Help Desk Support Technician jobs in Ottawa, ON

About Amba

Amba Health and Care is transforming how seniors are supported across the UK, US, and Canada. Our technology connects passive sensors with intuitive software, giving caregivers real-time insights to deliver more personalised, efficient care - helping to solve one of the biggest challenges of an ageing population.

Overview

We are seeking an experienced, self-driven Technician to join our team to configure, install, support, and service our sensor-based resident safety platform in senior living communities nationwide.

The ideal candidate is a technically skilled problem-solver who enjoys helping others, can communicate clearly with non-technical users, and is comfortable working independently. Full product training will be provided.

This role combines on-site and virtual (home-based) work.

Key Responsibilities

Installation & Technical Delivery

• Install, configure, and commission Amba devices and gateway systems at customer sites across Canada, in line with site specifications.
• Perform on-site service visits to diagnose, repair, or replace system components as needed.
• Verify proper system operation and perform functional testing before project or ticket completion.
• Support the scoping and preparation of new installations, liaising with Customer Success Managers (CSMs) and internal teams to ensure readiness

Remote Support

• Monitor support channels and provide remote technical support via phone, email, and online tools - troubleshooting and resolving customer issues promptly, and escalating complex cases to the appropriate internal teams where necessary.

Subcontractor Oversight

• Provide on-site supervision and direction to subcontractors during installation projects or service visits.

Customer & Stakeholder Communication

• Build and maintain relationships with on-site maintenance contacts to optimise remote troubleshooting and reduce site visit frequency.
• Maintain clear, professional communication with customers, facility staff, residents, and family members, representing Amba with care and clarity at all times.

Inventory & Stock Management

• Hold a working stock of replacement parts at home; configure and ship replacement units to customers or technicians upon request.

Administration & Documentation

• Maintain clear and detailed documentation of service tickets, site visits, stock movements, and customer interactions.
• Manage company-provided tools, equipment, and assets responsibly, reporting damage, loss, or replacement needs promptly.
• Support project reporting and administration tasks, contributing to internal reviews and continuous improvement initiatives.

Travel

• Travel to customer sites up to 75% of the time (overnight travel required).

Must Have

• High school diploma or equivalent required.
• 1-3 years of experience as a technical support representative, installer or service technician for any system combining hardware and software.
• Strong computer literacy; confident working with web-based platforms, configuration tools, and mobile apps.
• Excellent communication, documentation, and customer service skills with the ability to engage clearly with non-technical users.
• Demonstrated ability to provide clear, patient, and effective technical support via phone and email.
• Ability to work independently with minimal supervision and manage multiple priorities.
• Comfortable lifting up to 50 lbs and using standard hand tools and ladders.
• Must have a valid driver’s license and be able to travel regionally and nationally as needed.
• Access to secure home storage space for equipment and spare parts.

Bonus

• Experience working in senior living or healthcare environments is an asset.
• Bilingualism (English and French) is a significant asset.

Compensation and Benefits:

• Salary: CA $60,000
• Laptop and home office equipment if needed
• 5% RRSP and DPSP match*
• Comprehensive group benefits including health, dental, life insurance and AD&D

Application

Apply via Indeed or email workwithus@amba.co

This role is subject to a driver's abstract (3-year driving record) and a criminal record check, conducted with the candidate's consent, prior to an offer of employment.

Pay: $60,000.00 per year

Benefits:

• RRSP match

Application question(s):

• Have you worked in senior living, healthcare, or a similar care environment before? Yes/No

Experience:

• Technical support: 1 year (required)

Language:

• English and French? (Yes/No) (preferred)

Willingness to travel:

• 75% (required)

Work Location: On the road