IT Support Technician

6 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.

**IT Support Technician**:
**Job location**: our office in Ottawa, Canada. You would be expected to be in the office 5 days a week.

**About the team**:
Reporting to the Team Lead, IT Service Desk, the IT Support Technician is responsible for providing a wide range of end-user remote and in-person support for software/hardware requirements and requests, and technical assistance for a global workforce. As the first point of contact between end users and Kinaxis Corporate IT, the IT Support Technician will demonstrate exceptional customer service and will partner with others across Corporate IT to ensure the successful resolution of IT-related queries.

This position requires participation in occasional on-call shifts and after-hours work.

**What you will do**:

- Provide first-level telephone, face-to-face, and online support to Kinaxis end-users for software/hardware requirements and serve as the first point of contact for employees seeking technical assistance.
- Lead technical analyses on assigned tickets, conduct root cause analysis, and deliver appropriate solutions about products/systems. Follow pre-established SLAs and ticket handling procedures.
- Extensive expertise in providing hardware support for a diverse range of systems, including Windows-based laptops and desktops, MacBooks, as well as Android and iOS devices.
- Own and manage the Onboarding & Offboarding processes for employees within scope, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees.
- Ship hardware/laptops to new hires and replacements to existing staff members as and when required.** **Additionally,** **manage logistics delivery and liaise with our global vendors/suppliers to ensure a smooth process is maintained for everyone.
- Support, order, and manage company phone devices in accordance with company standards, as well as liaise with phone carrier vendors as and when needed.
- Create, update and maintain relevant documentation & Knowledge Base regarding IT processes, systems, and issues with the goal of promoting Self-Service among users.
- Deliver end-user training on IT Services where necessary.
- Contribute to fostering an IT environment that is focused on security by design, education, and communication.
- Identify and raise potential situations which could have an impact on workload, customer satisfaction, or service levels to the Service Desk Manager.
- Test and document the findings on new systems, services, and business processes.
- Support with other projects and responsibilities as required

**What we are looking for**:

- 3+ years of IT Service Desk experience.
- Diploma in information technology or an acceptable combination of education, experience and training required.
- Strong Customer Service Skills.
- Familiarity working with ITSM managing Incidents/Requests; Proficiency in ServiceNow will be considered a significant asset.
- A+, Network +, MCSA, and ITIL v4 certifications would be considered an asset.
- Must be able to adhere to all security and confidentiality requests for this position. (SOC2, and the Kinaxis Digital Security Program and any other security and compliance requirements)
- Natural problem solver who enjoys identifying ways to make things better.
- Proficient in utilizing knowledge base articles to effectively troubleshoot and resolve various issues.
- Strong time management skills and the ability to shift priorities rapidly to meet evolving business requirements.
- Strong communication skills, both written and verbal, to be able to communicate concisely to a diverse audience.
- Strong technical skills relevant to enterprise tools such as Windows and Mac OS, Active Directory, VPN, Okta, O365, RDP, cloud solutions, Intune MDM, and strong troubleshooting skills.
- Basic Networking/infrastructure understanding advantageous.

**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 t

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