Support engineer Jobs in Vaughan, ON

• Job Title: Customer & Technical Support Representative
• Job Description: Provide remote customer and technical support, troubleshoot software issues, review system logs, resolve issues remotely, and coordinate with the software team to escalate and resolve complex technical problems.
• Position Type: Temporary
• Start Date: //
• End Date:
• Shift Time: am-pm
• of Employees:
• Work Arrangement: Onsite
• Work Location: Kodiak Crescent Ste , North York, ON MJ G

Technical Support Specialist – Remote & Hardware Support

Position Overview
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.
Key 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.

Required Qualifications & Technical Skills

• + 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.

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