IT Support Administrator - Calgary, Canada - Ply Gem Canada

Ply Gem Canada
Ply Gem Canada
Verified Company
Calgary, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

Who We Are
One Company. Hundreds of Products. Endless Possibilities. Ply Gem is North America's leading manufacturer of exterior building materials, including windows, siding, stone, and 40 other categories.

At Ply Gem, we provide the nation's residential builders, remodelers and architects with access to a comprehensive range of building products.

From new construction to repair, remodel and replacement, our full line of building products provide quality and value for all types of projects.

Ply Gem Canada is a growing company in the building products industry backed by Cornerstone Building Brands, providing us with stability and strength in the North American market.

Cornerstone Building Brands is the largest manufacturer of vinyl windows in North America with brands you've come to know and trust.

We have endless building product options from standard to specialty to customized to whatever you're looking for. But it's our service capabilities that sets us apart.


POSITION OVERVIEW

RESPONSIBILITIES

  • Provide Tier I and Tier II customer service and technical support to endusers for hardware and software
  • Diagnose, research, and resolve routine enduser issues in a timely manner through established protocol and troubleshooting; escalate as necessary
  • Provide guidance and explain policies and procedures to endusers
  • Communicate and translate technical information to nontechnical end users; maintain communication and monitor incident through resolution
  • Train customers on new devices and technologies
  • Install software on new or existing devices, in accordance with standard procedures
  • Assist in the setup of new equipment and devices
  • Assist users in obtaining access to systems
  • Assist in the setup, configuration, and maintenance of IT infrastructure, including networks, servers, and OT Edge connectivity.
  • Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation
  • Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals
  • Assist with preventative maintenance within specified guidelines and procedures
  • May review and evaluate new computer hardware and software products
  • Maintain accurate documentation of IT assets, configurations, procedures, and troubleshooting guides.
  • Propose and support improvement implementation to enhance IT processes, increase efficiency, and optimize system performance.
  • May track and update IP numbers and datajack numbers
  • Assist and interact with hardware and software vendors
  • Participate and contribute in meetings, projects, and P1 incidents process and procedures
  • Participate in IT site visits (Travel 10 to 20%)

QUALIFICATIONS

Education

  • Degree/Diploma in Computer Science, or Information Technology or equivalent experience is preferred.

Experience

  • Minimum one year experience in a technical support service or frontline support role required.
  • Experience working in the home building or window & door industry strongly preferred.
  • Prior experience in the roles of IT field support, deskside support in a manufacturing plant is an asset.
  • Experience with ITSM tools
  • Experience with working and interacting in a fast paced, time sensitive, data driven environment is preferred.

Skills/Abilities

  • A passion for delivering excellent customer service.
  • Excellent communication skills, both written and verbal.
  • Strong organization and time management skills and the ability to work with little supervision.
  • A talent for troubleshooting issues and finding creative solutions to unique problems.
  • A desire for knowledge and the ability to learn new concepts quickly.
  • Working knowledge of Microsoft Office products.
  • Knowledge of Windows operating systems, basic computer hardware, and basic networking architecture an asset.
  • The ability to work well as part of a team

Why Join Our Team

Our employees are empowered to make a meaningful impact on our success while pursuing a wide range of opportunities to meet your personal aspirations for development and advancement within a stable, growing Canadian industry leader.


What You Can Expect from our Company:

  • You will be Part of a Winning Team
  • You Can Capitalize on Your Opportunities and Make an Impact
  • You Will Be Well Rewarded for Your Contributions to our Success
  • You'll work for a growing company with an excellent reputation in our sector for providing great products and customer service
  • Competitive and tangible rewards that provide fair compensation relative to expectations and effort including base earnings, benefits for you and your family, and contributions toward your retirement savings
  • Additional performancebased compensation depending on your role
  • Competitive vacation time and flexibility in work schedules and location consistent with your role
  • Resources and support to help you manage your personal wellness

What the Company Expects of our Team:

  • Bring
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