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Kent Recruitment

IT Infrastructure Support Specialist

Canada - Calgary, Alberta
Date Published
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:



Read more about the Purpose, Beliefs and Guiding Principles that drive us:

Our vision for Diversity, Inclusion and Belonging:

We recognize 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 recruiting an IT Infrastructure and Support Specialist. The IT infrastructure and Support candidate, reporting to Regional IT Manager, provides support to Kent employees in Canada. The Infrastructure and Support Specialist 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, as well as managing and maintaining IT infrastructure.

We are looking for a dedicated individual who will fit in with our collaborative and hard-working culture. It is required to travel various sites when needed

Your responsibilities:

This role demands flexibility to work in 24/7 (day/night/weekend) shifts, fixed or rotational, as assigned by the company. The company is moving to cloud services, so an understanding of cloud computing concepts is important. The role will have to follow ITIL and ITSM practices including responding to incidents and service requests. The candidate is expected to understand and provide support to the following:
  • Ensure operation of all local infrastructure and applications for all Kent Canada locations.
  • End User Computing, Service Desk experience, imaging of laptops and desktops, printer management, server room support, on-site network team support.
  • 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.
  • Contribute to the effective management of assets. All movement and acquisition of assets are tracked in the Asset Management Tool for compliance and audits.
  • Maintain hardware and software lifecycle management.
  • 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-users 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.
  • Creating and maintaining FAQ documents as needed to be uploaded on the centralize 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).
Your knowledge/skills, education, and experience:

Qualification/ Certification:
  • Minimum 5 years’ experience in a similar role
  • Experienced with Windows Server and Azure Cloud.
  • Educated to Degree level or equivalent in a relevant subject.
  • ITIL Understanding.
  • ITSM and Microsoft certifications a plus.
Skills Requirement:
  • Proficient
  • Must be pragmatic - ability to pivot and adapt to changing priorities or challenge.
  • Proactive, “Can-Do” attitude and commitment to go the extra-mile to meet any committed timeline.
  • Experienced working with teams remotely in different countries and time zones.
  • Previously run IT Service Operations a distinct advantage.
  • A well-rounded exposure to IT Systems development, service delivery, and infrastructure.

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