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IT Help Desk Technician

Cementation USA Inc.
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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 hardware, software, and network issues from Tier 1.
  • Collaborate with Tier 1 support and the Infrastructure Team on escalations while meeting SLA targets
  • Effectively use Help Desk Ticket System to manage all tickets
  • Create and maintain system documentation, configurations and fixes
  • Remote site establishment, maintenance & demobilization
  • Assist the infrastructure team on ad hoc initiatives
  • Other duties as assigned



 

TRAVEL REQUIREMENTS

  • This position has the requirement for occasional travel to our project sites and offices
  • Travel may include Canadian, Mexico, Chile, US and other countries.

 

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
  • 4 - 6 years of experience
  • Microsoft & Cisco certifications would be required

 

SKILLS, KNOWLEDGE & ABILITIES

 

  • Fluent in Spanish
  • 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 troubleshooting and analytical skills
  • In-depth knowledge of Windows & Linux, including user management in Active Directory
  • Good understanding of VLANs, VPNs, DNS, DHCP, TCP/IP & troubleshooting connectivity issues.
  • Proficient in using remote desktop software, ticketing management & knowledge of cybersecurity best practices
  • Experience with SolidWorks/AutoCAD is considered an asset



 

Cementation is an Equal Opportunity Employer.