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Technical Support Specialist
3 weeks ago
About IEM
Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale.
Position Summary
You have a passion to support our customer base from end user hardware to SaaS Ops You will be responsible for managing IT related incidents and coordinating with expert resources as needed to resolve them. Our goal is to ensure uninterrupted operations to our Business and maintain alignment to expected Service Agreements. As a team member of a growing global company, you'll support the implementation of Enterprise-class architectural solutions in-line with evolving industry standards. You'll contribute to our team's effort to build and continuously improve our processes and technology.
This is an onsite - 100% in office work (no remote work). Only local candidates who are able work in Lower Mainland will be considered.
You Will:
- Appreciate and have a high respect for our employees and what they do to run the plants and company. Their loss in productivity can have a dramatic impact on meeting Corporate production and financial goals.
- Partner with local business teams to resolve manufacturing specific applications or equipment that integrate with IT services such as LAN, internet, Wi-Fi, directory services, and security tools.
- Delivery of a high level of customer support for IT services resulting in positive user experience.
- Provide follow-up and follow-through support of reported incidents through our IT service management set of processes and tools
- Setup new user hardware, software, accounts, and assist with other IT onboarding tasks
- Provide PC asset management duties to maintain equipment through its lifecycle.
- Identify, troubleshoot, resolve, and escalate issues related to networking, server, and telephony equipment
- Partner and collaborate with internal IT service experts to resolve 2ndor 3rdlevel priority incidents.
- Participate in IT projects and rollouts
You Have:
- 3-5 years of experience in providing IT technical support to end users in medium-to-large companies.
- Experience with delivering customer criteria and responsive support including high-touch models for executive staff.
- Windows 10/11 Troubleshooting Experience
- Solid understanding of server and virtualization platforms such as VMware and Hyper-V. Hands-on experience is desirable.
- Proficiency with Microsoft 365 Products including MS Teams is preferred
- Moderate understanding of Active Directory, Azure, Networking, and Server Administration
- SCCM\Intune\Microsoft Endpoint Management configuration and administration exposure
- Advanced understanding of Remote Control/Management tools
- Previous Ticketing system experience (ServiceNow/Jira/Freshservice)
- Excellent organizational and documentation skills
- Ability to communicate clearly and concisely, both orally and in writing
- Ability to work autonomously and collaboratively to ensure work is being completed in an accurate and timely manner
- Ability to follow critical processes for incident, problem, and change management.
- Ability to manage through requests for help in urgent situations.
- Creative and resourceful to troubleshoot and solve ambiguous technical challenges.
- BS degree in Computer Science or similar field preferred
We thank all applicants for their interest, however, only those selected for the interview will be contacted.
Why Join IEM
At IEM, you'll join a team that powers some of the world's most ambitious projects. We're engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you're driven, collaborative, and ready to make an impact, we'd love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.
Learn more about IEM at
We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at
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IEM does not discriminate against any applicant based on any characteristic protected by law.
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