Technical Support Analyst

📍 Job Overview

• Job Title: Technical Support Analyst
• Company: Kal Tire
• Location: Vernon, BC, Canada
• Job Type: On-Site, Full-Time Permanent
• Category: IT Support, Technical Support
• Date Posted: June 11, 2025

🚀 Role Summary

• Primary Responsibilities: Provide technical support and system maintenance for team members, manage hardware and software standards, and coordinate IS-related activities for new operational locations.
• Key Web Technology Aspects: Windows desktop images, application deployment, network configuration, VoIP telephony, and industrial handheld devices.

📝 Enhancement Note: This role focuses on providing technical support and managing hardware and software standards, with a strong emphasis on Windows environments and networked systems.

💻 Primary Responsibilities

• Technical Support and System Maintenance:

  • Respond to, track, and report team member's break/fix, service, and access requests.
  • Install, configure, and provide 2nd tier support for team member technology devices, tools, and software solutions.
  • Build and maintain Windows desktop images according to industry best practices.
  • Automate the deployment of images and applications.
  • Configure and support workstations, printers, and industrial handheld devices in a Windows networked environment.
  • Support VoIP Telephony and Video Conferencing.
  • Install hardware and networking equipment.
  • Participate in the commissioning of technology infrastructure for corporate office locations and new operational locations.
  • Manage and administer team member devices and productivity-related technology solutions.

• Planning, Development, and Project Support:

  • Participate in the planning of IS-related activities and tasks related to new Kal Tire operational locations.
  • Initiate and direct the capacity planning and development of long-term strategies for team member hardware, software, and productivity solutions.
  • Work closely with team members from other IS Departments and contractors to ensure installations, upgrades, or other changes occur in a coordinated and efficient manner.
  • Lead projects when requested, including defining project requirements, project plan, task lists, milestones, and phases.

• Documentation of Processes and Technical Specifications:

  • Create, update, and maintain reference documentation relevant to each location's IS configuration for use during future changes or technical support activities.
  • Maintain clear and detailed documentation for all core responsibilities and associated technologies.
  • Keep abreast of technical and industry developments.
  • Provide leadership and mentorship to team members.
  • Prepare and deliver informative, well-organized presentations and communications.

📝 Enhancement Note: This role requires strong troubleshooting skills, creative problem-solving, and excellent communication skills to effectively support team members and manage hardware and software standards.

🎓 Skills & Qualifications

Education: Post-secondary graduate with a degree, diploma, or certificate in computer science or equivalent combination of education, training, and experience.

Experience: Minimum 2 years of experience providing technical support in a domain environment.

Required Skills:

• Strong verbal communication and active listening skills.
• Strong troubleshooting skills.
• Creative, innovative thinking, leadership, and solid presentation skills.
• Skilled in liaising with teams to coordinate activities of business, technical, and vendor stakeholders.
• Working knowledge of business applications and technology standards in an enterprise environment.

Preferred Skills:

• Experience with Software and Operating System Deployment, Computer hardware support, Software support, Thin Clients, Industrial Windows Mobile Devices.
• Experience with VoIP telephony systems, TCP/IP-based networks, Switch and router configuration and troubleshooting, and Networked, medium to high volume printers.
• Experience with Remote Support Software, Call Tracking Software, ITIL, Mobile Device Management, Application Virtualization, and Active Directory.

📝 Enhancement Note: While not explicitly stated, experience with Windows Server administration, network configuration, and Active Directory management would be highly beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate experience in providing technical support and managing hardware and software standards.
• Showcase problem-solving skills and examples of resolving complex technical issues.
• Highlight any experience with Windows desktop images, application deployment, network configuration, VoIP telephony, and industrial handheld devices.

Technical Documentation:

• Provide documentation samples demonstrating clear and detailed explanations of technical processes and standards.
• Include any project plans, task lists, milestones, and phases related to IS-related activities and tasks for new operational locations.

💵 Compensation & Benefits

Salary Range: $67,090 - $77,110 CAD per year, based on experience.

Benefits:

• Comprehensive medical and dental benefits.
• Employee Assistance Program.
• Group RRSP/DPSP matching program.
• Discount on tires and mechanical services.
• Opportunities for professional development, such as training programs, mentorship, and tuition reimbursement.

Working Hours: 40 hours per week, with the requirement to participate in after-hours on-call rotation.

