Information Technology Technician

6 days ago

Kamloops British Columbia, Thompson-Nicola, Canada Kruger Inc. Full time

POSITION OVERVIEW

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.
  • Assist 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.
  • Maintain site assets inventory system.
  • Any other duties as directed by the IT Site Coordinator or Senior Manager, Service Desk.
  • Schedule is on 7-hour shift, Monday to Friday with on-call on a rotational schedule


QUALIFICATIONS

ACADEMIC

  • 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 (ie. 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:
  • o Desktop equipment
  • o Windows 2012 Server and above
  • o Windows 7 and above
  • o Office 2013 and above including 365
  • o Active Directory
  • Basic Working knowledge on 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.

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