IT Support Technician

3 weeks ago

Kitchener, Canada Marcone HVAC Full time

**Who we are**:
At Marks Supply, we take pride in our long-standing history of providing top-quality plumbing, P.V.F., hydronics and HVAC products to our customers since 1962. With eight wholesale branches and three luxury showrooms throughout southwest Ontario, we are committed to maintaining a knowledgeable team of employees while embracing innovative technology.

Investing in our people is core to our culture. At Marks Supply, we actively encourage life-long learning through our generous education policy and find that doing so attracts those who value our commitment to them, and whose core principles cause them to respond in kind.

We offer workshops directly related to our industry, like our Product Pro Program, where employees earn compensation for completing training modules related to product knowledge. This enables our team to share the very best knowledge to guide customer decisions. We hope you will join our journey be a critical part in the next phase of our growth.

**What You'll Do**:
As our IT Support Technician, you will provide front-line technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. You will leverage your strong technical and analytical skills working independently, as part of a group, and collaboratively with other business units to identify, troubleshoot and resolve a range of technology issues. In addition, we will look to you to help identify opportunities for innovation in client service delivery and process efficiency and participate in various types of IT projects.

You will work primarily out of the Marks Supply Head Office in Kitchener though travel may be required around our various locations in Southwestern Ontario and the GTA. Work outside regular 8-5 business hours may be required, albeit not often.

In particular, the IT Support Technician tasks will include, but not be limited to:

- Prioritize incoming incidents and schedule investigation and resolution accordingly.
- Escalate problems (when required) to the appropriately experienced staff.
- Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
- Identify and learn appropriate software and hardware items used and supported by the organization.
- Perform post-resolution follow-ups to help requests whenever appropriate.
- Evaluate resolutions and analyze trends to identify ways to prevent future problem occurrences.

**What You’ll Need**:

- Enthusiasm for continual learning
- Degree or diploma in a Computer Sciences program and/or related industry experience
- Experience with Office 365
- Working knowledge of Windows desktop platforms including Windows 10/11
- Working knowledge of desktop / laptop hardware technologies
- Working knowledge of Microsoft networking technologies
- Ability to travel to locations throughout SW Ontario and the GTA

**Additional qualities**:

- Superior Troubleshooting and problem-solving skills.
- Superior command of written English with a demonstrated ability to produce quality documentation.
- Excellent communication & interpersonal skills.
- Keen attention to detail.
- Ability to conduct research into a wide range of computing/technical issues as required.
- Ability to present ideas in user-friendly “low-tech” language.
- Document procedures into a living IT Support Manual, demonstrating experience and skill gains to be used for future reference within the department.

**What we have to offer**:
We foster a supportive work environment where we are committed to the growth and development of our employees. You will have the opportunity to collaborate with a skilled team, some of whom have been integral members of our organization for many years. We empower our employees to make decisions, to learn from their mistakes, and to reach further in their career with us. Additionally, we provide:

- A comprehensive health benefits package, paid for by the company.
- Life insurance, short-term and long-term disability.
- Paid vacation and holidays
- Employee Assistance Program
- Education reimbursement
- Employee discounts
- And much more

**_If you require a disability-related accommodation to participate in the recruitment process_**_, please contact us directly. Marks Supply will consult with all applicants with disabilities who request accommodation during the recruitment process to ensure that the accommodation provided considers the applicant’s individual accessibility needs._
- #LI-KH1_

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