IT Support Technician

3 months ago

Acton, Canada Keller Foundations, Ltd. Full time

Company Logo:
Overview:
Make a positive impact by joining a Leader in the Geotechnical Construction Field - Keller Team is dedicated to making a difference in the lives of people in need by creating an inspiring working environment. Enjoy a competitive salary and a variety of comprehensive benefits and healthy amount of vacation to start.

**Who We Are**: The World Preferred Leader in Geotechnical Solutions. Everyday people around the world live work and play on ground prepared by Keller. Leveraging our full range of techniques, we provide solutions to Geo technical challenges across the entire construction spectrum. We have the expertise experience and product range to respond quickly with the optimum solution execute it safely, and see it through to a successful conclusion, no matter the size of the project. Global strength and local focus the strongest local construction projects are built on a foundation of connected global experience.

At Keller we know that our continued ability to help the people who need us is due to the hardworking individuals who make up our team, dedicated to making a difference in the lives of people in need. We foster a positive culture of open communication for our team to thrive within, underpinned by our values of Integrity, Collaboration and Excellence.

**Job Role**: We are currently seeking an
**IT Support Technician**
***to join our Regional Team in
**Acton, ON.**

**Responsibilities**:
The IT Support Technician will be the first IT contact within the Canada BU and responsible for delivering end-to-end support in accordance with IT standards and service level agreements. By partnering with local management, end-users, and technology teams. The IT Support Technician ensures all incidents and needs are documented in ServiceNow, analysed, resolved, and reported back within acceptable timeframes. This role will primarily base in the Acton office and focus on onsite support for end users and travel as needed. Another focus is to collaborate in Projects within the Global IT Team.
- Actively monitor ServiceNow (ticketing system) and troubleshoot, diagnose, resolve and/or escalate reported incidents within Service Level Agreements (SLA)
- Collaborate with other IT team members to escalate and resolve complex technical issues
- Ensure that all communications (calls/chat/in person) are logged into ServiceNow
- Promote IT Connect Service Portal (ServiceNow) and provide guidance to end users on incidents and service request creation and portal use
- Keep users informed about the status of their support requests
- Help to maintain accurate and updated knowledgebase articles
- Manage users and devices in Intune, Active Directory and in ServiceNow’s Asset Management
- Contact Suppliers/Vendors and check delivery/arrange support
- Always provide excellent customer service and maintain strong relationships with BU leadership and key contacts
- Participate in team meetings and training sessions to stay updated on IT services, technologies, and best practices
- Ensure that all procedures and documentation are maintained and updated when necessary
- Travel to local offices or project sites when necessary to provide hands on assistance with IT support requests and service upgrades
- Order and configure computer systems, mobile devices, and peripherals
- Represent Global IT in all customer interactions and ensure compliance with IT all controls and standards
- Provide feedback to IT leadership regarding the impact of IT services and changes on the users
- Assuming Service Desk responsibilities such as troubleshoot Incidents as a first contact for the Europe Business Unit branches in cases of substitution or high workload

Qualifications:

- 5 years of experience with on-site support or an equivalent role
- Ability to assess and prioritize issues while organizing daily responsibilities
- Fluent verbal communication. Other foreign languages are a plus
- Excellent customer service skills and attention to details
- Ability to work collaboratively in a team environment
- Strong ability to be independent and find solutions to problems that may not be immediatel apparent
- Ticketing system, Windows 10, Microsoft Office 365, Active Directory experience required
- ITIL certification is a plus

We would like to thank all applicants in advance for their interest but regret that only those shortlisted will be contacted. Keller Canada is committed to building a skilled, diverse workforce reflective of Canadian Society. Members of equity-seeking groups are encouraged to apply.

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