IT Support Specialist

IT Support Specialist

As part of our growth strategy, we are looking for a dynamic individual to join our team as an IT Support Specialist. One of our core values is how we 'WoW customers' - it's a mindset, philosophy, a call to action. This plays a critical role.

The Role:

Your role is to ensure the efficient delivery of IT support services by helping to improve support processes and maintain a high quality of service to ultimately achieve rapid problem resolution, minimized system downtime and high user satisfaction.

The IT Support Specialist provides timely and effective technical support to users by diagnosing and resolving hardware and software issues, maintaining system performance, and ensuring high levels of user satisfaction through excellent customer service and adherence to service level agreements (SLAs).

Reports to Head of IT or Team Lead - IT Support Specialist.

Essential Duties & Responsibilities:

• Provide technical support for hardware, software/application, and network issues by diagnosing problems and implementing effective solutions to ensure minimal downtime and optimal performance.
• Respond promptly to incidents, manage ticket queues, and follow up to ensure issues are resolved according to SLAs, minimizing impact on business operations.
• Assist users with technical issues by providing clear and helpful guidance, ensuring excellent customer service and high user satisfaction.
• Maintain detailed documentation of support activities and changes and generate reports support metrics.
• Work closely with other IT team members, departments, and vendors to coordinate support efforts, share knowledge, and implement improvements.
• Stay current with emerging technologies, industry trends, and best practices, continuously seeking opportunities to enhance technical skills and improve support processes.
• Responsible IT procurement tailored to local needs, managing and executing the IT purchasing function at the local level to ensure efficient acquisition and delivery of technology solutions that align with specific regional standards and business objectives.

Professional Skills:

• Proficiency in troubleshooting and resolving complex technical issues.
• Analytical and critical thinking abilities to diagnose problems, identify root causes, and implement effective solutions.
• Understanding of the ITIL (Information Technology Infrastructure Library) principles.
• Excellent customer service skills, with the ability to communicate technical information clearly and patiently to non-technical users.
• Strong verbal and written communication skills for effective interaction with users, team members, and other stakeholders.
• Ability to create clear and concise documentation.
• Commitment to staying current with emerging technologies, industry trends, and best practices.
• A bachelor's degree in computer science and/or related field

Technical Skills:

• Strong knowledge of IT systems, including hardware, software, networking, and operating systems.
• Experience with SAP terminology and providing SAP end-user support
• Microsoft Office 2019, Office 365, Outlook, Microsoft Teams
• Printers, scanners, computer peripherals
• Mobile devices (iOS, Android)
• Client PC connectivity - Ethernet, TCP/IP, and VPN
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written to a wide range of end-users
• 2-3 years' experience working in a Windows environment (Windows 10 or 11)

What's in it for you?

• The opportunity to work for a company that has been certified as a Great Place to Work
• The opportunity to work for a growing company where you are surrounded by a collaborative team.
• A rewarding career where we all share the success of the company.
• You can expect to be supported by leadership through open communication, encouragement and  recognition.
• You will receive encouragement to continue professional growth through training, seminars,
• etc.

Who we are:

Hafele is a global market leader in providing hardware solutions and innovation to the furniture, kitchen cabinet, architectural millwork and hospitality industries. We are a privately held company with a long and rich history that began in 1923. We have over 8,000 employees worldwide and in Canada, we are looking to grow our team. Come join a company where you will be encouraged to succeed, challenged to adapt and motivated to grow. Come join the 'A' team