Description:
As a member of our IT Services team, you will provide superior support to our employees to ensure they have effective use of their computer, software and network. You will be responsible for providing support for hardware, software and application support and assist the team ongoing projects.
This is an 8-month position starting in September 2024.
About the role:
What you will do
- Provide responsive and friendly telephone, face-to-face and online support to Kinaxis end-users who are distributed globally
- Work from a queue of tickets logged against systems/services supported by Kinaxis Corporate IT, staying within our SLA
- Ensure proper escalation occurs for unresolved issues
- Install and configure software and hardware for end users and the IT infrastructure
- Assist in testing systems both developed in-house and hosted in the cloud
- Provide guidance and best practices on IT services to end users
- Assist the team in the set-up, testing of multiple workstations
- Asset Management to help the team maintain accurate information of IT assets
- Create user accounts and manage access control based on company policies
- Occasionally interact with third party providers from a hardware warrantee perspective
- Must be onsite to support Kinaxis’ current and new headquarters in Kanata West
- May perform additional projects upon request
What we are looking for
- College diploma in a related discipline and 1+ years relevant experience in a customer-focused environment working with global end users
- Strong knowledge supporting hardware and OS issues (macOS and Windows 10), Office 365, MS Teams, SharePoint, and BitLocker.
- Working knowledge of Active Directory Users and Computers
- Basic knowledge of ticket handling software
- Familiarity with End-Point management tool to provide support remotely
- Ability to effectively work as a team while delivering and supporting IT solutions to global resources while being managed remotely
- Ability to work independently and remotely within a team environment and effectively follow direction and procedures
- Ability to prioritize effectively and work on concurrent tasks
- Strong analysis and problem-solving skills
- Ability to communicate effectively, verbally and in writing to global users
- Excellent customer service skills
- Self motivated
- Ability to adapt rapidly to dynamic and changing environments