Job Description

Founded in 2015 in Toronto, Canada, KORE Solutions is a subsidiary company of HTS and an innovative technology solutions and services provider with a strong focus on the HVAC manufacturer\xe2\x80\x99s representative industry. With a variety of offerings including business intelligence software, help service support, and more, KORE delivers end-to-end solutions that empower our partners and clients to build their successful business.

At KORE, communication and collaboration is our top priority. As a team member, you\xe2\x80\x99ll be working closely with all departments to develop our software, TRAX, and the infrastructure surrounding it. We have a strong teamwork-oriented culture, meaning you\xe2\x80\x99re surrounded by resources who want you to succeed. Your contributions will also have a direct impact. You\xe2\x80\x99ll be providing meaningful change to the company and serve to enhance our processes.

Background
HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers\xe2\x80\x99 rep in North America, with 20 locations in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our companywide commitment to ensure the individual success of all those involved in a project\xe2\x80\x99s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers, customers and end users.
Job Mandate
Provide first and second level support to employees, ensuring delivery of excellence to all our customers/end users across North America. Assist office-based employees as well as remote staff, with efficient and effective use of desktop applications. Participate and lead various technology projects with opportunities to plan, design and implement technology solutions.
Job Details

Major Responsibilities:

• Responsible for the overall administration of the desktop environments in their specific location
• Work with team lead and systems administrators as needed
• Provide world class customer support to end users
• Respond to user issues in a timely manner
• Responsible for on-call/as-needed support for remote locations
• Installation of software and hardware as required
• Analysis of new software and desktop requests, provide purchase suggestions
• Maintenance of current desktop environment including telephones, PCs, monitors, peripheral devices, and mobile units
• Maintenance of the internal network (LAN) cabling and cross-connects. Executing changes as required
• Maintenance of network printer devices
• Analysis and resolution of PC issues
• Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring detailed troubleshooting and accurate resolution notes for each ticket.
• Identify and escalate corporate critical issues to the appropriate groups
• Maintain an accurate software and hardware inventory using the assigned system
• Provide basic end-user training on log in, software, hardware, and internal security
• Maintain and build desktop image files to aid in rapid deployment of hardware using assigned software
• Create and maintain procedural documentation using the technology Portal
• Comply with internal controls and policies as applicable
• Work in a positive and energized team environment
• Participate in projects that will aid and assist the yearly technology corporate vision

Working Conditions:

• Hybrid of remote work and office setting
• Office setting - Open, collaborative office space (may vary by location)
• Fast paced environment with tight deadlines
• Reliable access to personal transportation is a requirement

Minimum Required Technical Skills / Qualifications
Knowledge, Education, Training \xe2\x80\xa2 IT related degree/diploma or equivalent in related field preferred
Experience \xe2\x80\xa2 Minimum of 2 years support experience for software applications
Technical Skills

• Strong knowledge of all Windows based operating systems
• Strong knowledge of PC based computer hardware
• Strong knowledge of Office 365 suite
• Basic networking knowledge

Minimum Required Behavioral / Soft Skills
Skills

• Possesses outstanding written and verbal communication skills
• Ability to work independently in a fast-paced environment with little direct supervision
• Highly organized, detail-oriented, extremely responsive, and able to prioritize many tasks
• Self-starter who enjoys experimenting with ideas and approaches

KORE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.