IT Support Technician

• Serve as the first point of contact between internal staff and Corporate IT
• Deliver comprehensive remote first-level support across EMEA and other global locations via telephone, virtual, and online channels
• Assess software and hardware issues and provide technical support, guidance, and solutions according to SLAs and ticket-handling procedures
• Lead technical analysis on assigned routine tickets and communicate updates and solutions through the ticketing system
• Perform onboarding and offboarding, including account creation, hardware provisioning, account decommissioning, and asset repurposing
• Install, diagnose, repair, maintain, and upgrade hardware, software, and IT equipment
• Conduct system and hardware testing and root-cause analysis
• Participate in testing new systems, services, and processes and document findings
• Ship hardware and laptops across EMEA and other regions, coordinating with internal teams, logistics partners, vendors, and suppliers
• Liaise with local and global vendors and suppliers
• Support and manage company phone devices, including ordering and setup, and liaise with phone carriers
• Analyze IT service-ticket data and suggest ways to reduce ticket volume and improve service
• Create and maintain IT process, system, and issue documentation and knowledge-base articles
• Participate in the weekend on-call L1 support rota and respond outside business hours when necessary
• Respond to P1 calls during weekday business hours as required
• Deliver end-user training on IT services
• Travel internationally, including within EMEA, on an ad hoc basis as required
• Perform other duties as required

• Minimum 3-5 years of IT Service Desk experience providing remote end-user support across multiple locations
• Post-secondary education (degree or diploma) in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience
• ITIL, A+, Network+, and/or MCSA certifications are considered an asset
• Strong analytical, critical thinking, and problem-solving skills
• Strong customer service skills and experience assessing end-user requests, delivering effective solutions, and communicating technical concepts to technical and non-technical audiences, including executive stakeholders
• Ability to build rapport and collaborate effectively with fellow technicians and end-users
• Strong experience working with ticketing and self-service platforms such as ServiceNow
• Strong experience supporting Windows and Mac OS, Active Directory, BitLocker, VPN, Okta, Microsoft 365, Windows Server, RDP, cloud solutions, Intune MDM, and OS patch management
• Experience with Exchange Online is an asset
• Basic networking and infrastructure knowledge is considered an asset
• Understanding of ITSM, incident and request management processes, onboarding and offboarding procedures, and cybersecurity and privacy best practices
• Basic understanding of Artificial Intelligence (AI) concepts and tools
• Ability to prioritize and reprioritize work, manage multiple tickets under tight deadlines, and adapt quickly to changing business needs
• Excellent written and verbal communication skills in English
• Valid passport required for possible international travel

• 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 for candidates with specific needs or disabilities