It Support Specialist Jobs

General Description:

You have a passion to support our customer base from end user hardware to SaaS Ops! You will be responsible for managing IT related incidents and coordinating with expert resources as needed to resolve them. Our goal is to ensure uninterrupted operations to our Business and maintain alignment to expected Service Agreements. As a team member of a growing global company, you'll support the implementation of Enterprise-class architectural solutions in-line with evolving industry standards. You'll contribute to our team's effort to build and continuously improve our processes and technology.

Responsibilities

• Appreciate and have a high respect for our employees and what they do to run the plants and company. Their loss in productivity can have a dramatic impact on meeting Corporate production and financial goals.

Partner with local business teams to resolve manufacturing specific applications or equipment that integrate with IT services such as our LAN, internet, Wifi, directory services, and security tools.

• Provide follow-up and follow-through support of reported incidents through our IT service management set of processes and tools
• Deliver a high level of customer support for IT services resulting in a positive user experience.
• Provide PC asset management duties to maintain equipment through its lifecycle.
• Identify, troubleshoot, resolve, and escalate issues related to networking, server, and telephony equipment
• Setup new user hardware, software, accounts, and assist with other IT onboarding tasks
• Partner and collaborate with internal IT service experts to resolve 2nd or 3rd level priority incidents.

· Participate in IT projects and roll-outs

Qualifications:

• Ability to follow critical processes for incident, problem, and change management.
• Excellent organizational and documentation skills
• Ability to communicate clearly and concisely, both orally and in writing
• Previous Ticketing system experience (ServiceNow/Jira/Freshservice)
• Experience with delivering customer centric and responsive support including high-touch models for executive staff.
• BS degree in Computer Science or similar field preferred
• Advanced understanding of Remote Control/Management tools
• SCCM\Intune\Microsoft Endpoint Management configuration and administration exposure
• Moderate understanding of Active Directory, Azure, Networking, and Server Administration
• Proficiency with Microsoft 365 Products including MS Teams is preferred
• Ability to work autonomously and collaboratively to ensure work is being completed in an accurate and timely manner
• 3-5 years of experience in providing IT technical support to end users in medium to large scale companies.
• Windows 10/11 Troubleshooting Experience
• Solid understanding of server and virtualization platforms such as VMware and Hyper-V. Hands-on experience is desirable.
• Creative and resourceful to troubleshoot and solve ambiguous technical challenges.
• Ability to manage through requests for help in urgent situations.

Schedule: This is a permanent, full-time on-site position. Our office is located in South Surrey.

About IEM Canada:

IEM Canada, (Industrial Electric Mfg. Canada, Inc. in Surrey, BC is the largest independent full-line manufacturer of custom electrical distribution and power quality equipment in North America. This position offers an opportunity with a very employee-oriented company with competitive compensation and good benefits.