Co-op/intern IT Support Technician

2 months ago

Ottawa, Canada Kinaxis Full time

At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.

Every day, we're empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet - for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need - everything from medicine and cars, to day-to-day items like toothpaste - make it to market and into our hands when we need them with mínimal ecological footprint.

We make the world better, and you can too.

**Co-Op/Intern **IT Support Technician**:
**Job location**: our office in _Ottawa, Canada_

**Term** **length**:8 months (Starting September 2023)

**About the team**:
**What you will do**:

- Provide responsive and friendly telephone, face-to-face and online support to Kinaxis end-users who are distributed globally
- Work from a queue of tickets logged against systems/services supported by Kinaxis Corporate IT, staying within our SLA
- Ensure proper escalation occurs for unresolved issues
- Install and configure software and hardware for end users and the IT infrastructure
- Assist in testing systems both developed in-house and hosted in the cloud
- Provide guidance and best practices on IT services to end users
- Assist the team in the set-up, testing of multiple workstations
- Asset Management to help the team maintain accurate information of IT assets
- Create user accounts and manage access control based on company policies
- Occasionally interact with third party providers from a hardware warrantee perspective
- Must be onsite to support Kinaxis' current and new headquarters in Kanata West
- May perform additional projects upon request

**What we are looking for**:

- College diploma in a related discipline and 1+ years relevant experience in a customer-focused environment working with global end users
- Strong knowledge supporting hardware and OS issues (macOS and Windows 10), Office 365, MS Teams, SharePoint, and BitLocker.
- Working knowledge of Active Directory Users and Computers
- Basic knowledge of ticket handling software
- Familiarity with End-Point management tool to provide support remotely
- Ability to effectively work as a team while delivering and supporting IT solutions to global resources while being managed remotely
- Ability to work independently and remotely within a team environment and effectively follow direction and procedures
- Ability to prioritize effectively and work on concurrent tasks
- Strong analysis and problem-solving skills
- Ability to communicate effectively, verbally and in writing to global users
- Excellent customer service skills
- Self motivated
- Ability to adapt rapidly to dynamic and changing environments

**Things that would definitely help**:

- Cisco or Microsoft certifications
- TCP/IP, VPN, remote access, VOIP protocols using Teams, (basic switching and routing skills)
- Knowledge of troubleshooting mobile devices (android or iOS)
- Ability to learn new skills and technologies quickly

**What we have to offer**:

- **Challenging Work - **We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never "done. That's because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about.
- **Great People - **We take our work seriously, but we don't take ourselves too seriously It's in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
- **Global Impact -** As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
- **Diversity, Equity and Inclusion** - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others' differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

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