JOB OVERVIEW
The technical support analyst is responsible for providing assistance to approximately 700 networked Windows PC and laptop users. They also provide support for all iPhone smartphones. These units are located in various branches across Canada. The analyst reports and documents all IT incidents and requests in the company's ticketing system. They act as a liaison between the IT department and the user group.
RESPONSIBILITIES
User support:
- To be the first point of contact for IT technical support.
- Answering calls, troubleshooting connection issues, following up on unresolved problems and analyzing the monthly technical support statistics report (based on collected information, individual recommendations or group training).
- Providing support in the following areas, but not limited to: Windows 10/11, Office 365, VPN, VoIP, InTune, EntraID and Active Directory.
- Provide training and guidance to employees regarding various software and computer hardware.
Software and hardware:
- Configure, install and maintain new computer systems including a variety of software and hardware devices.
- Analyze, diagnose and resolve problems related to hardware, software, telephony and iPhones.
- Troubleshoot and perform minor repairs on desktop/laptop computers, printers/copiers. For more serious problems, contact external suppliers to carry out the necessary repairs.
- Perform preventive maintenance on all company equipment, i.e. PCs and peripheral equipment, by updating software and firmware within the allotted timeframes.
- Ensure compliance with company standards and departmental guidelines regarding the use of hardware and software.
- Work with other team members to ensure an up-to-date inventory of PCs, peripherals, mobile and desktop phones, and software licenses.
- Administer the fleet of iPhone mobile phones and support users in their use.
- Providing support to users of the telephone system, performing certain actions such as requesting new lines and resolving minor problems
Recovery and safety in the event of a disaster:
- Participate in periodic IT business continuity tests.
- Monitor system backups and data replication to ensure they are functioning correctly.
General:
- Maintain the organization and order of the computer room.
- Assist other team members in the execution of various projects.
- Record all user incidents and requests in the company's ticketing system.
- Provide training for new employees.
- Provide training related to cybersecurity
Your skills and experience
- College diploma (DEC) in computer science with a minimum of 2 to 5 years of experience in a similar or equivalent position.
- Bilingual (English and French, spoken and written).
- Solid experience with Office 365 applications, including MS Teams and SharePoint.
- Experience with Microsoft Windows products (server and clients).
- Experience in managing computers and devices in a network environment.
- Experience in iPhone support within a professional environment.
- Relevant experience with the telephone system and mobile phone (iPhone).
- Microsoft and Cisco certifications are assets.
- Strong communication skills (oral and written).
- Excellent interpersonal skills.
- Customer service and teamwork orientation.
- Strong organizational skills, ability to multitask.
- Ability to solve problems and explain solutions to end users.
- Have a valid driver's license.
Why join us?
WORKING CONDITIONS
Indoor work in the office and from home, with air conditioning and heating, where appropriate.
- Ergonomic workspace provided
- Conversation by telephone and email throughout the entire working period.
- It may sometimes be necessary to work outside of normal hours to resolve technical problems affecting the operation of the business or to update systems.
- Ability to unpack and lift monitors and computers.
- Business trips are planned between 5 and 10%.
- An ability to lift certain loads of up to 25kg (50lb) is required.
- Hybrid work arrangement (available after the probationary period).
WHAT WE OFFER:
- Regular working hours from Monday to Friday
- Comprehensive benefits package with bonuses fully paid by the company for the "Core" package.
- Career development and training opportunities
- Life insurance, disability insurance and wellness program
- Retirement Programs
- Paid vacation and personal days off!
- Employee discounts on Sika products
- Reimbursement of tuition fees for employees
- Employee Referral Program
- Uniforms and safety equipment provided
We'll give you everything you need to excel in your role. You'll enjoy a rare combination of autonomy and camaraderie, all while being part of a professional team. We'll entrust you with responsibilities and provide an environment conducive to professional development and career growth. From there, we'll trust you to do whatever it takes to achieve exceptional results. If you exceed expectations, we'll reward you with unparalleled support, a team of business developers, and expert technical support.
Sika is committed to creating a work environment that supports, inspires, and respects all individuals. As an equal opportunity employer, Sika will consider all qualified applicants without discrimination based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, national or ethnic origin, or any other protected characteristic.
We offer competitive salaries based on local market data, as well as the workload and responsibilities specific to each role. Compensation is determined based on relevant job skills, training, and/or education. We are committed to maintaining fair and equitable compensation practices in accordance with applicable laws and regulations.
Sika Canada discloses that it uses artificial intelligence (AI) tools to assist in the initial screening of applications, in accordance with Canadian federal and provincial regulations. However, we wish to emphasize that AI does not make final decisions or eliminate candidates from consideration. Our dedicated hiring managers and recruiters carefully review all applications to ensure a fair and thorough assessment process. This approach combines the efficiency of AI with the expertise and judgment of our experienced hiring team, allowing us to identify the best candidates while maintaining a human-centered hiring process.
Sika is committed to creating a work environment that supports, inspires, and respects all individuals. As an equal opportunity employer, Sika will consider all qualified applicants without discrimination based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, national or ethnic origin, or any other protected characteristic.
We offer competitive salaries based on local market data, as well as the workload and responsibilities specific to each role. Compensation is determined based on relevant job skills, training, and/or education. We are committed to maintaining fair and equitable compensation practices in accordance with applicable laws and regulations.
Sika Canada discloses that it uses artificial intelligence (AI) tools to assist in the initial screening of applications, in accordance with Canadian federal and provincial regulations. However, we wish to emphasize that AI does not make final decisions or eliminate candidates from consideration. Our dedicated hiring managers and recruiters carefully review all applications to ensure a fair and thorough assessment process. This approach combines the efficiency of AI with the expertise and judgment of our experienced hiring team, allowing us to identify the best candidates while maintaining a human-centered hiring process.
About Sika
Sika is a specialty chemicals company that holds a leading global position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protecting the building and industrial sectors. Sika has subsidiaries in 103 countries, manufactures in more than 400 plants, and develops innovative technologies for its customers worldwide. In doing so, it plays a crucial role in transforming the construction and transportation industries toward greater environmental compatibility. In 2024, Sika's approximately 33,000 employees generated annual sales of CHF 11.76 billion.
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