IT Help Desk Tier 2 Technician

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