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Global0footprint kent
Kent Recruitment

IT Service Technician

Location
Sarnia, Ontario, Canada
Category
It
Date Published
10/05/24
Status
Open
About you:
Join us. Unleash your energy within.
If you have world-class ambitions to reach the stars while keeping your feet on the ground, we’re the team for you. We've created a new breed of company – future-focused with reimagined ambition across all disciplines within the energy sector.

We love people who know their own potential and are not afraid to use it. We know that together, we’re far more than the sum of our parts. So, we celebrate people who want to grow and develop as we work together on some of the largest projects on the energy world stage.
Our purpose and beliefs:
As Kent, we’re tackling the greatest challenge of our time - to bring our world the energy it needs in the most responsible way ever imagined.

It’s the energy of every member of our team driven by our beliefs that is making this happen. Whatever our skill, our language, or our culture. These beliefs define and direct us every day to be the very best - for ourselves, our clients, our key stakeholders, the communities we operate in and the planet:

We PLAY BIG

We thrive on EMOTIONAL AGILITY
We are FANATICAL ABOUT PERFORMANCE
We are built on INFINITE THINKING

Read more about the Purpose, Beliefs and Guiding Principles that drive us: https://kentplc.com/who-we-are/purpose-beliefs
Our vision for Diversity, Inclusion and Belonging:
We recognise that diversity & inclusion are catalysts for success. We’re heightening awareness on the benefits of people diversity, diversity of experiences and diversity of our perspectives. Creating a culture of inclusivity where all employees feel a sense of belonging.

Our combined energy is fueled by different nationalities, across 6 continents and 24 countries. Our commitment is to celebrate character – no matter what ethnic background, gender, age, religion, identity, or disability.
About the job:
Kent is looking for a IT Service Technician to be based in Sarnia. The Planner focuses on developing and updating deliverables for the project team or Kent functional team across one or multiple projects.

The IT Support Engineer, reporting to IT Manager, provides support to Kent employees with a key focus on customer service (internal users) globally where Kent operates. The role will deliver timely, accurate and professional support to employees by responding to their queries and resolving their issues. In a fun and fast-paced environment, this position requires online and phone communication, providing them with effective solutions.
Skills and Responsibilities:

This role demands flexibility depending on the workload status. The company utilizes many cloud services, so an appreciation and experience of cloud computing concepts is very important. The role will have to follow ITIL, ITSM and ITAM practices including responding to incidents and service requests. The candidate is expected to be:
  • Develop integrated, accurate and detailed project baseline plan and schedule in alignment with the Work Breakdown Structure (WBS),
  • Strong and solid IT Support / Service Desk experience, password reset, helpdesk role providing IT related service to end users on a variety of issues. Identifies, researches, and resolves technical problems.
  • Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, KPI’s (key performance index), meeting or exceeding customer’s requirements and expectations. Customer complaints are fully addressed and escalated when required.
  • Incidents and Service Requests are managed effectively; ensuring information is captured in the IT Service Management Tool for future reference and analysis, in line with ITIL principles.
  • Understanding and knowledge about cloud computing and concepts, as well as Office365 / M365 (Azure, SharePoint, OneDrive, Exchange Online etc.), IaaS, SaaS, DaaS, PaaS etc.
  • Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.
  • Consistently demonstrating clear and polite written and verbal communication skills alongside being comfortable in an end-user facing technical role requiring solid technical capability.
  • Thoroughly investigating end-user’s issues, interacting with internal teams, as well as external 3rd parties and escalating the cases appropriately as and when needed.
  • Actively seeking solutions to end-user needs, communicating trends to management, and suggesting innovative solutions on behalf of the end-user.
  • Demonstrating appropriate sense of urgency for response time and service levels.
  • Knowledge about supporting Engineering Applications (Autodesk, Bentley, Primavera etc.), Productivity applications (Foxit, DocuSign, Adobe applications etc.) and other standard applications / software.
  • Creating and maintaining FAQ documents as needed to be uploaded on the centralized Knowledge Base.
  • Identifying, troubleshooting, and resolving end user facing IT issues, document problems and solutions.
  • Participating in workgroups, voice of the customer and continuous improvement projects.
  • Providing end-user service through phone, e-mail and/or face-to-face meetings.
  • Tracking outbound and inbound communication (phone, email and chat support).

In addition to the responsibilities listed herein, the employee may be required to perform other ad-hoc tasks as needed or directed by the supervisor or management. These tasks will be within the reasonable scope of the employee's skills, capabilities, and role within the organization. The intent of this provision is to allow for flexibility and adaptability in meeting the dynamic needs of the organization, ensuring that operational requirements can be met efficiently. All such tasks will be assigned considering the employee's current workload and with respect to their professional development.
Your knowledge/skills, education, and experience:
Knowledge/ Qualification/ Training/ Certification:
  • Bachelor of Science in Computer Science, Information Technology, Computer Engineering or Equivalent
  • The ideal candidate should possess familiarity with the following security related tools/ technologies and standards:
• Netskope
• Crowdstrike
• Data Loss Prevention (DLP)
• Network Access Control (NAC)
• Center for Internet Security (CIS) benchmarks
• ISO 27001 standards and practice

Skills Requirement:
  • Strong Infrastructure (L1 support and configuration) support expertise and exposure (systems, network, user end computing devices)
  • Business Applications ( L1 configuration & support)
  • Windows Operating systems
  • Understanding of Cloud Technologies
  • Ofice365 (Teams, Sharepoint, MS Office Suite)
  • Active Directory, Exchange Online/On-Premise
  • IT Ticketing Systems (IT Service Management
  • ITSM Tool) based on ITIL v3 framework. –
  • Computer, Printer, IT Peripherals, Smart Devices (smartphone, tablet etc.)

Communication:
  • Ability to communicate effectively across location, region and corporate to accomplish objectives


HSSEQ:
The Employee shall observe the Health, Safety, Sustainability, Environment and Quality rules of the Company; it’s clients and the governing authorities of the host country.
Craft 3
the energy within.
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