Technical Support Specialist

In Business since 1919 and still growing, Arrow is a leader in bulk commodity hauling, reload operations, freight management, logistics, consulting, and technology with operations throughout Canada and the U.S.

We are looking for an Technical Support Specialist to join us and become part of the Arrow family. The Technical Support Specialist role is to ensure the organization’s users are supported technically so they can successfully accomplish their assigned work tasks. This role includes troubleshooting user technical issues, including hardware, software and systems based issues. Incident and request resolution can involve the use of diagnostics and service request tracking tools, as well requiring hands-on support at the desktop level.For more information please visit www.arrowcareers.ca

• →Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• →Field incoming incident and service requests from end users via email, web form, and telephone, in a professional and courteous manner.
• →Document all pertinent end user identification information and nature of issue.
• →Comply with all rules and regulations, protocols and established metrics
• →Build rapport and elicit issue details from users.
• →Prioritize and escalate issues, when required, to the appropriately experienced technician.
• →Responding to all issues ensuring that SLA’s are met and targets maintained.
• →Perform hands-on resolution at the desktop-level, including installing and upgrading software, implementing and maintaining of file backups.
• →Develop help documents and knowledge base articles for end users.
• →Work with third-party vendors in issue resolution.
• →Travel to user locations, as needed, delivering and fixing hardware, and providing support to the Systems Administrator.
• →Assist IT Service Management Coordinator with service management related duties
• →Other duties as assigned by manager.

• Degree or Diploma in Computing Science, or equivalent education/experience
• Excellent and clear communication skills, both verbal and written
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills in a diverse working environment
• Strong work ethic, time management, and job prioritization skills
• Strong safety mindset, especially when visiting other branch office locations
• Strong concern for the accuracy and quality of work
• Internal and external customer service skills
• Problem Solving ability
• Strong work ethic and positive team attitude
• Needs to be responsible, accountable and dependable
• Embody Arrow's values: Safety, Responsibility, Integrity, Quality, Teamwork and Fun!

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Arrow has been recognized as a Top Fleet Employer of Distinction, a SmartWay Transport Partner, a BCTA Clean Carrier, a BC Hydro Clean Energy Champion and as a Carrier of Excellence in Women's Leadership.