IT Local Support Specialist - Brampton, Canada - I2R North America Inc.

I2R North America Inc.

Verified Company

Brampton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Summary / Purpose

The IT Local Support Specialist of the Canadian site is a motivated individual with a strong interest in technology and a solid understanding of IT support principles with experience in handling internal customer requests for 1st level infrastructure support.

He will be part of a dedicated IT support team within an organization where IT governance will be managed by the headquarters in Italy whom he will report.

Main duties and responsibilities

Collaborate with local IT partners and Italy IT Headquarter to manage and maintain the IT infrastructure, fostering effective communication and coordination.
Coordinate with local IT partners and Italy IT Headquarter for infrastructure upgrades, maintenance activities, and troubleshooting to ensure optimal performance.
Participate in regular meetings with Italy IT Headquarter to discuss infrastructure requirements, performance metrics, and improvement initiatives.
Provide 1st level support for internal customer requests related to infrastructure, including PC and device configuration and user onboarding.
Resolve issues related to Microsoft domains (DNS, DHCP, Printing) and Office 365, assisting with access, mailbox configuration, and permission management.
Collaborate with internal teams to ensure prompt and effective handling of internal customer requests, adhering to service level agreements (SLAs).
Monitor and resolve basic network issues, such as connectivity, IP configuration, and troubleshooting connection problems.
Thoroughly document all customer requests, implemented solutions, and actions taken to resolve issues, ensuring traceability and process repeatability.
Collaborate with higherlevel IT support teams to escalate complex or unresolved issues from the 1st level.

Maintain up-to-date knowledge of infrastructure technologies and industry best practices by participating in training sessions and self-learning.

Qualification/ Experience

Proven experience in handling internal customer requests for 1st level infrastructure support, including PC and device & user configuration.
Indepth knowledge of Microsoft domains and Office 365 functionalities, with the ability to resolve issues related to access, mailbox configuration, and permission management.
Basic SAP skills, with familiarity in navigation and performing basic tasks.
Excellent communication and customeroriented skills, with the ability to understand and address customer requests in a clear and professional manner.
Ability to work effectively in a collaborative environment, cooperating with colleagues to ensure timely resolution of customer requests.
Problemsolving aptitude and the ability to analyze and resolve issues quickly and efficiently.
Resultsoriented mindset and attention to detail to ensure accuracy in documenting customer requests and implemented solutions.
Selflearning ability and a commitment to staying updated on new technologies and industry best practices.
Knowledge of SAP modules related to Finance and Controlling (FI, CO)
Knowledge of SAP modules related to Supply Chain and Production (MM, SD, PP)

Skills required: