Job title:Associate IT Support Technician
Job type:contract-to-hire
Company: Bunge
Location: Oakville,Ontario Canada
Please note: This position is a contract-to-hire
Overview:
This role is responsible for providing timely end-user computing software and hardware support for all Bunge Canada locations and mobile users. The incumbent will be responsible for the installation, configuration, and on-going support of PC/laptop hardware, software, and related devices. All of the support services are to be provided in person, via phone and remote control for customers all across Canada. Essential Functions:• Install, configure, and support local and remote end-user computing hardware, software, and related devices
• Follow hardware and software standards and policies
• Prepare and maintain all administration documentation including equipment inventory, asset management, software licensing and system availability for computer and network equipment
• Deployment and De-provisioning of computers and printers
• Assisting customers in person via e-mail, Chat, and Phone — often simultaneously
• Provide coverage for support requests across Canada
• Assist in the formalization of current and future processes
• Provide ideas regarding new and emerging technologies, meeting department goals, and other tasks
• Participate as a team-member in office moves, software deployments, etc.
• Ensure all requests for service are handled on a timely basis, while maintaining a high level of customer satisfaction on surveys
• Help to drive improvements in Support effectiveness though greater automation of tasks and better monitoring of systems
• Create documentation to be published in a variety of formats that will assist users and other IT employees in performing tasks
• Able to analyze gaps in current processes and systems. Select, develop and evaluate potential solutions when requested
• Research, recommend, and evaluate new software tools
Required Competencies:
• Teamwork: Demonstrate ability to work with people in a manner that builds high morale and group commitment to shared goals and objectives.
• Openness and Communication: Demonstrate ability to communicate with others in a warm and helpful manner while simultaneously building credibility and rapport.
• Organizational Capability: Demonstrate ability to organize and/or schedule people or tasks and to develop realistic action plans while being sensitive to time constraints and resource availability.
• Operational/Personal Effectiveness: Effectively manage time and priorities and work efficiently.
• Coping: Demonstrate ability to maintain a mature problem-solving attitude while dealing with interpersonal conflict and time demands.
• Decision Making and Problem Solving: Demonstrate ability to take action in solving problems while exhibiting judgment and a realistic understanding of issues and constraints; able to use reason, even when dealing with emotional topics.
Skills/Experience Requirements:• College diploma or University degree in IT or related field required
• Appropriate levels of Technical Certifications and relevant technical experience will be weighed equally
• At least one year of Support Desk experience
• Excellent written, verbal communication and customer service skills
• Strong work ethic and positive team attitude
• Ability to take on responsibility and use initiative to prioritize
• Strong time management, multi-tasking, and organizational skills
• Highly-advanced troubleshooting and problem solving skills
• Basic level of knowledge of IT Networking technologies to assist in resolving issues
• Must be able to consistently follow procedures and processes
• Able to create and maintain documentation that can be used by others
• Must demonstrate a high level of professionalism when working with customers with the ability to interact with all levels of the organization
• Candidate must be able to perform well under pressure and in a fast paced environment – especially when customers are being unreasonable
• Advanced knowledge with a variety of mainstream operating systems (Windows XP and Windows 7 and 8), Internet Explorer advanced settings, and Microsoft Office 2010
• Skilled in deploying and troubleshooting a variety of hardware from Network printers to Laptops
• Capable of self-managing their responsibility for assignments with little supervision
• Able to complete tasks on-time, and report conflicting priorities – even if extra hours are required on occasion
• Landesk and TrendMicro experience
• Lotus Notes troubleshooting
• BlackBerry Enterprise Server
• Ios devices (i.e.: iphones and ipads)
• Cross border mobility is required (valid passport and driver’s licence)
• Willingness and ability to travel to various plant locationsSchedule:
• Normal office hours, five days per week
• Provide support coverage across various time zones
• Some overtime or weekend duties may be required
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