🎯 Team & Company Context

Company Culture:

• Industry: Kal Tire is a global leader in tire management services, with a focus on mining, forestry, and construction industries.
• Company Size: Medium-sized company with multiple locations across Canada and internationally.
• Founded: 1953, with a long history in the tire and rubber industry.

Team Structure:

• The IS Department works closely with various teams across the organization to ensure technology solutions meet business needs.
• The Technical Support Analyst role works closely with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate.

Development Methodology:

• The IS Department follows established processes and procedures within the department.
• The role requires adherence to these processes and procedures, as well as the ability to create and maintain clear and detailed documentation for all core responsibilities and associated technologies.

Company Website: www.kaltire.com

📝 Enhancement Note: Kal Tire's focus on the mining, forestry, and construction industries may require the Technical Support Analyst to develop expertise in supporting ruggedized devices and equipment used in these environments.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an intermediate-level position, focusing on providing technical support and managing hardware and software standards. The role offers opportunities for growth through project leadership, documentation improvement, and mentoring team members.

Reporting Structure: The Technical Support Analyst reports directly to the IT Manager and works closely with team members from other IS Departments and contractors.

Technical Impact: This role has a significant impact on the overall user experience and productivity of team members by ensuring hardware, software, and networked systems are functioning correctly and meeting their needs.

Growth Opportunities:

• Growth Opportunity 1: Expand technical skills and knowledge by taking on more complex projects and leading project teams.
• Growth Opportunity 2: Develop expertise in specific areas of interest, such as network configuration, VoIP telephony, or industrial handheld devices.
• Growth Opportunity 3: Pursue leadership roles within the IS Department or other areas of the organization by demonstrating strong communication, problem-solving, and team coordination skills.

📝 Enhancement Note: The Technical Support Analyst role offers opportunities for career progression by demonstrating strong technical skills, leadership, and communication abilities.

🌐 Work Environment

Office Type: Kal Tire's Vernon office is a corporate location, with a focus on collaboration and teamwork among IS Department team members and other departments within the organization.

Office Location(s): Vernon, BC, Canada

Workspace Context:

• The IS Department works closely with various teams across the organization to ensure technology solutions meet business needs.
• The Technical Support Analyst role requires a collaborative workspace, with the ability to work with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate.

Work Schedule: 40 hours per week, with the requirement to participate in after-hours on-call rotation. Evening and occasional weekend work may be required.

📝 Enhancement Note: The Technical Support Analyst role may require occasional travel to Kal Tire locations, as well as the need to work evenings and weekends to support team members and maintain hardware and software standards.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or Video Screen: A brief conversation to assess communication skills, technical knowledge, and fit for the role.
2. Technical Assessment: A hands-on assessment to evaluate troubleshooting skills, problem-solving abilities, and understanding of Windows environments and networked systems.
3. On-Site Interview: A face-to-face interview with the IT Manager and other IS Department team members to discuss the role, company culture, and career growth opportunities.
4. Final Decision: A decision will be made based on the candidate's technical skills, communication abilities, and cultural fit.

Portfolio Review Tips:

• Highlight examples of technical support provided, hardware and software standards managed, and projects led.
• Include any documentation samples demonstrating clear and detailed explanations of technical processes and standards.
• Showcase problem-solving skills and examples of resolving complex technical issues.

Technical Challenge Preparation:

• Brush up on Windows operating systems, network configuration, and troubleshooting skills.
• Familiarize yourself with Kal Tire's industry and the specific hardware, software, and networked systems used within the organization.
• Prepare for questions related to project leadership, documentation improvement, and mentoring team members.

ATS Keywords:

• Programming Languages: N/A
• Web Frameworks: N/A
• Server Technologies: Windows Server, Active Directory
• Databases: N/A
• Tools: Remote Support Software, Call Tracking Software, ITIL, Mobile Device Management, Application Virtualization
• Methodologies: ITIL, Project Management
• Soft Skills: Communication, Leadership, Problem-Solving, Team Coordination
• Industry Terms: Technical Support, Hardware Standards, Software Standards, Windows Environments, Networked Systems

📝 Enhancement Note: While not explicitly stated, experience with ITIL frameworks, project management methodologies, and network configuration would be highly beneficial for this role.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A

Backend & Server Technologies:

• Windows Server
• Active Directory

Development & DevOps Tools:

• Remote Support Software
• Call Tracking Software
• ITIL
• Mobile Device Management
• Application Virtualization

📝 Enhancement Note: The Technology Stack for this role focuses on Windows Server administration, Active Directory management, and network configuration. Familiarity with these technologies is essential for success in this role.

