IT Support Technician

Job title: IT Support Technician

Company: Kinaxis

Job description: At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.

Every day, we’re empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint.

We make the world better, and you can too.

IT Support Technician

Job location: our office in Ottawa, Canada

About the team

As a member of our Corporate IT team, you will provide superior support to our employees to ensure they have effective use of their computer, software and network. You will be responsible for providing desktop, network, system and application support.

What you will do

• Provide responsive and friendly telephone, face-to-face and online support to Kinaxis end-users who are distributed globally
• Work from a queue of tickets logged against systems/services supported by Kinaxis Corporate IT, all while meeting or exceeding department KPI’s
• Ensure proper escalation occurs for unresolved issues
• Install and configure software and hardware for end users and the IT infrastructure
• Assist in testing of systems both developed in-house and cloud hosted systems and applications
• Support and maintain business applications like Salesforce, SharePoint and others
• Provide training and best practices on IT services to end users
• Assist the team in testing and documenting process and procedures related to IT systems and applications
• Asset Management to help the team maintain accurate information of IT assets
• Create user accounts and manage access control based on company policies
• Occasionally interact with third party providers from a hardware warrantee perspective
• Other duties as required

What we are looking for

• College diploma in a related discipline and 4+ years of relevant experience in a customer-focused environment working with global end users
• Strong knowledge of end user hardware as well as MS Windows Operating Systems (Windows 10 and ADUC), server hardware and software, MS Office products such as O365, Antivirus/encryption solutions, and collaboration tools such WebEx and Teams
• Working knowledge of ticket handling systems and software such Service Now (SN)
• Experience managing applications such as Jira, Salesforce, Confluence, Service Now, Okta
• Experience in process document creation such as SN Knowledge Base articles
• Familiarity with Remote Connection Application to provide support remotely
• Ability to effectively 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 and organized
• Ability to adapt rapidly to dynamic and changing environments
• Available for rotating on-call duty for Priority 1 issues after 6 months of employment
• Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP, etc.)

What we have to offer

• Challenging Work – We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating-our work is never “done. That’s because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they’re passionate about.
• Great People – We take our work seriously, but we don’t take ourselves too seriously! It’s in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
• Global Impact – As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
• Diversity, Equity and Inclusion – Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others’ differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

For more information, visit the Kinaxis web site at or the company’s blog at .

Kinaxis strongly encourages diverse candidates to apply to our welcoming community. Accommodations are available upon request for applications in all aspects of the recruitment process. If you require accommodation, please contact Human Resources at .

Expected salary:

Location: Ottawa, ON

Job date: Sat, 16 Jan 2021 23:50:51 GMT