Cementation USA

Job DescriptionJob Description Job Title: IT Help Desk Tier 2 Technician Department: Information Technology Reports to: IT Director Cementation Americas GENERAL PURPOSE OF THIS JOB Reporting to the IT Director Cementation Americas the IT Help Desk Tier 2 Technician provides technical support and resolution for complex IT issues at the Head Office and Field Offices. ESSENTIAL DUTIES AND RESPONSIBILITIES HEALTH AND SAFETY Work in compliance with all Health and Safety rules and regulations for Cementation Be aware of any health and safety hazards or infractions and report same to Health and Safety Department Keep the IT work area clean and tidy GENERAL RESPONSIBILITIES Provide second-level support for complex technical issues relating to hardware, software, and network issues from Tier 1. Escalating unresolved tickets to Tier 3 support in a timely manner when needed. Collaborate with Tier 1 support and Tier 3 support on escalations while meeting SLA targets Effectively use Help Desk Ticket System to manage all tickets Create and maintain technical documentation on installation of software, configurations and fixes Remote site establishment, maintenance & demobilization Managing inventory & retirement of assets Ownership of small to medium ad hoc projects Other duties as assigned TRAVEL REQUIREMENTS This position has the requirement for occasional travel to our project sites and offices SUPERVISORY RESPONSIBILITIES Has no direct reports; however, is responsible for escalating, delegating, and monitoring of tickets, working with the IT department and third-party suppliers EDUCATION AND EXPERIENCE College diploma or equivalent 2 - 4 years of helpdesk experience Microsoft (MSCA) or Cisco (CCNA) or equivalent SKILLS, KNOWLEDGE & ABILITIES Able to work in a group environment Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times Able to effectively prioritize workload to ensure deadlines are met Strong advanced troubleshooting and analytical skills Deep understanding of Windows, as well as user management in Active Directory In depth knowledge of servers, systems, and networks including VLANs, VPNs, DNS, DHCP, TCP/IP & troubleshooting connectivity issues. Proficient in using remote desktop software, ticketing management & knowledge of cybersecurity best practise Experience with SolidWorks/AutoCAD is considered an asset Cementation is an Equal Opportunity Employer