End User Support Technician

Job Purpose

To analyze, recommend and support the use of IT services and systems for assigned departments and / or facilities in support of corporate and local business objectives.

Provide on-site technical assistance and resolution of IT related problems in a 24hr manufacturing environment. Ensure contribution to and implementation of corporate IT standards and systems.

In this position you will have the opportunity to :

• Provide hands-on and remote end user support for an assigned territory via phone, email, and in person for all assigned escalated technical issues.
• Install and maintain hardware and software for desktops, laptops, servers, printers, and conference room equipment on the business network.
• Diagnose and troubleshoot hardware and software for desktops, laptops, servers, smartphones, printers, and conference room equipment on the business network.
• Work with the IT Manufacturing group, plant engineers, and electricians on the maintenance and troubleshooting of manufacturing network hardware and software including manufacturing PCs, PLCs, environmental servers, printers, wireless networks, and HMIs.
• Prepare and maintain network diagrams and documentation for each site.
• Determine required software and hardware needs for each end-user.
• Install, maintain, and repair network infrastructure all cabling, routers, and switches.
• Maintain each site’s server room including fire suppression air conditioning systems.
• Conduct general network administration support / maintenance in accordance with corporate standards and provide general support to systems or network administrators.
• Install, maintain, and troubleshoot all barcode and labeling equipment (printers, handhelds, and wireless network) for each facility.
• Level 1 support for assigned enterprise hardware and software issues (i.e. : log scaling, EAM systems, etc.)
• Maintain and support each plant’s VoIP phone system.
• Document issues and case closure notes in Service now.
• Participate in Site Disaster Recovery Plans
• Conduct site data backups and ensure integrity of the data.
• Track and monitor problems to identify recurring trends; research and document resolution for future response.
• Work closely with vendors in researching and identifying resolution to hardware / software / network problems.
• Effective vendor management
• Coordinate complex problems with next level of support.
• Provide hardware and software training and support to end-users.
• Provide backup support as needed.
• Manage small to medium sized projects; develop timeline, budget, etc.
• Perform all duties in accordance with safety rules and regulations.
• Provide mobile device support for cell phones and tablets, including provisioning.
• Troubleshoot and maintain site video server and camera systems
• Install, maintain, and troubleshoot wireless infrastructure
• Ability to create and monitor site budgets.
• Participate in security audits and perform mitigation of cybersecurity threats.

Knowledge, Skills and Abilities :

• Work closely with other IT professionals, including system administrators, network engineers, and help desk support, to address complex issues and enhance overall IT infrastructure.
• Demonstrated knowledge of hardware and software and how they interact.
• Working knowledge of AV equipment for conference rooms.
• Working knowledge of effective end-user troubleshooting techniques.
• Working knowledge of current network, connectivity, wiring, switches, routers, etc.
• Working knowledge of administration tools and Web based documentation tools.
• Effective written and verbal communication skills.
• Outstanding interpersonal and customer service skills.
• Strong analysis and troubleshooting skills.
• Ability to prioritize tasks according to severity of problem according to the impact to business operations.
• Excellent organizational, multitasking and analytical skills
• Familiarity with Microsoft AD, SCCM, Azure, and Intune
• Familiarity with Microsoft Office 365 products including PowerApps.
• PowerShell scripting experience is a plus.
• Ability to create technical documentation and procedures.
• Basic understanding of industrial automation systems, PLCs, and controls a plus
• Ability to work independently and effectively without direct supervision.
• Must be a Team Player
• Proficiency in learning and applying new technologies.
• Strong Collaboration skills across all levels of the organization

Experience :

• 3 to 5 years demonstrated end user support experience.
• Or any equivalent combination of education, experience and training that demonstrates the ability to perform the key responsibilities of this position.
• Bilingual in English and French

Education

Bachelor’s degree in Computer Science or related field OR equivalent experience and certifications

Work Environment

• Office and manufacturing environment.
• May be responsible for multi-site support.
• Frequent travel (up to 30%) as business appropriate.
• Ability to reach hardware, crawl under desks, and frequently lift / carry objects weighing up to 30 pounds and occasionally lifting items up to 50 pounds.
• May be designated or assigned to on-call status resulting in call-back for emergencies in support of 24hr manufacturing operations.
3 days ago