Ingram Micro helps businesses fully realize the promise of technology.TM No other company delivers the full spectrum of global technology and supply chain services to businesses around the world. Ingram Micro’s global infrastructure and deep expertise in technology solutions, supply chain, cloud and mobility enable its business partners to operate efficiently and successfully in the markets they serve. Combined with distinct market insights and the trust and dependability generated from decades of strong partner relationships, Ingram Micro stands apart as the global technology services provider for the future.
Ingram Micro is in hiring mode we are seeking a Full Time Technician Site Support to join the team onsite (with proper Health & Safety measures in place) at our ALC / Distribution warehouse operations. This role will be specific to our client in retail.
LOCATION: Mississauga, Foster Crescent.
The shift will be, Wednesday to Sunday, 10pm to 630am
Training will be on the day-shift for one to two months, then move over the designated night-shift stated above.
The role of Technician, Site Support will provide 2nd level support to end users that cannot be resolved by 1st level support (Client Services Desk) and enable Moves, Adds and Changes to the environment. They will maintain operating efficiency by working with end users of IS solutions and provide support service aligned to defined service level agreements (SLA) and to ITIL standards.
Essential Day to Day Functions of the Role:
Monitors, troubleshoots and maintains a) Desktop technologies (operating system, Windows, Apple, Remote access, Unified Communication Services and Virtual Desktop Infrastructure) and assists in the support of b) network (LAN, WAN, Wireless, VOIP) and network equipment (multiplexers, hubs and routers) and c) Voice and Telecom technologies (PBX, video conference, and telephones)
Adds and removes users from lists of approved users
Implements standards in compliance with IS Security standards
Accomplishes Global Site Support mission by completing required duties to high quality standard and within SLA.
Ensures all time and work effort for incidents and tasks are recorded in the ticketing system.
Identifies and supports operational objectives and procedures by conferring with managers and employees to evaluate input and output requirements.
Prepares and supports users by writing and maintaining documentation that provide help to answer questions and resolve problems.
Proactively improves current systems by studying practices, procedures and problems and designing modifications.
Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations
Proactively reduces problem tickets by analyzing data and implementing mitigating actions for common incidents. Trains user community in utilization of self-serve tools & best practices to avoid contacts to Site Support.
Ensures IS service to end users aligned to Global Site Support strategy.
Provide 2nd level support to end users that cannot be resolved by 1st level support (Helpdesk) and enable Moves, Adds and Changes to the environment
Effectively communicates status and relevant IS-related information to business stakeholders.
Has broad knowledge across all business areas to provide requirements to applications support in a manner that conveys detail and understanding of our systems and business needs.
Works with IS Site Support teams, Business Units and IT Stakeholders to provide efficient and accurate issue resolution, or to coordinate task/project delivery requirements
Identifies new ways to use technology to improve work processes.
Education & Experience Required:
Post-secondary education- preferably in IT or Business
Experience in an IS service delivery organization
ITIL certification preferred
Helpful to Have Technical Expertise:
Working understanding of PBX administration, VoIP, Softphone and CTI technologies.
Excellent knowledge of Microsoft Windows Operating systems and administration with similar technologies
Excellent knowledge of Microsoft’s System Centre Configuration Manager
Working understanding of the Microsoft Deployment Toolkit or other desktop deployment tools
Conceptual understanding of design, implementation and administration of current communication technologies
Working understanding of the current technologies and techniques with LAN design, implementation, and administration, particularly within Windows Active Directory
Excellent knowledge of the current technologies and techniques with desktop support and desktop operating systems
Conceptual understanding of e-commerce technologies, including SOA
Working understanding of financial accounting (including budget processes), general business operations including sales, finance, operations, and purchasing
Advanced knowledge of Microsoft Office, Visio and Project
Ability to quickly grasp new technologies
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are dedicated to fostering an inclusive and accessible environment where all associates are valued, respected and supported. As such, we will accommodate disabilities during the selection process and will work with you to meet your requirements.