IT Technical Support

1 month ago

Brampton, Canada ALMAG Aluminum Corp. Full time

JOB DESCRIPTION

Reporting to the Manager of Information Technology & Business Systems, the IT Technical Support is an integral part of the ALMAG Aluminum Information Technology Department and serves as the first line of IT support for ALMAG’s employees, technologies, hardware, and business systems. This individual will support and interface with all levels within the business on a day-to-day basis.

MINIMUM QUALIFICATIONS

Education/Experience

  • Post-Secondary Degree or Diploma in Information Technology, Computer Science, or related discipline.
  • 2+ years of experience in a similar role providing first line IT support.
  • Previous experience supporting business applications & systems.
  • Experience working within a team environment.
  • IT certifications such as MCSE, A+, ITIL, CCNT, CCNA are an asset.
  • Experience with VPN, MFA, antivirus.
  • Experience supporting network infrastructure and troubleshooting Level 1 issues.
  • Minimum of 2 years of customer service experience in a support position (helpdesk or equivalent).
  • Must have experience with Microsoft operating systems, MS 365 applications, and hardware setup.
  • Prior experience handling the purchasing of IT hardware/software.

Technical Skills/Competence

  • Must be familiar with Active Directory, VOIP Phone systems, label printers, and barcode scanners.
  • Must be well experienced and knowledgeable with Windows OS and Microsoft O365.
  • Understanding of Windows Active Directory and Microsoft Exchange.
  • Must have strong written and verbal communication skills.
  • Must demonstrate a positive and enthusiastic attitude.
  • Proven strong customer service skills with a sense of urgency.
  • Must be reliable and work independently.
  • Must be well organized, disciplined, and exhibit attention to detail.
  • Ability to lift and carry packages and items up to 20 lbs.
  • Ability to effectively troubleshoot and resolve complex technical problems.

DUTIES AND RESPONSIBILITIES

  • The duties and responsibilities of the IT Technical Support are detailed below, but not limited to the following:
  • Provide 1st level IT support for all users in a friendly and professional manner via telephone, email, and/or in person or remote.
  • Maintain incoming help desk tickets and requests and ensure a successful resolution or escalation if required.
  • Provide first level user support of various technologies used at ALMAG including computers/laptops, printers, network devices, phones, cell phones, software, etc.
  • IT Asset Management.
  • Provide user training as appropriate.
  • Administer Microsoft 365, including user setup, license management, and troubleshooting.
  • Onboard new users, ensuring they have the necessary equipment and access to company systems.
  • Setup of new users including hardware, accounts, and phones.
  • Follow all established processes, guidelines, and procedures.
  • Create and maintain support documentation.
  • Assist with any projects as assigned.
  • Provide after-hours support as required.
  • Additional duties as required to support the business.

Continuous Improvement is everyone’s responsibility in ALMAG’s high-performance culture. We not only value your input, we look to you to actively work to improve the processes you do, by eliminating waste (non-value add) and variation that results in customer dissatisfaction.

HEALTH & SAFETY (Worker/Employee)

According to OHSA of Ontario, Section 28, Subsection (1) & (2): A worker shall;

  • Work in compliance with the provisions of the Act and the regulations;
  • Use or wear the equipment, protective devices, or clothing that the worker's employer requires to be used or worn;
  • Report to his or her employer or supervisor the absence of or defect in any equipment or protective device of which the worker is aware and which may endanger himself, herself, or another worker;
  • Report to his or her employer or supervisor any contravention of the Act or the regulations or the existence of any hazard of which he or she knows;
  • Not remove or make ineffective any protective device;
  • Not use or operate any equipment, machine, device, or thing or work in a manner that may endanger himself, herself, or any other worker;
  • Not engage in any prank, contest, feat of strength, unnecessary running, or rough and boisterous conduct;
  • Observe Almag’s Health & Safety policies and procedures;
  • Ensure work area is kept clean, orderly, and safe at all times.

Accommodations for disabilities in relation to the job selection process are available upon request.

We offer a full and competitive benefits package including:

  • Profit sharing
  • Health care spending account
  • Education assistance program
  • Health and dental
  • Life AD&D
  • Long-term disability
  • Critical illness insurance
  • Gym memberships
  • Wellness programs
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