IT Technician

Reporting to the IT Site Coordinator, the IT technician provides on-site and remote support to users. He / she ensures the proper functioning of the computer equipment and services supporting the plant's operations. He / she shares information with several members of the IT team.

REPORTING RELATIONSHIPS

The Technician TI reports directly to the IT Site Coordinator of the site.

RESPONSIBILITIES & ACCOUNTABILITIES

• Works with the IT Site Coordinator and other departments to implement a successful IT plan.
• Assists in the implementation of the IT plan and trains the individuals who will need to use it.
• Diagnoses issues when computers or other technologies are not working as they should.
• Assists the IT Site Coordinator with multiple internal and external (vendors) to assist with patching and vulnerability remediation.
• Assists with maintenance of computers and other forms of technology.
• Maintains the knowledge base in the ITSM.
• Fosters a customer-centric culture i.e., doing what is necessary to resolve customer issues.
• Accepts and acts on customer feedback to improve the products and services we deliver.
• Pays attention to all customer requests to build trust and confidence in our support capabilities.
• Good attention to detail matched with a keen sense of discovery and investigation.
• Maintains site assets inventory system.
• Any other duties as directed by the IT Site Coordinator or Senior Manager, Service Desk.
• Schedule is on a 7-hour shift, Monday to Friday with on-call on a rotational schedule.

QUALIFICATIONS

• A diploma in a recognized post-secondary program in computer technology.
• IT related certifications and / or Project Management are an asset.

EXPERIENCE

• Minimum three (3) years' experience in support-related experience dealing with customers (in technical support environment).
• Experience diagnosing, troubleshooting and repairing technical issues.
• Experience communicating with and working with third-party vendor support (i.e., software issues).
• Familiarity with technical support tools, techniques, and IT services technology.
• Experience in a customer or client-facing role.
• Excellent level knowledge and hands-on experience with the following:

• Windows 2012 Server and above
• Windows 7 and above
• Office 2013 and above including 365
• Active Directory

• Basic working knowledge of network technologies (LAN, WAN, WiFi, DNS, TCP / IP, SNMP, DHCP).
• Experience in cybersecurity is an asset.
• Proficient in MS Excel, MS Word, MS Visio, MS Projects and MS Teams.

SKILLS AND ABILITIES

• Ability to understand and navigate in multiple different technologies.
• Ability to interact with technical and non-technical people.
• Solution-driven with an excellent customer focus and able to adapt quickly to change in business priorities.
• Good analytical / problem-solving skills.
• Having organizational skills combined with the ability to prioritize multiple concurrent tasks and demands.

LANGUAGE

• Excellent interpersonal skills combined with strong spoken and written communication skills in English.