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