Desktop Support Technician

3 weeks ago

Richmond, Canada Teck Resources Full time

Description:

As Canada's largest diversified mining company, Teck is committed to providing the world with essential resources safely and sustainably. We have a rich history of consistently driving innovation, harnessing cutting-edge technology, and cultivating a dynamic environment that empowers our employees to shape the future.

Reporting to the Supervisor, End User Computing, our Desktop Support (Site Support) is a Tier 2 end-user support position. Our ideal candidate is a jack-of-all trades, with a customer service orientation and focus on technology. Retail sales, or service industry, is a great foundation to build the kind of client-first approach we need. However, deep technical proficiency is definitely required. Your customers will range from operators to engineers to scientists; the ideal candidate would have experience providing support in an enterprise environment. There will also be remote support of the Vancouver and Calgary head office to fill any free cycles that may come up.

This role is based at our Richmond office which oversees the development of our proprietary hydrometallurgical technology. It primarily consists of in-person support and will remain, in-person and in-office 80-100% of the week. This is a part-time contract, consisting of 3 days a week.

Leadership Competencies:

Be an outstanding teammate. The Tier 2 team is between 8 and 12 people strong (across the country), and teamwork is critical in our success. Customer Service. Site Support is a service-first team, and exemplary customer service, especially when under pressure, is a key asset of all successful members. Be ready to grow. One common theme among successful current and past team members is a desire to learn and grow. This is not a role to stagnate in Be adaptive. Teck is a massive enterprise with many different moving parts, procedures, systems, and technologies that can take over a year to feel comfortable among; an ideal candidate will be calm under these circumstances, and able to adapt to a wide variety of situations. Resourcefulness. Finding answers can be difficult, as with thousands of applications used throughout the enterprise, knowing the right places to look and people to ask is often as meaningful as technical skill. Well presented. This role may put you in front of executives and people of importance, being well-dressed and presentable is key, one should have a good handle on how to present and hold themselves in a variety of situations. Self-starter. While we are a tight-knit team, being able to buckle down and working proactively with no prompting is important, as there is plenty to do. Proactive and forward thinking. Ability to think creatively, of other elements that need addressing, and handling mundane tasks that are less exciting is important.


Responsibilities:

Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures Complete new hire onboarding which includes provisioning IT assets, access and permissions Refreshing and replacing machines Receive, handle and perform upkeep of tickets and requests from ServiceNow, providing positive incident resolution that meets the needs of customers Updating internal team documentation and externally facing knowledge base articles as needed Liaise with multiple teams, tiers, groups, and areas of the business every day to complete tasks, incidents, and other project work Working with hardware and software vendors to verify timely product delivery, and ensuring that new equipment is installed and ready to operate on schedule Maintain important records efficiently and accurately, including service tickets, request history, asset records, and internal and external documentation Contribute to the continued growth of the team; helping to implement documentation, policies, and procedures. This includes thinking creatively on how to improve processes Review and maintain stock levels to an adequate degree, ensuring availability without over-expenditure Analyzing and making recommendations regarding hardware and software standardization when possible

Qualifications:

A bachelors degree in Arts, Computer Science or Engineering, diploma or technical certificate or equivalent professional experience At least 2-4 years experience providing Tier 2 support Excellent and extensive technical resolution skills Confidence in resolving Tier 2 (and some Tier 3) issues in Windows, including application specific errors, and issues that arise in a sophisticated SCCM/AD/Azure multi/hybrid-DC environment Thorough understanding and history supporting Windows 10, Office 2016/9 MSI, O365 CTR, and O365 Online (aka MS365) Advanced familiarity with tools such as: ServiceNow, Azure Online, TeamViewer, SCCM, Active Directory (and Azure AD), Desktop Authority is preferred Working with, fixing, and configuring WDS/SCCM imaging workflows is preferred Experience with PowerShell scripting and other methods of software automation is preferred Experience supporting multi-function Xerox printers, notably Alta Link models is considered an asset Experience with a purchasing/requisitioning system is beneficial Recent history supporting Apple in the Enterprise, using JAMF and Intune is desirable Professional certifications from BCIT or HDI (Desktop Support Technician or Support Centre Analyst), CompTIA or Microsoft (MCITP, MTA, MCSA, MCSE) Experience working in an ITIL V3 framework is preferred Excellent organizational, interpersonal, and written and verbal English communication skills are required Recent experience working in a large (5000+) person organization is beneficial Able to perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner Experience working in a process-oriented organization Possesses positive, professional interpersonal skills Ability to easily adapt to, and learn, new technologies Some experience in a customer-facing role such as retail, hospitality, or other service-based role, even early in career Spanish fluency is considered an asset

About Teck

At Teck, we value diversity. Our teams work collaboratively and respect each person's unique perspective and contribution. Qualified applicants interested in joining dynamic team are encouraged to submit a resume and cover letter electronically. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

Teck is a diversified resource company committed to responsible mining and mineral development with major business units focused on copper, steelmaking coal and zinc, as well as investments in energy assets. Teck has been named one of Canada's Top 100 Employers for the six consecutive years. Teck has also been named to the Forbes list of the World's Best Employers for the past two years and is one of Canada's Top Employers for Young People. Headquartered in Vancouver, Canada, its shares are listed on the Toronto Stock Exchange under the symbols TECK.A and TECK.B and the New York Stock Exchange under the symbol TECK.

#LI-JK1

Learn more about Teck at www.teck.com or follow @TeckResources

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