Help Desk Technician

About the role

Our client is expanding its support team and is seeking a Help Desk Support Technician to help monitor and maintain automated robotic systems deployed at customer facilities across North America. Based in a centralized control center environment, this role focuses on system monitoring, troubleshooting, customer support, and coordinating issue resolution to keep operations running efficiently.

Responsibilities

• Monitor robotic and automated systems across multiple customer sites.
• Respond to customer questions, system alerts, and support requests.
• Investigate operational issues and coordinate resolution through completion.
• Serve as a primary point of contact throughout the support process.
• Escalate complex technical problems when necessary and ensure proper follow-up.
• Work closely with engineers, maintenance personnel, and technical support teams to diagnose and resolve issues.
• Document incidents, actions taken, and outcomes.
• Contribute to initiatives that improve system uptime, reliability, and customer satisfaction.
• Support continuous improvement efforts related to service delivery and operational performance.

Qualifications

• Experience in a technical support, customer support, service desk, or troubleshooting-focused role.
• Ability to effectively manage customer concerns and handle escalated situations professionally.
• Strong problem-solving and analytical skills.
• Comfortable working in a fast-paced environment where multiple priorities must be managed simultaneously.
• Strong attention to detail and ability to follow issues through to resolution.
• Effective verbal and written communication skills.
• Ability to collaborate with cross-functional technical teams.

Skills

• Knowledge of IT systems, networking, or related technologies.
• Experience working with robotics, automation, or industrial equipment.
• Exposure to warehouse operations, warehouse maintenance, distribution centers, or material handling environments.
• Experience using ticketing or incident management systems.
• Interest in robotics and automated technologies.

Pay

Targeted pay rate: $25-30/hr depending upon qualification.

Schedule

Rotate shifts. Occasional weekends are needed.