IT Support Technician

IT Support Technician ~ Job Description

**POSITION PURPOSE**

The purpose of this role is to be responsible for helping end users resolve their issues through our ticketing system.

**KEY AREAS OF RESPONSIBILITY & ASSOCIATED DUTIES**

**KEY AREA**

The IT Support Technician works closely with employees and third-party contractors and must ensure you are knowledgeable and consistently following Northern Mat & Bridge policies and procedures, OHS regulations, all applicable regulatory legislation requirements, and all site-specific client requirements where applicable.

**KEY AREA: Development and Execution**

**DUTIES**:

- Provide support and troubleshoot for Windows 10/11, printers, and mobile devise (IOS)
- Setup new hardware including computers, workstations, and mobile devices.
- Manage support ticket queue and ticket SLA.
- Perform hardware, software, and network troubleshooting.
- Determine the best solution based on the issue and details provided by customers.
- Provide professional and courteous customer service to all employees.
- Direct unresolved issues/escalate to the next level of support personnel.
- Proactively help improve internal systems and procedures.
- Gather feedback and suggestions from employees to improve service.
- Other duties as assigned.

**JOB REQUIREMENTS**

**COMPLEXITY**
- Maintaining relationships with all personnel to ensure close communication in a professional and courteous manners within Northern Mat & Bridge LP, and its various partnerships.

**EXPERIENCE REQUIREMENTS**
- Experience installing and maintaining Office 365 environments.
- Experience managing mobile devices in an MDM.
- Experience with Microsoft Dynamics, CRM and NAV is considered an asset.
- Experience with PowerBI and Power Automate is considered an asset.
- Experience installing and maintaining Office 365 environments.

EDUCATION REQUIREMENTS
- Grade 12 education required.
- Clean drivers abstract.
- IT related education/degree, industry certifications are an asset.

**OTHER SKILLS & ABILITIES**
- Knowledge of servers, networking and active directory are a must.
- Ability to deal with 3rd party vendors for purchasing and support.
- Deep understanding of the Microsoft Windows operating system.
- Outstanding customer service and communication skills.
- Ability to work with mínimal supervision, self starter.
- Knowledge of cyber security solutions and security training is an asset.
- Must keep detailed notes, update and close service tickets.
- Knowledge of Cisco Meraki installation and configuration is considered an asset.
- Ability to potentially travel to other locations from time to time.
- Ability to work on after-hours requests if they are urgent.
- Above all a positive attitude with an eagerness to learn new technology and advance yourself.

**COMPENSATION**
- Compensation will be based on experience and qualifications. NMB offers a great employer paid benefits package, health care spending account, Employee Family Assistance Program, Employee Stock Purchase Plan, and RSP matching plan.
- This is a fulltime, long term employment opportunity; contractors will not be considered.
- All IT requirements are supplied by the company and a company vehicle is supplied for field travel, when required.
- NMB is an equal opportunity employer and a drug and alcohol-free workplace.

**REPORTING RELATIONSHIPS**

**REPORTS TO**: IT Manager
- Internal: Operations, Administration, Sales, Accounting
- External: Clients, Contractors, Third Party vendors

Confidentiality: All Northern Mat & Bridge communication, inner workings, and documentation shall always remain confidential and the property of Northern Mat & Bridge

**Salary**: $50,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- IT support: 3 years (preferred)

Work Location: In person