Technical Support Specialist supporting developers on Boldr’s open - weight AI platform. Troubleshooting APIs, SDKs, billing, and complex technical issues while building support processes.
About the role
- Help Desk Specialist supporting Hudbay Minerals’ mining operations with Tier 1 and 2 hardware and software services. Troubleshooting systems, provisioning devices, and supporting office and remote mine-site users.
Responsibilities
- Provide Tier 1 and 2 software and hardware support
- Serve as the first point of contact and resolve customer issues
- Escalate unresolved queries and route problems to appropriate resources
- Troubleshoot and restore routine technical service and equipment problems
- Perform root cause analysis and develop checklists for typical problems
- Provide technical advice, guidance, and informal training to customers
- Maintain knowledge databases and call-tracking databases
- Maintain IT employee time and attendance
- Guide business users and peers through problem-solving processes
- Follow up with customers and see problems through to resolution
- Provision users, mobile devices, telephones, and computers
- Record, document, and close incidents
- Recommend procedure modifications and improvements
- Maintain IT user satisfaction for BCBU Hudbay employees
- Perform procurement activities for technology requests and stock items
- Perform contract renewals to prevent service risks or gaps
- Travel between the central office and remote mine sites to provide hands-on technical support
Requirements
- 3 to 5 years of professional experience providing both remote and onsite IT support for high-user count organizations
- Experience in complex system administration tasks, including user provisioning and software deployment across distributed networks
- Strong knowledge of TCP/IP, DNS, DHCP, and wireless connectivity
- Proficiency in Active Directory, Azure, and O365 environments
- Experience managing IT services for large-scale organizations with 100+ users across multiple locations
- Advanced knowledge of server/workstation hardware, enterprise mobile devices, and remote connectivity solutions
- Proficiency in Active Directory and Azure/O365 for user account management and security
- Understanding of TCP/IP, Wi-Fi standards (802.11), and physical layer media (Fiber/Cat6)
- Knowledge of Dell/HP enterprise hardware and Mobile Device Management (MDM) enrollment processes
- Familiarity with device hardening, MFA, and identifying social engineering or phishing threats
- Ability to perform root-cause analysis for Tier 1 and 2 software and hardware incidents
- Strong communication skills to assist diverse business users
- Skill in rapid deployment of workstations, mobile devices, and telecommunications gear
- Proficiency in ServiceNow
- Valid Class 5/7N British Columbia driver’s license and access to personal transportation
- Ability to manage a high volume of requests and prioritize tasks in a fast-paced environment
- Ability to lift up to 50 pounds and follow mine-site safety protocols, including wearing full PPE
- Ability to travel between the central office and remote mine sites
Benefits
- Competitive extended benefits and RRSP contributions through Manulife
- Participation in a percentage-based Production Bonus
- Regular performance appraisals
- Continuous coaching and internal mobility opportunities
- Inclusive, barrier-free, and accessible candidate experience
- Accommodation support during the recruitment process
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