IT Local Support Specialist

2 weeks ago

Brampton, Canada I2R North America Inc. Full time

**Position Summary / Purpose**

The IT Local Support Specialist of the Canadian site is a motivated individual with a strong interest in technology and a solid understanding of IT support principles with experience in handling internal customer requests for 1st level infrastructure support.

He will be part of a dedicated IT support team within an organization where IT governance will be managed by the headquarters in Italy whom he will report.

**Main duties and responsibilities**
- Collaborate with local IT partners and Italy IT Headquarter to manage and maintain the IT infrastructure, fostering effective communication and coordination.
- Coordinate with local IT partners and Italy IT Headquarter for infrastructure upgrades, maintenance activities, and troubleshooting to ensure optimal performance.
- Participate in regular meetings with Italy IT Headquarter to discuss infrastructure requirements, performance metrics, and improvement initiatives.
- Provide 1st level support for internal customer requests related to infrastructure, including PC and device configuration and user onboarding.
- Resolve issues related to Microsoft domains (DNS, DHCP, Printing) and Office 365, assisting with access, mailbox configuration, and permission management.
- Collaborate with internal teams to ensure prompt and effective handling of internal customer requests, adhering to service level agreements (SLAs).
- Monitor and resolve basic network issues, such as connectivity, IP configuration, and troubleshooting connection problems.
- Thoroughly document all customer requests, implemented solutions, and actions taken to resolve issues, ensuring traceability and process repeatability.
- Collaborate with higher-level IT support teams to escalate complex or unresolved issues from the 1st level.

Maintain up-to-date knowledge of infrastructure technologies and industry best practices by participating in training sessions and self-learning.

**Qualification/ Experience**
- Proven experience in handling internal customer requests for 1st level infrastructure support, including PC and device & user configuration.
- In-depth knowledge of Microsoft domains and Office 365 functionalities, with the ability to resolve issues related to access, mailbox configuration, and permission management.
- Basic SAP skills, with familiarity in navigation and performing basic tasks.
- Excellent communication and customer-oriented skills, with the ability to understand and address customer requests in a clear and professional manner.
- Ability to work effectively in a collaborative environment, cooperating with colleagues to ensure timely resolution of customer requests.
- Problem-solving aptitude and the ability to analyze and resolve issues quickly and efficiently.
- Results-oriented mindset and attention to detail to ensure accuracy in documenting customer requests and implemented solutions.
- Self-learning ability and a commitment to staying updated on new technologies and industry best practices.
- Knowledge of SAP modules related to Finance and Controlling (FI, CO)
- Knowledge of SAP modules related to Supply Chain and Production (MM, SD, PP)

**Skills required**:

- Communication skills;
- Problem Solving;
- Ability to manage work routine
- Flexibility and adaptation to different scenarios
- Result orientation

**Job Types**: Full-time, Permanent

**Salary**: $50,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Education**:

- Bachelor's Degree (required)

Work Location: In person

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