IT Technical Support

3 months ago

Brampton, Canada ALMAG Full time

JOB DESCRIPTION

Reporting to the Manager of Information Technology & Business Systems. An integral part of the ALMAG Aluminum Information Technology Department the IT Technical Support is the first line of IT support for ALMAG’s employees, technologies, hardware and business systems. This individual will support and interface with all levels within the business on a day-to-day basis.

MINIMUM QUALIFICATIONS

Education/Experience

Post-Secondary Degree or Diploma in Information Technology, Computer Science or related discipline. 2+ years’ experience in a similar role providing first line IT support. Previous experience supporting business applications & systems. Experience working within a team environment. IT certifications such as MCSE, A+, ITIL, CCNT, CCNA is an asset Experience with VPN, MFA, antivirus Experience supporting network infrastructure and troubleshooting Level 1 issues Minimum of 2 years of customer service experience in a support position (helpdesk or equivalent). Must have experience with Microsoft operating systems, MS 365 applications, hardware setup Prior experience handling the purchasing of IT hardware / software.

Technical Skills/Competence

Must be familiar with Active Directory, VOIP Phone systems, label printers, barcode scanners Must be well experienced and knowledgeable with Windows OS and Microsoft O365. Understanding of Windows Active Directory and Microsoft Exchange Must have strong written and verbal communication skills. Must demonstrate a positive and enthusiastic attitude. Proven strong customer service skills with sense of urgency Must be reliable and work independently Must be well organized, disciplined and exhibit attention to detail. Ability to lift and carry packages and items up-to 20lbs. Ability to effectively troubleshoot and resolve complex technical problems.

DUTIES AND RESPONSIBILITIES

The duties and responsibilities of the IT Technical Support are detailed below, but not limited to the following: Provide 1st level IT support for all users in a friendly and professional manner via telephone, email and/or in person or remote. Maintain incoming help desk tickets and requests and ensure a successful resolution or escalation if required. Provide first level user support of various technologies used at ALMAG including, computers / laptops, printers, network devices, phones, cell phones, software…etc. IT Asset Management Provide user training as appropriate. Administer Microsoft 365, including user setup, license management, and troubleshooting. Onboard new users, ensuring they have the necessary equipment and access to company systems. Setup of new users including hardware, accounts, phones. Follow all established processes, guidelines and procedures. Create and maintain support documentation. Assist with any projects as assigned. Provide after-hours support as required. Additional duties as required to support the business

Continuous Improvement is everyone’s responsibility in ALMAG’s high-performance culture. We not only value your input, we look to you to actively work to improve the processes you do, by eliminating waste (non value add) and variation that results in customer dissatisfaction.

HEALTH & SAFETY (Worker/Employee)

According to OHSA of Ontario, Section 28, Subsection (1) & (2): A worker shall;

Work in compliance with the provisions of the Act and the regulations; Use or wear the equipment, protective devices or clothing that the worker's employer requires to be used or worn; Report to his or her employer or supervisor the absence of or defect in any equipment or protective device of which the worker is aware and which may endanger himself, herself or another worker; Report to his or her employer or supervisor any contravention of the Act or the regulations or the existence of any hazard of which he or she knows; Not remove or make ineffective any protective device; Not use or operate any equipment, machine, device or thing or work in a manner that may endanger himself, herself or any other worker; or Not engage in any prank, contest, feat of strength, unnecessary running, or rough and boisterous conduct; Observes Almag’s Health & Safety policies and procedures; Ensures work area is kept clean, orderly and safe at all times.

Accommodations for disabilities in relation to the job selection process are available upon request

Benefits

We offer a full and competitive benefits package including:

Profit sharing Health care spending account Education assistance program Health and dental Life AD&D Long-term disability Critical illness insurance Gym memberships Wellness programs

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