Imc Representative

**Descartes Unites the People and Technology that Move the World**
The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed.

**We’re growing fast and invite you to join our amazing team.**

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**RESPONSIBILITIES**
- Your responsibilities will be situated within the following domains:

- Follow the Critical Incident and Escalation Management procedures to accurately coordinate, document and report on critical incidents.
- Working with Incident, Problem and Change Management modules within our ticketing system.
- React quickly to incidents and follow the documented knowledge articles or established procedures to restore normal operations.
- Perform windows patching in accordance to documentation and change processes.
- Answer phone calls coming in to the IMC and assist customers as required.
- Communicate effectively with stakeholders at all levels of the organization.
- Run reports on key performance indicators.
- Create and maintain documentation for the IMC.
- Perform other duties as required by your manager.

**QUALIFIC ATIONS**
- IT diploma or equivalent experience.
- Knowledge of Microsoft products and basic networking.
- Knowledge of Monitoring tools such as SCOM, SolarWinds, Zabbix is an asset.
- Basic Linux Knowledge is an asset.
- Ability to learn new technologies in a dynamic IT environment.
- Work with a sense of urgency coupled with strong decision-making skills to identify and resolve various levels of incidents.
- Ability to work both independently and collaborate with teams.
- Excellent verbal and written communication skills with a high attention to detail.
- Experience with ITSM ticketing would be an asset.
- Requirement to work shifting hours

**LOCATION**:This is a remote opportunity open to applicants authorized to work in Canada, preference given to applicants based in Waterloo. #LI- remote

**Salary Range**: $45,000 to $50,000 CAD“Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.”

**Join Us**
As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best argument wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.