IT Operations Technician

SUMMARY OF FUNCTION

Under the supervision of the IT Service Center Director, the IT Operations Technician is responsible for providing efficient and courteous IT operational support to users.

RESPONSIBILITIES

• Help our users perform;
• Follow up on tickets escalated to the system;
• Handle urgent requests received over the phone or escalated;
• Work in collaboration with internal infrastructure, development and production teams, as well as with the various external partners who provide IT support services to the group;
• Actively participate in internal and user projects;
• Provide users with efficient working tools;
• Maintain sufficient computer equipment and supplies;
• Install, receive, ship and move equipment as required;
• Ensure effective backup of equipment identified as critical;
• Plan preventive maintenance for certain equipment;
• Follow up on repairs;
• Maintain computer depots in good condition;
• Maintain technical documentation of equipment and software, as well as technical procedures and methods;
• Rigorously maintain our environment;
• Be available for interventions at the Group's various sites.

SKILLS AND ABILITIES REQUIRED 

• Completion of a DEP or AEC in computer support;
• 2 to 3 years of relevant experience;
• Previous experience working with a ticket tracking system;
• A+ certification desirable;
• Proficiency in Windows & O365 environments;
• Demonstrated ability to configure and diagnose workstations;
• Knowledge of computer components, printers, etc. ;
• Knowledge of Microsoft network environments;
• Knowledge of telephony desirable;
• Knowledge of Apple iPad / iPhone products desirable;
• Manufacturing experience desirable;
• Demonstrated interest in customer service and teamwork;
• Demonstrated ability to solve problems quickly;
• Good learning skills;
• Experience working in a decentralized environment (multiple sites).