Technical Support Specialist

2 days ago

Winnipeg, Canada MacDon Industries Ltd. Full time

**PURPOSE and SCOPE**:
**JOB RESPONSIBILITIES**:
**The following are the main job responsibilities and priorities for this position**:

- Track open IT support requests to ensure Service Level Agreements (SLAs) are met.
- Follow-up with customers to ensure initial reported support issues were successfully resolved.
- Document customer support issues in the Service Desk ticket tracking system (ServiceNow).
- Escalate IT support issues to other IT teams where appropriate.
- Research solutions to new technical issues and share new knowledge with team-members by documenting in formal knowledgebase.
- Setup and deploy new IT hardware. Decommission end-of-life hardware.
- Must be able/willing to provide desk-side support in a manufacturing environment, including following necessary safety protocols.
- Regular travel between MacDon facilities within Winnipeg to provide technical assistance.
- Other related duties as assigned.

**QUALIFICATIONS**:
**Education and Experience**
- A college diploma, certification, or university degree in a relevant field (i.e., computer science, information technology, etc.) is an asset.
- Prior experience providing IT desktop support is an asset.
- Must posses a valid Manitoba drivers license.

**Skills and Knowledge**
- Strong interpersonal skills such as communication skills, active listening, and customer care.
- Strong technical aptitude.
- Strong analytical and problem-solving skills.
- Physically capable of moving and installing IT hardware in an office & manufacturing environment.

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