Kinaxis is looking to solve the problem of providing superior IT support to its employees and ensuring effective use of computer, software, and network resources.
Requirements
- Strong knowledge supporting hardware and OS issues (macOS and Windows 10&11), Office 365, MS Teams, SharePoint, and BitLocker
- Working knowledge of Active Directory Users and Computers
- Basic knowledge of ticket handling software
- Familiarity with End-Point management tool to provide support remotely
- Knowledge of troubleshooting mobile devices (android or iOS)
- Any familiarity with applications like: ServiceNow, Okta, Salesforce, Windows Hello for Business, Intune and Autopilot
- TCP/IP, VPN, remote access, VOIP protocols using Teams, (basic switching and routing skills)
Responsibilities
- 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, staying within our SLA
- Ensure proper escalation occurs for unresolved issues
- Install and configure software and hardware for end users and the IT infrastructure
- Assist in testing systems both developed in-house and hosted in the cloud
- Provide guidance and best practices on IT services to end users
- Asset Management to help the team maintain accurate information of IT assets
Other
- College diploma in a related discipline and 1+ years relevant experience in a customer-focused environment working with global end users
- 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
- Excellent customer service skills
- Self motivated
- Ability to adapt rapidly to dynamic and changing environments