👥 Team Culture & Values

Web Development Values:

• Value 1: Focus on providing exceptional technical support and maintaining hardware and software standards to ensure team members have the tools they need to perform their jobs effectively.
• Value 2: Emphasize clear and detailed documentation to ensure consistency and ease of use for team members.
• Value 3: Encourage collaboration and teamwork among IS Department team members and other departments within the organization.
• Value 4: Foster a culture of continuous learning and improvement, with a focus on staying up-to-date with the latest technologies and best practices.

Collaboration Style:

• Collaboration Approach 1: Work closely with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate.
• Collaboration Approach 2: Collaborate with other IS Department team members to ensure installations, upgrades, or other changes occur in a coordinated and efficient manner.
• Collaboration Approach 3: Provide leadership and mentorship to team members, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: The Technical Support Analyst role requires strong collaboration skills, with a focus on working with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Challenge 1: Troubleshoot and resolve complex technical issues related to hardware, software, and networked systems.
• Challenge 2: Manage hardware and software standards for a diverse range of team members, with varying technical proficiency and needs.
• Challenge 3: Coordinate IS-related activities and tasks for new operational locations, ensuring technology solutions meet business needs.
• Challenge 4: Stay up-to-date with the latest technologies and best practices, adapting to changes in the industry and within the organization.

Learning & Development Opportunities:

• Learning Opportunity 1: Expand technical skills and knowledge through hands-on experience, project leadership, and mentoring team members.
• Learning Opportunity 2: Attend industry conferences, workshops, and training sessions to stay up-to-date with the latest technologies and best practices.
• Learning Opportunity 3: Pursue certifications and advanced degrees in computer science or a related field to further develop technical expertise.

📝 Enhancement Note: The Technical Support Analyst role offers opportunities for growth through project leadership, documentation improvement, and mentoring team members. By staying up-to-date with the latest technologies and best practices, individuals in this role can develop expertise in specific areas of interest and pursue leadership roles within the IS Department or other areas of the organization.

💡 Interview Preparation

Technical Questions:

• Technical Question 1: Describe your experience providing technical support and managing hardware and software standards. Can you provide examples of complex technical issues you've resolved and the processes you've implemented to ensure consistency and ease of use?
• Technical Question 2: How do you approach coordinating IS-related activities and tasks for new operational locations? Can you walk us through a project you've led, and the steps you took to ensure technology solutions met business needs?
• Technical Question 3: How do you stay up-to-date with the latest technologies and best practices? Can you describe a recent learning experience and how you applied it to your role?

Company & Culture Questions:

• Technical Question 4: How do you approach collaboration with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate? Can you provide an example of a successful collaboration and the outcome it achieved?
• Technical Question 5: How do you foster a culture of continuous learning and improvement within your team? Can you describe a time when you mentored a team member and the positive impact it had on their development and the team's overall performance?
• Technical Question 6: How do you balance the need to maintain hardware and software standards with the need to adapt to changes in the industry and within the organization? Can you describe a time when you successfully navigated this balance and the outcome it achieved?

Portfolio Presentation Strategy:

• Presentation Strategy 1: Highlight examples of technical support provided, hardware and software standards managed, and projects led.
• Presentation Strategy 2: Include any documentation samples demonstrating clear and detailed explanations of technical processes and standards.
• Presentation Strategy 3: Showcase problem-solving skills and examples of resolving complex technical issues, emphasizing the positive impact you've had on team members and the organization as a whole.

📝 Enhancement Note: The Technical Support Analyst role requires strong communication skills, with a focus on working with team members, vendors, and suppliers to ensure hardware, applications, and related technologies options are appropriate. By preparing for technical questions related to project leadership, documentation improvement, and mentoring team members, candidates can demonstrate their fit for the role and their potential for growth within the organization.

📌 Application Steps

To apply for this Technical Support Analyst position:

1. Submit your application through the application link provided.
2. Customize your resume with relevant technical skills, experience, and achievements, highlighting your problem-solving skills, project leadership, and documentation improvement efforts.
3. Prepare a portfolio showcasing your experience in providing technical support, managing hardware and software standards, and leading projects. Include any documentation samples demonstrating clear and detailed explanations of technical processes and standards.
4. Research Kal Tire's industry, company culture, and technology stack to ensure a strong fit for the role and a solid understanding of the organization's needs.
5. Prepare for the interview process by brushing up on your technical skills, practicing problem-solving scenarios, and rehearsing your responses to common interview questions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.