Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- IT Support Technician providing hardware, software, and account support at Kinaxis, a global supply-chain orchestration company. Troubleshooting systems and assisting corporate IT projects onsite in Ottawa.
Responsibilities
- Provide responsive and friendly telephone, face-to-face and online support to Kinaxis end-users distributed globally
- Work from a queue of tickets logged against systems/services supported by Kinaxis Corporate IT while staying within SLA
- Escalate unresolved issues appropriately
- Install and configure software and hardware for end users and the IT infrastructure
- Assist in testing systems developed in-house and hosted in the cloud
- Provide guidance and best practices on IT services to end users
- Assist with setup and testing of multiple workstations
- Maintain accurate IT asset information through asset management
- Create user accounts and manage access control based on company policies
- Interact occasionally with third-party hardware warranty providers
- Support Kinaxis’ current and new headquarters in Kanata West
- Perform additional projects upon request
Requirements
- College diploma in a related discipline
- 1+ years relevant experience in a customer-focused environment working with global end users
- Currently enrolled in full-time education or a recent/upcoming graduate within 12 months of the placement end date
- Strong knowledge supporting hardware and OS issues (macOS and Windows 10&11), Office 365, MS Teams, SharePoint, and BitLocker
- Working knowledge of Active Directory Users and Computers
- Basic knowledge of ticket handling software
- Familiarity with End-Point management tool to provide support remotely
- Ability to work as a team while delivering and supporting IT solutions to global resources while being managed remotely
- Ability to work independently and remotely within a team environment and effectively follow direction and procedures
- Ability to prioritize effectively and work on concurrent tasks
- Strong analysis and problem-solving skills
- Ability to communicate effectively, verbally and in writing to global users
- Excellent customer service skills
- Self motivated
- Ability to adapt rapidly to dynamic and changing environments
- Cisco or Microsoft certifications would help
- TCP/IP, VPN, remote access, VOIP protocols using Teams, and basic switching and routing skills would help
- Knowledge of troubleshooting mobile devices (android or iOS) would help
- Familiarity with ServiceNow, Okta, Salesforce, Windows Hello for Business, Intune and Autopilot would help
- Ability to learn new skills and technologies quickly
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
- Recruitment accommodations upon request
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