IT Support Technician ~ Job Description

POSITION PURPOSE

The purpose of this role is to be responsible for helping end users resolve their issues through our ticketing system.

KEY AREAS OF RESPONSIBILITY & ASSOCIATED DUTIES

KEY AREA

The IT Support Technician works closely with employees and third-party contractors and must ensure you are knowledgeable and consistently following Northern Mat & Bridge policies and procedures, OHS regulations, all applicable regulatory legislation requirements, and all site-specific client requirements where applicable.

KEY AREA: Development and Execution

DUTIES:

Provide support and troubleshoot for Windows 10/11, printers, and mobile devise (IOS)

Setup new hardware including computers, workstations, and mobile devices.

Manage support ticket queue and ticket SLA.

Perform hardware, software, and network troubleshooting.

Determine the best solution based on the issue and details provided by customers.

Provide professional and courteous customer service to all employees.

Direct unresolved issues/escalate to the next level of support personnel.

Proactively help improve internal systems and procedures.

Gather feedback and suggestions from employees to improve service.

Other duties as assigned.

JOB REQUIREMENTS

COMPLEXITY

Maintaining relationships with all personnel to ensure close communication in a professional and courteous manners within Northern Mat & Bridge LP, and its various partnerships.

EXPERIENCE REQUIREMENTS

Experience installing and maintaining Office 365 environments.

Experience managing mobile devices in an MDM.

Experience with Microsoft Dynamics, CRM and NAV is considered an asset.

Experience with PowerBI and Power Automate is considered an asset.

Experience installing and maintaining Office 365 environments.

EDUCATION REQUIREMENTS

Grade 12 education required.

Clean drivers abstract.

IT related education/degree, industry certifications are an asset.

OTHER SKILLS & ABILITIES

Knowledge of servers, networking and active directory are a must.

Ability to deal with 3rd party vendors for purchasing and support.

Deep understanding of the Microsoft Windows operating system.

Outstanding customer service and communication skills.

Ability to work with minimal supervision, self starter.

Knowledge of cyber security solutions and security training is an asset.

Must keep detailed notes, update and close service tickets.

Knowledge of Cisco Meraki installation and configuration is considered an asset.

Ability to potentially travel to other locations from time to time.

Ability to work on after-hours requests if they are urgent.

Above all a positive attitude with an eagerness to learn new technology and advance yourself.

COMPENSATION

Compensation will be based on experience and qualifications. NMB offers a great employer paid benefits package, health care spending account, Employee Family Assistance Program, Employee Stock Purchase Plan, and RSP matching plan.

This is a fulltime, long term employment opportunity; contractors will not be considered.

All IT requirements are supplied by the company and a company vehicle is supplied for field travel, when required.

NMB is an equal opportunity employer and a drug and alcohol-free workplace.

REPORTING RELATIONSHIPS

REPORTS TO: IT Manager

Internal: Operations, Administration, Sales, Accounting

External: Clients, Contractors, Third Party vendors

Confidentiality: All Northern Mat & Bridge communication, inner workings, and documentation shall always remain confidential and the property of Northern Mat & Bridge

Job Type: Full-time

Salary: $50,000.00-$70,000.00 per year

Benefits:

Dental care
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
RRSP match

Schedule:

Monday to Friday

Supplemental pay types:

Bonus pay

Experience:

IT support: 3 years (preferred)

Work Location: In person

Northern Mat & Bridge East

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IT Support Technician