JOB SUMMARY

The IT support technician is responsible for providing technical assistance to users and resolving problems related to computer systems and software. Responsibilities include hardware and software troubleshooting, operating system management, network configuration, ticket management, accurate documentation of interventions and resolution of connectivity problems.

The incumbent must demonstrate excellent communication skills to explain technical solutions in an understandable way to non-technical users. Collaboration with other team members is essential, as is maintaining a high level of customer service to ensure a positive user experience.

REQUIRED TRAINING, EXPERIENCE AND SKILLS

Training and Experience

2-3 years experience in technical support (in a large company or manufacturing environment would be considered an asset)

Technical Skills

The incumbent should have expertise or working knowledge of each of these items:

Microsoft Windows workstation and server

Cloud Services (Microsoft Azure) – IAAS, PAAS

Virtual environments (VMWare)

On Prem Active Directory and Azure AD

Office 365

DNS, DHCP, Group Policy, Conditional Access, MFA

One Drive / SharePoint / Cloud Storage

Microsoft Office Suite

Application Deployment

Knowledge of 3-2-1 backup strategy

Soft Skills

Ability to explain technical concepts in a way that facilitates understanding by non-technical people

Problem solving skills

Excellent analytical skills

Customer focus and active listening skills to fully understand needs

Camaraderie

Autonomy

Adaptability and reliability

Physical Skills

Ability to handle small components and tools, such as screws, cables, and connectors

Good vision to read small print on computer screens, circuit boards, and other technical equipment

Ability to move around the office or data center, including bending, reaching, and occasionally lifting equipment (up to 50 lbs).

Comfortable sitting at a desk and working on a computer for long periods of time.

Precision in tasks that require precise movements, such as assembling components.

Ability to hear and understand verbal instructions and communications, often in a noisy or hot environment.

Other

Willingness to address emergencies, including occasional on-site duties outside regular working hours.

SPECIFIC RESPONSIBILITIES

Support, install, and maintain user’s computers, network, peripherals, telephony, videoconference equipment, etc.

Work within the company ticketing system and stay within Service Level Agreements for all ticketed requests.

Proactive maintenance of all IT equipment and software on site.

Support for all User workstations and laptops – image new machines
Ensure proper monitoring and maintenance of all equipment including but not limited to the following: security and software updates, firmware updates, hardware replacement, UPS maintenance, backups for all critical equipment and applications.

Act as a local resource for the Engineering team providing hands-on intervention as needed.

Be prepared to respond to security incidents immediately as needed.

Provide communications with local users as requested by IT Management and Engineering

Actively participate in user on/off boarding.

Ensure all local resources meet a 90%+ for security updates, both Microsoft and 3rd party each month.

Be familiar with all company applications and consoles.

Ticket system, Software Deployment Tool, AV console, Azure AD, Office 365, etc

Responsible for ensuring IT costs for the local site stay within budget.

Cooperation and Collaboration with IT team on all Global efforts

Ensure all company polices as well as IT best practices are being followed.

Ensure that all tasks and responsibilities are carried out in compliance with ISO 9001 & 14001 procedures (if applicable) relating to their department.

Meet with personnel throughout all areas of a site.

Any other related tasks requested by the immediate superior.

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