Technical Support Specialist (6-12 month contract)
Almag Aluminum, Canada
Job Description
Since 1953, ALMAG has built a reputation as an industry leader in extruding high-visual, tight tolerance, complex, thin-walled, lightweight and precision aluminum extrusions. Pushing the limits of industry standards, ALMAG is capable of providing solutions to some of the most complex designs by combining its skills, knowledge and experience with engineering to deliver best in class, quality solutions with the industry’s shortest lead times.
Recognized as one of Canada’s Best Managed Companies, ALMAG understands that true customer satisfaction comes from delivering an exceptional service and a superior product. Our goal is to provide customers with peace of mind knowing that quality products, short lead times and customer satisfaction is our top priority through all four pillars of service Design, Extrude, Fabricate and Finish. We believe in building strong relationships around reliability and ownership which go hand-in-hand with our core values; respect and fairness, humility, passion for progress and ownership. Recognizing that people create culture, our core values are fundamental drivers of our workplace environment.
JOB DESCRIPTION
Reporting to the Manager of Information Technology amp; Business Systems. An integral part of the ALMAG Aluminum Information Technology Department the Technical Support Specialist is the first line of IT support for ALMAG’s employees, technologies, hardware and business systems. This individual will support and interface with all levels within the business on a day-to-day basis.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of the Technical Support Specialist are detailed below, but not limited to the following:
- Provide 1st level IT support for all users in a friendly and professional manner via telephone, email and/or in person or remote.
- Maintain incoming help desk tickets and requests and ensure a successful resolution or escalation if required.
- Provide first level user support of various technologies used at ALMAG including, computers / laptops, printers, network devices, phones, cell phones, softwareetc.
- Provide first level support of ALMAG’s business applications including Microsoft Dynamics Navision (ERP) amp; EPICS (MRP)
- Provide user training as appropriate.
- Setup of new users including hardware, accounts, phones.
- Follow all established processes, guidelines and procedures.
- Create and maintain support documentation.
- Assist with any projects as assigned.
- Provide after-hours support as required.
Requirements
MINIMUM QUALIFICATIONS
Education/Experience
- Post-Secondary Degree or Diploma in Information Technology, Computer Science or related discipline.
- 2+ years’ experience in a similar role providing first line IT support.
- Previous experience supporting business applications amp; systems.
- Past experience working within a team environment.
- IT certifications such as MCSE, A+, ITIL, CCENT, CCNA
- Minimum of 2-5 years of customer service experience in a support position (helpdesk or equivalent).
- Must have experience with Microsoft operating systems, applications and tools.
- Prior experience handling the purchasing of IT hardware / software.
Technical Skills/Competence
- Must be familiar with Active Directory, VOIP Phone systems, label printers, barcode scanners
- Must be well experienced and knowledgeable with Windows 10 and Microsoft Office 2010 O365.
- Must have strong written and verbal communication skills.
- Must demonstrate a positive and enthusiastic attitude.
- Must be reliable and work independently
- Must be well organized, disciplined and exhibit attention to detail.
- Ability to lift and carry packages and items up-to 20lbs.
- Ability to effectively troubleshoot and resolve complex technical problems
Benefits
We offer a full and competitive benefits package including:
- Profit sharing
- Health care spending account
- Education assistance program
- Health and dental
- Life ADamp;D
- Long-term disability
- Critical illness insurance
- Gym memberships
- Wellness programs
- Monthly social committee activities