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IT Support Center Specialist

3 months ago

Brockville, Ontario, Canada Groupe Leclerc Full time
FUNCTION SUMMARY Under the guidance of the Senior Director of Information Technology, the IT Support Center Specialist is tasked with delivering efficient and courteous operational IT assistance to users while also participating in the upkeep of the organization's network and system infrastructure.RESPONSIBILITIESUser Assistance: Monitor escalated tickets within the internal ticketing system. Collaborate with external partners to provide IT support services. Address urgent requests received via phone or escalate them promptly. Participate in weekly production meetings (Tier 3) as necessary. Aid users in utilizing commercial software. Actively engage in internal and user-focused projects.Management of Work Tools: Configure, reconfigure, update, and secure computers. Oversee industrial equipment (scanners, printers, forklift computers). Maintain printers and manage print queues. Support mobile devices (tablets, smartphones). Manage equipment for conference rooms and display screens. Oversee telephony systems (consoles, phones, voicemail boxes).Equipment Oversight: Ensure an adequate inventory of IT equipment and supplies. Handle installation, receipt, shipping, and relocation of equipment. Track repairs and manage critical equipment. Plan preventive maintenance for devices. Maintain IT storage areas in optimal condition. Document equipment, software, and procedural details. Keep the inventory of all IT devices well organized.Network and System Infrastructure Maintenance and Support: Monitor and manage network devices (switches, routers, gateways). Oversee and maintain Internet connections, LAN, and Wi-Fi. Troubleshoot and resolve network connectivity issues. Contribute to the optimization and updating of server operating systems. Monitor system and network performance to ensure availability and security. Collaborate with internal teams on infrastructure upgrade or expansion projects. Maintain order in Rack and IT cabinet (cabling management, documentation). Engage in troubleshooting Wi-Fi issues, including equipment replacement. Serve as a contact point for Infrastructure and OT within the organization.SKILLS AND ABILITIES REQUIREDCompletion of a vocational diploma (DEP) or college diploma (AEC) in IT support.2 to 3 years of relevant experience.Familiarity with a ticketing system.A+ certification is preferred.Proficiency in Windows and M365 environments.Experience in the manufacturing sector is advantageous.Exceptional customer service and teamwork abilities.Strong communication skills.Quick and effective problem-solving capabilities.Strong learning aptitude.Experience in a decentralized environment (multiple sites).Competence in workstation configuration and diagnostics.Knowledge of computer components (computers, printers).In-depth understanding of Microsoft network environments.Familiarity with telephony and Apple products (iPad, iPhone) is a plus.Experience in network and system infrastructure maintenance and support.