IT Support Technician

Job summary:

The IT support technician is responsible for providing technical assistance to users and resolving problems related to computer systems and software. Responsibilities include hardware and software troubleshooting, operating system management, network configuration, ticket management, accurate documentation of interventions and resolution of connectivity problems.

The incumbent must demonstrate excellent communication skills to explain technical solutions in an understandable way to non-technical users. Collaboration with other team members is essential, as it maintains a high level of customer service to ensure a positive user experience.

Responsibilities:

• Procure, support, install, and maintain user’s computers, network, peripherals, telephony, videoconference equipment, etc., as required for IT operations. Includes monitoring and managing hardware warranty and refresh.

• Review, calculate, and manage IT budget

• Ensure IT resources, technician is responsible for, meet organizational health standards, including (but not limited to) management software, vulnerability management, and software updates.

• Ensure 3-2-1 backup strategy is in place and backups are monitored daily.

• Ensure all local resources meet a 95%+ for security updates, both Microsoft and 3rd party each month.

• Perform routine preventative maintenance & monitoring of all IT equipment and software on site, including (but not limited to) software updates, firmware updates, hardware replacements, UPS maintenance, backups, etc.

• Work within the company ticketing system and stay within Service Level Agreements for all ticketed requests.

• Act as a local resource for the Engineering team providing hands-on intervention as needed.

• Participate in Business Continuity and Disaster Recovery planning, ensuring knowledge and role in an emergency response.

• Provide communication to end-users as required by IT Management through various platforms (i.e. Teams, Viva, Email, etc.)

• Become familiar with all company applications and consoles, such as Support platform, Endpoint Management service, Anti-virus console, Office 365 Admin, etc.

• Collaborate with IT team on all Regional and Global efforts

• Ensure all company polices as well as IT best practices are being followed.

• Ensure that all tasks are carried out in compliance with ISO 9001 & 14001 procedures (if applicable) relating to their department.

• Meet with personnel throughout all areas and understand the operations of each department (onsite).

• Other IT related tasks requested by the immediate superior.

Qualifications and skills:

• 2+ years of experience in technical support (in a large company or manufacturing environment an asset)

• Experience with Virtual environments (VMWare), end-to-end technical support and troubleshooting, Cloud service such as Azure Entra ID and Sharepoint

• Experience with DNS, SHCP, Group Policy, MFA

• Knowledge of 3-2-1 backup strategy