Position Summary
The IT & TyreSense Support Analyst is an entry-level technical role that supports day-to-day IT services, TyreSense applications, internal tools,
testing, and documentation. The position is intended for an employee who is developing practical experience and will work under the direction and
technical guidance of senior IT and TyreSense team members.
The role provides an opportunity to build skills across user support, troubleshooting, Python scripting, internal application support, software
testing, and secure technology operations. Responsibilities will increase gradually as knowledge, experience, and demonstrated capability
develop.
Core Purpose of the Role
Provide reliable first-line IT and TyreSense application support within documented procedures and assigned access.
Assist with Python scripts, internal applications, testing, and automation under technical guidance.
Document issues, work completed, application knowledge, and support procedures clearly.
Learn RIMEX systems, TyreSense workflows, cybersecurity expectations, and controlled change practices.
Escalate issues that exceed the role’s authority, knowledge, or assigned scope.
Key Responsibilities
1. IT User Support
- Provide first-line support for Windows computers, approved software, Microsoft 365, user access, and common software issues.
- Receive and update assigned help desk tickets with clear notes, troubleshooting performed, and the current status.
- Assist with computer setup, approved software installation, user onboarding, and routine access requests.
- Follow documented support procedures and escalate unresolved, security-sensitive, or higher-risk issues to senior IT staff.
- Maintain professional and helpful communication with users throughout the support process.
2. TyreSense Application Support
- Provide basic support for approved TyreSense applications, utilities, sensor-testing tools, and related user workflows.
- Help users with approved installations, access, basic configuration, and common application issues.
- Reproduce reported issues where possible and collect logs, screenshots, error messages, application versions, and device information.
- Assist with testing approved fixes, updates, installers, and configuration changes.
- Escalate product defects, customer-impacting issues, and complex software problems to the responsible TyreSense technical team.
3. Internal Applications and Python Support
- Assist with the development, testing, documentation, and maintenance of approved internal applications and automation tools using Python or
- other approved technologies.
- Complete defined application changes and scripting tasks under the guidance and review of senior technical team members.
- Use approved source-control repositories and maintain clear comments, version history, and supporting documentation.
- Help maintain approved internal tools such as SensorTracker and RIVET within assigned scope and confirmed business ownership.
- Do not independently release, host, or make production changes without approval.
4. Testing and Documentation
- Follow documented test steps and assist with functional, installation, authentication, and user-acceptance testing.
- Record test outcomes, defects, limitations, and supporting evidence clearly.
- Create and update simple user guides, installation notes, troubleshooting procedures, and application support documentation.
- Document application dependencies, source locations, configuration requirements, and known issues as assigned.
- Provide knowledge transfer so internal tools and support processes do not depend on one individual.
5. Security and Change Control
- Follow RIMEX cybersecurity, acceptable-use, access-control, software-installation, change-management, and data-protection requirements.
- Use only approved systems for company source code, documentation, credentials, and application packages.
- Never place passwords, service credentials, API keys, or other secrets in source code or unsecured notes.
- Report security alerts, unexpected application behaviour, suspected vulnerabilities, or unauthorized access concerns immediately.
- Obtain technical review and approval before production deployment, privileged access, or changes affecting business-critical systems.
6. Learning and Team Support
- Participate in coaching, technical reviews, team meetings, demonstrations, and assigned training.
- Ask questions and seek guidance when requirements, risks, or technical expectations are unclear.
- Work collaboratively with IT, TyreSense software, production, engineering, Information Security, and service teams.
- Accept feedback and apply lessons learned to future support, testing, scripting, and documentation work.
- Take on greater responsibility gradually as knowledge and capability develop.
Starting Role Scope and Boundaries
This is a junior learning and support role. The employee is not expected to independently own business-critical applications, production
infrastructure, TyreSense product development, application architecture, cybersecurity controls, production databases, or customer-facing
releases.
- Production deployments and significant application changes require review and approval.
- Privileged access will be limited to what is required for assigned duties.
- Infrastructure, identity, server, database, and security decisions remain with the responsible senior technical owner.
- Customer-impacting TyreSense defects and product-code changes must be escalated to the appropriate TyreSense team.
- Production applications must use approved hosting and must not depend permanently on an employee workstation or personal account.
- Work outside documented authority or current technical capability must be escalated.
Qualifications and Experience
- Basic practical experience with computers, troubleshooting, software, electronics, programming, or technical support.
- Foundational programming or scripting knowledge, preferably Python.
- Interest in IT support, software applications, automation, hardware testing, and TyreSense technology.
- Ability to follow written procedures, document work, and communicate technical information clearly.
- Ability to learn from coaching, research assigned issues and ask for help when required.
- Familiarity with Windows, Microsoft 365, Git, web applications, electronics, or manufacturing systems is an asset.
- Post-secondary education in information technology, computer science, software, engineering, electronics, or a related field is an asset;
- equivalent practical experience may be considered.
Core Competencies
- Willingness to learn
- Customer-focused support
- Practical problem solving
- Attention to detail
- Clear documentation
- Responsible escalation
- Teamwork and communication
- Basic programming and automation capability
- Security awareness
- Reliable follow-through
Benefits
- Advancement Opportunities
- Great company culture
- Family owned with Family values
- RRSP Program
- Performance Incentive Program
- Competitive wages
- Company paid events
- Gift cards
- Extended health coverage
- Dental & Vision care
- Travel Medical insurance
- Employee assistance program
- Life Insurance / Accidental Death
