IT Support Technician

Location

About the role

The IT Support Technician, as an applied specialist, provides first-level telephone, face-to-face, and online support for a global workforce for software and hardware requirements and questions, and is the first point of contact for employees seeking technical assistance.

The incumbent is the first point of contact between end-users and Corporate IT, and will partner with other members of the Corporate IT team to ensure the successful resolution of any IT-related queries.

What you will do

• Understand specific challenges and desired outcomes of end-users through communication and software/hardware assessment, and provide technical support, guidance, and solutions to solve IT-related issues following pre-established SLAs and ticket handling procedures.
• Lead technical analysis on assigned tickets, usually routine in nature, and communicate through ticketing system, keeping teammates and end-users apprised of status of request and solutions.
• Perform Onboarding & Offboarding processes, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees.
• Install, diagnose, repair, maintain, and upgrade hardware, software and IT equipment to support Kinaxis end users and business operations.
• Conduct tests and root cause analyses on systems and hardware to ensure functionality and to deliver appropriate solutions about products and systems.
• Participate in testing new systems, services, and processes, and documents findings
• Ship hardware/laptops to newly hired employees and replacements to existing staff members; manages logistics delivery and liaise with local and global vendors and suppliers to ensure timely delivery.
• Liaise with mobile carrier vendors within region to order and support company phone devices
• Interprets data and analyze results with the intention of sharing information related to IT Service tickets and suggests opportunities to reduce ticket volume and enhance service.
• Assist with the creation and maintenance of documentation & Knowledge Base Articles regarding IT processes, systems, and issues, with the intention of promoting Self-Service.

What we are looking for

• Post-secondary education with a focus on Computer Science, Information Systems, or similar, or demonstrated equivalent experience.
• Minimum 2 years of IT Service Desk experience providing in-person and remote end-user support
• Language Proficiency: English (Business Level) & Japanese (Native Level / JLPT N1 preferred)
• Analytical and problem-solving skills, with the ability to apply sound judgement in situations that are typically covered by processes, procedures, standards, or precedents.
• Demonstrated ability to think critically when faced with challenges.
• Demonstrated ability prioritizing tasks based on the needs of the business; proactively solicits feedback to ensure alignment.
• Agile and resilient in managing multiple tickets under tight timelines.
• Ability to build rapport and gain support from fellow technicians, working in close collaboration end-users.
• A clear, concise, and professional communicator with the ability to present information and demonstrate knowledge.
• Experience evaluating the requests of end-users and providing solutions
• Experience completing service and support tickets that are of low to moderate difficulty and urgency, conducting root cause analysis, performing troubleshooting, updating end-users, and documenting resolutions.
• Entry-level to intermediate skills working with ticketing and self-service platforms such as ServiceNow.
• Entry-level to intermediate experience working with enterprise tools such as Windows and Mac OS, Active Directory, Autopilot, VPN, OKTA, O365, Windows Server, RDP, cloud solutions, Intune MDM, OS patch management, Exchange Online
• Awareness of ITSM and incident management methodologies, practices, tools, and techniques; Knowledge of cybersecurity and privacy considerations in systems. Experience with ServiceNow would be considered an asset.
• Awareness of Onboarding & Offboarding processes and procedures

#Associate #LI-RJ1