[Hiring] IT Support Technician @Kinaxis Inc.

Role Description

The IT Support Technician provides the first point of contact between internal staff and the Corporate IT department. This role is responsible for delivering comprehensive remote support across EMEA and other global locations. The position serves as the initial point of contact for employees seeking technical assistance and provides first-level support through telephone, virtual and online channels, both for software and hardware needs. Additionally, collaboration with other members of the Corporate IT team is essential to ensure prompt and effective resolution of IT-related inquiries for a global workforce.

What you will do

• Understand specific challenges and desired outcomes of end-users through communication and software/hardware assessment, providing technical support, guidance, and solutions to resolve IT-related issues following pre-established SLAs and ticket handling procedures.
• Lead technical analysis on assigned tickets, typically of a routine nature, communicating updates and solutions through the ticketing system, ensuring both teammates and end-users are kept informed regarding the status of requests.
• Perform Onboarding & Offboarding processes, including new hire account creation, hardware provisioning, account decommissioning, and repurposing assets from former employees.
• Install, diagnose, repair, maintain, and upgrade hardware, software and IT equipment to support Kinaxis end users and business operations.
• Conduct tests and root cause analyses on systems and hardware to ensure functionality and to deliver appropriate solutions related to products and systems.
• Participate in testing new systems, services, processes and document findings.
• Ship hardware/laptops to newly hired employees and replacements to existing staff members across EMEA and other regions as required. Liaise with the internal teams, logistics partners, vendors, and suppliers to manage logistics for timely delivery.
• Liaise with local/global vendors and suppliers.
• Support and manage company phone devices predominantly within EMEA while supporting other regions as required. Support the ordering and setup of devices as per company standards and liaise with phone carrier vendors, as and when required.
• Interpret data and analyze results with the intention of sharing information related to IT Service tickets, and suggest opportunities to reduce ticket volume and enhance service.
• Assist with the creation and maintenance of documentation & Knowledge Base articles regarding IT processes, systems, and issues, with the intention of promoting self-service.
• Participate in the weekend On-Call L1 support rota and respond outside of business hours where necessary.
• Respond to P1 calls during regular business hours on weekdays as required.
• Deliver end-user training on IT Services where necessary.
• International travel, including travel within EMEA may be required on an ad hoc basis to support the business, a valid passport is required.
• Other duties as required.

Qualifications

• Minimum 3-5 years of IT Service Desk experience providing remote end-user support across multiple locations.
• Post-secondary education (degree or diploma) in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• ITIL, A+, Network+, and/or MCSA certifications are considered an asset.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to apply sound judgment in resolving technical and operational challenges.
• Strong customer service skills with experience assessing end-user requests, delivering effective solutions, and communicating technical concepts to technical and non-technical audiences, including executive stakeholders.
• Ability to build rapport and collaborate effectively with fellow technicians and end-users.
• Strong experience working with ticketing and self-service platforms such as ServiceNow.
• Strong experience supporting enterprise technologies, including Windows and Mac OS, Active Directory, BitLocker, VPN, Okta, Microsoft 365, Windows Server, RDP, cloud solutions, Intune MDM, and OS patch management; experience with Exchange Online is an asset.
• Basic networking and infrastructure knowledge is considered an asset.
• Understanding of ITSM, incident and request management processes, onboarding and offboarding procedures, and cybersecurity and privacy best practices.
• Basic understanding of Artificial Intelligence (AI) concepts and tools, with the ability to identify opportunities to improve productivity, troubleshooting, and user support.
• Proven ability to prioritize and reprioritize work, manage multiple tickets under tight deadlines, and adapt quickly to changing business needs.
• Excellent written and verbal communication skills in English, with the ability to communicate professionally and build strong working relationships.

Benefits

• Flexible vacation and Kinaxis Days (company-wide days off).
• Flexible work options.
• Physical and mental well-being programs.
• Regularly scheduled virtual fitness classes.
• Mentorship programs, training, and career development.
• Recognition programs and referral rewards.
• Hackathons.