[Hiring] IT Support Technician @Kinaxis

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.

• 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.
• 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 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 local/global vendors and suppliers.
• Support and manage company phone devices predominantly within EMEA while supporting other regions as required.
• Interpret data and analyze results with the intention of sharing information related to IT Service tickets.
• Assist with the creation and maintenance of documentation & Knowledge Base articles regarding IT processes, systems, and issues.
• 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.
• 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.
• Strong customer service skills with experience assessing end-user requests.
• 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.
• 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.
• Proven ability to prioritize and reprioritize work, manage multiple tickets under tight deadlines.
• Excellent written and verbal communication skills in English.

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.