Technical Support Representative

SIMMS is a small and exciting medical imaging software company, located in Toronto. We are passionate about improving Canadian health care systems. We are currently looking for a strong client service oriented Technical Support Representative. We encourage innovation and out-of-the-box thinking by allowing scheduled in-office time dedicated to working on “side projects” that benefit the health care industry.

Duties and Responsibilities

• receives requests for service via telephone, e-mail and SIMMS ticketing system from end users


• provides quality computer support to end users, troubleshooting software application issues as well as PC hardware, peripheral, and network issues


• analyzes, defines and researches the end user's problem, identifies root cause, and implements/recommends solutions to appropriately resolve issue to the end user's satisfaction


• provides appropriate escalation of support requests for expedited resolution


• follows the SIMMS's established service standards to ensure consistent quality service is provided to internal customers


• identifies recurring problems/trends; notifies and works with the software development team to reach root cause solutions


• performs upgrades on equipment, software application installations and maintenance as well as hardware configuration


• provides remote computer support as well as installations for SIMMS users as requested


• recommends changes to processes and procedures to improve End User Support services and SIMMS applications


• maintains confidentiality of all computer-based information related to the SIMMS, its clients and its employees


• support in-house infrastructure (computers, VoIP, peripherals, software, servers)


• provide fresh new ideas that will benefit the company and the industry


• setup necessary computer and network hardware at customer sites


• assist System Administrator with provision of data centre

Requirements

• College degree preferred


• English proficiency


• Exceptional problem-solver with very good troubleshooting skills


• Must be self-motivated, eager to learn and grow and have excellent communication skills




• Ability to work under pressure in a fast-paced environment


• Valid driver license, own transportation

We thank all applicants for their interest in SIMMS, however, only chosen applicants will be contacted. SIMMS is an equal opportunity employer.  To apply for this position, please quote the job title (Technical Support Representative) and forward your resume, cover letter and references and apply below.