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Technical support specialist

4 months ago

Burlington, Canada IKEA Gruppe Full time
Who you are

The position is based in the GTA and includes traveling between different IKEA units across the GTA and in Ontario.

What you'll need to have

· You are inspired by service-minded work, and put the end user´s and customer’s

needs first.

· You’re adaptable and enjoy working with changing business needs and/or priorities

· You have at least 3 years of IT work experience in Technical Support and Hardware/

Software Troubleshooting.

· You’re a natural at identifying and proposing improvements to IT processes and tools.

· You are up to date on relevant technology standards, trends and innovations.

· You have a general knowledge of IT service management, processes and tool sets, procedures and guidelines.

· You have knowledge of project and change management and a general knowledge of accounting and inance concepts related to the procurement and life cycle management of IT assets.

Your responsibilities

Manage the life cycle of all IT assets within the defined region including maintaining an accurate inventory, maintaining fixed asset accounting register, preparing budget input, procurement of new hardware and software and implementation and configuration of new assets.

· Lead or support on-site project implementation/deployment eforts with regard to implementation of new Digital products, life cycle refresh of hardware solutions and all technical implementation work related to the build-up of new locations.

· Provide 2nd level hardware and software support for end users at multiple sites within a defined region, and provide remote, after-hours support for business- critical issues, aligned with Central Group Digital service operations framework.

· Perform preventive maintenance and routine monitoring to include creation and follow-up of a service schedule for fixed assets, daily and weekly review of all applicable monitoring tools in order to identify and avoid potential business interruptions.

· Take necessary decisions and actions to solve issues, as well as prioritize issues according to business needs, and know when and how to escalate an issue in the support chain.

· Ensure projects in need of Technical Support receive such support through participation in necessary project teams and actively ensuring necessary preparations and activities are in place for local projects and global deployments.

· Provide hands-on basic technical training for onsite support staf and of new hires, including setting up and introducing technical equipment (e.g. laptops).

· Provide input on what digital equipment/products might be in risk of downtime and suggest solutions to ensure the business continuity plan is secured and in place for all critical equipment/products.

· Coordinate and manage local vendors and local contact points to global vendors

Together as a team

· The job requires working some evenings, overnights and weekends shifts.

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