooting camera or imaging devices.
•Experience replacing or servicing basic hardware components.
•Experience with Windows deployment, imaging, or system recovery.
•Familiarity with device drivers, USB communication, Ethernet-connected devices, and peripheral hardware.
•Basic understanding of application logs and crash/error diagnostics.
•Experience working with Azure-connected or cloud-based applications.
•Experience supporting clients remotely across multiple locations.

Required Soft Skills
The successful candidate should:
•Be a hands-on problem solver rather than relying exclusively on scripted troubleshooting procedures.
•Be comfortable investigating unfamiliar technical problems.
•Be able to ask the right questions and understand what the client is actually experiencing.
•Be patient and professional when guiding non-technical clients through troubleshooting steps.
•Be able to independently navigate a Windows computer and locate relevant technical information.
•Have strong attention to detail when collecting logs and documenting issues.
•Be comfortable working independently without requiring constant technical direction.
•Know when an issue can be resolved independently and when it should be escalated.
•Be willing to work on both software and physical hardware.
•Be comfortable learning specialized equipment and company-specific applications.

Expected Troubleshooting Process
The individual should be able to independently work through the following process when receiving a client-reported issue:
Client reports issue → Contact client → Establish remote connection → Understand/reproduce issue → Check application/Windows/network → Collect logs → Perform initial troubleshooting → Determine software vs. hardware vs. network issue → Resolve or escalate with complete technical information.
For hardware-related issues:
Inspect device → Check cables/connections → Test hardware → Identify likely hardware failure → Perform basic repair/replacement where appropriate → Verify device operation → Document results.

Summary
If this Customer & Technical Support Representative role sounds like a good fit for you please APPLY ONLINE. Thank you.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.