IT Support

6 months ago

Montréal, Canada Fime Inc Full time

**Function identification**:IT Regional Manager**:

- **Hierarchical and functional position**: performed in a Fime site under the responsibility of the Head of IT infrastructure and security.
- **Job related knowledge**:_(required experience)_
- Good autonomy, relationship and leadership skills
- Good knowledge of IT infrastructure such as network, phone systems, monitoring, backups, datacenter hardware, security (Active Directory), PC setup
- Good knowledge of virtual (VMware) and cloud environments (AWS, Azure)
- Helpdesk tools and operating systems (Windows, Linux)
- **Job related prerequisite skills**:_(appropriate diploma, languages & fluency, office software )_
- BS. degree in IT or Computer Science
- Local language and fluent English mandatory.
- Negotiation skills
- Organization skills and customer oriented
- Good knowledge of MS Office suite
- **Missions**:

- Centralize local IT infrastructure requests and manage operations/projects
- Implement locally global IT and Security infrastructure policies
- Manage local costs and IT expenses
- Manage and monitor local Security (firewall, Wi-Fi, internet, network )
- Procurement of hardware and software
- Monitor and operate the IT infrastructure (servers, data backups, network, telephony )
- Manage mobile and landline phone systems
- Prepare, install and maintain computers for all users
- Troubleshoot computers and other IT devices (mobile, tablets) and track incidents
- Ensure maintenance for printer and fax- As part of IT security officer:

- Manage and monitor IT security (firewall, Wi-Fi, internet, network)
- Manage users rights and participate in the employee entry and leave process
- Train new comers on security matters
- Contribute to the Quality System improvement (procedures updates)
- **Constraints & difficulties**: _(multisite, time-shifted scheduling )_
- Managed remotely, possibly from a different time zone
- Manage support executive remotely, possibly from a different time zone
- Different time zones: multisite support when needed (overload, backup for the regions)
- Respect the SLA (Service Level Agreement) for IT support services
- Risk of work overload due to a high number of users to support
- Execute tasks in different IT domains
- Abides by confidentiality, quality and security processes
- **Authority**:

- Staff: (teams, location)
- External resources when needed,
- and IT support executives (when function existing in the region)
- Decision/approval: (Go/no go on projects, purchases, financial accounts)
- Go / No Go on IT problems resolution based on IT rules and policies
- Go / No Go on IT infrastructure project based on IT rules and policies and approval of the Head of IT infrastructure and operations
- Decision on staff recruitment
- **Back-up**:

- Is backup of: (indicate job function)
- IT support executive
- Is backed-up by: (indicate job function)
- Head of IT infrastructure and security
- **Relations**:

- External relations: IT providers, external auditors
- Internal relations: All FIME staff internal and co-workers (worldwide), IT team, quality

Identification de la fonction : Responsable Régional de l'Informatique
- **Position hiérarchique et fonctionnelle**:

- Exercée au sein d'un site FIME sous la responsabilité du Chef de l'Infrastructure et de la Sécurité Informatique.

**Connaissances liées au poste : (expérience requise)**
- Bonne autonomie, compétences relationnelles et en leadership
- Bonne connaissance de l'infrastructure informatique telle que le réseau, les systèmes téléphoniques, la surveillance, les sauvegardes, le matériel du centre de données, la sécurité (Active Directory, etc.), la configuration des PC
- Bonne connaissance des environnements virtuels (VMware, etc.) et cloud (AWS, Azure, etc.)

**Compétences préalables liées au poste : (diplôme approprié, langues et maîtrise, logiciels bureautiques, etc.)**
- Diplôme universitaire en informatique ou en sciences informatiques
- Langue locale et anglais courant obligatoires.
- Compétences en négociation
- Compétences en organisation et orientation client
- Bonne connaissance de la suite MS Office

**Missions**:

- Centraliser les demandes locales d'infrastructure informatique et gérer les opérations/projets
- Mettre en œuvre localement les politiques mondiales d'infrastructure informatique et de sécurité
- Gérer les coûts locaux et les dépenses informatiques
- Gérer et surveiller la sécurité locale (pare-feu, Wi-Fi, internet, réseau, etc.) Approvisionnement en matériel et logiciels
- Surveiller et exploiter l'infrastructure informatique (serveurs, sauvegardes de données, réseau, téléphonie, etc.)
- Gérer les systèmes de téléphonie mobile et fixe
- Préparer, installer et entretenir les ordinateurs pour tous les utilisateurs
- Résoudre les problèmes d'ordinateurs et d'autres dispositifs informatiques (mobiles, tablettes, etc.) et suivre les incidents
- Assurer la maintenance des imprimantes et des fax

**En t

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