IT Support Center Specialist

4 weeks 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 engaging in the upkeep of the organization's network and system infrastructure.
RESPONSIBILITIES
  • User Assistance: Monitor escalated requests in the internal ticketing system. Collaborate with external partners to provide IT support services. Address urgent inquiries received via phone or escalate as necessary. Participate in weekly production meetings (Tier 3) as required. Aid users in utilizing commercial software. Actively engage in internal and user-focused projects.
  • Management of Work Tools: Set up, 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 meeting rooms and display screens. Oversee telephony systems (consoles, phones, voicemail).
  • Equipment Oversight: Ensure a sufficient 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 an orderly manner. Document equipment, software, and procedural details. Keep an accurate inventory of all IT devices.
  • 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 the organization of racks and IT cabinets (cabling management, documentation). Address Wi-Fi issues as they arise, including equipment replacement. Serve as a contact point for Infrastructure and OT within the organization.
SKILLS AND ABILITIES REQUIRED
  • Completed vocational diploma (DEP) or college diploma (AEC) in IT support.
  • 2 to 3 years of relevant experience.
  • Experience with a ticketing system.
  • A+ certification is desirable.
  • Proficiency in Windows and M365 environments.
  • Experience in the manufacturing sector is a plus.
  • Exceptional customer service and teamwork skills.
  • Good communication skills.
  • Quick and effective problem-solving abilities.
  • Strong learning aptitude.
  • Experience in a decentralized environment (multiple sites).
  • Competence in workstation configuration and diagnostics.
  • Knowledge of computer components (computers, printers).
  • In-depth knowledge of Microsoft network environments.
  • Familiarity with telephony and Apple products (iPad, iPhone) is a plus.
  • Experience in network and system infrastructure maintenance and support.

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