IT Support Technician

Recochem is leading the way in offering global thermal management, emission control, vehicle care and household solutions that provide protection & safety to consumers and to the environment.
Recochem excels at turning consumer insights into innovation while driving In-depth category expertise and building power brands that align to consumer preference. Our innovative solutions are backed by R&D expertise and next-level education. Our progressive supply chain is unmatched, with 16 factories across the globe.
Recochem’s solutions include coolant/antifreeze, EV thermal fluids, performance fluids, diesel exhaust fluid, windshield washer fluids, car care, rust preventatives, household solvents & winterizing solutions.

**Responsibilities**:

- Provide first line IT support response and assist in problem resolution.
- Treat and prioritize all the incidents and service requests. Prioritize issues based on severity and priority.
- Log all IT incidents and IT service requests in the ServiceDesk
- Logging and processing support calls. If an FCR (first call response) cannot be provided, then hand it off to the appropriate person who will resolve it or provide details about expected delays.
- Respond in a timely manner to service requests and incidents from staff members or company clients.
- Respect SLAs when resolving the incidents or escalate if needed.
- Complete IT onboarding, offboarding and other workflows
- Install and remove IT equipment.
- Maintain the log of equipment given out on loan (loaners).
- Arrange equipment repair: laptops, computers and monitor the status (equipment under warranty).
- Obtain quotes for PC hardware, software and miscellaneous equipment for user requirements while being consistent with IT equipment standards and purchase if necessary.
- Order replacement components for broken equipment or upgrade purposes (mice, keyboards, hard drives, memory).
- Image computers, prepare mobile phones.
- Keep an up-to-date inventory of software and hardware (PCs, laptops printers) within the organization. Assists Infrastructure and Applications teams if requested and free.
- Document and maintain technical specification for Work Instructions, Standard Operating Procedures, etc.
- Provide technical support beyond normal office hours on rotation basis if needed.
- Respond to urgent incidents by mobile phone and be available in case when on-site support is required when on call.
- This position requires occasional travelling. A valid driver license is required.
- This position requires occasional work in the company plants.

**Qualifications**:

- A DEC in Computer Science or related field is preferred, or an equivalent work experience.
- 3 to 5 years experience
- Any MICROSOFT, CISCO, CompTIA A+ certifications or similar will be an asset.
- ITIL certification or a good knowledge of ITIL processes is an asset
- Sound knowledge of PC, mobile, OT devices and Network standards, including hardware.
- Sound knowledge of Enterprise AV solutions.
- Sound knowledge of patching endpoint solutions.
- ITSM solutions.
- Sound knowledge of IP phones (Cisco or softphones).
- Sound knowledge of managing printers using print servers.
- Good knowledge of O365 products (Teams, SharePoint, OneDrive).
- Able to think out of the box for non-standard requests.
- Excellent customer service and communication skills, both verbal and written.
- Team player.
- Bilingual (English and French)

Communication Microsoft Office Office 365 Printers ITIL Technical Support SharePoi
Our Values
We deliver value to our customer
We maintain integrity
We work as a team with mutual respect
We act with a sense of urgency
We focus on safety, our environment and quality