Requisition ID:95242 Job Category:Information Technology Location:Mississauga,ON,Canada Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise inmining, energy, and infrastructure,our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally.Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you. As part of our Shared Services group, comprised of Finance, Marketing, Communications, Human Resources, Commercial, Legal and Facilities, we support the business achieve their goals through a range of strong technical capabilities. We ensure delivery of services through the skills of our people, methodologies, and systems. Responsibilities: : Provide Technical Support: Respond to and resolve technical issues reported by users via phone, email, or ticketing systems, ensuring timely and accurate solutions. : Incident Management: Document, track, and prioritize incidents and service requests according to established processes. : Troubleshooting: Diagnose and resolve hardware, software, and network:related issues, escalating to higher support levels when necessary. : System Administration: Maintain and update user accounts, permissions, and access control for various systems. : Knowledge Management: Create and update documentation for troubleshooting steps and technical guidelines to improve support efficiency. : Customer Service: Provide exceptional support with a customer:centric approach, ensuring user satisfaction and clear communication throughout the resolution process. : Monitoring Systems: Keep an eye on system health, performance, and security, reporting any anomalies or risks. : Support IT Projects: Assist in implementing IT initiatives, migrations, or deployments within the organization. : Training and Guidance: Offer guidance to users on software applications, tools, and IT best practices. : Compliance and Reporting : Adhere to company policies and standards, ensuring compliance with IT security protocols and contributing to regular performance reports. : Setup and Overseeing of Corporate Events: Provide technical support for corporate events, including the setup of IT equipment and troubleshooting during events to ensure smooth operations. : Working Overtime as Required: Remain available to work overtime based on business needs, ensuring consistent support during critical times. : Traveling to Different Sites/Offices: Visit various offices and sites as needed to provide on:site technical support and assistance. Qualifications: : College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment. : Ability to support Lenovo, and HP laptop/desktop computers, peripherals, Ricoh, HP, Canon multi:function printers and other computer hardware. : Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required; : Familiarity with common Microsoft software and a good knowledge of remote user support; : Excellent understanding of Microsoft products, including Windows 10/11, Office 365, Teams, SharePoint, OneDrive is required; : Provide application Support for SAP, Adobe products, Bluebeam, and other current and in:house applications that exist within the organization; : Excellent understanding of Windows Active Directory User and Computer Administration, Entra, Azure Active Directory, Microsoft Exchange, and Office 365 Admin is required; : Exposure to IT Service Management and delivery systems, e.g. Zendesk, ServiceNow, Remedy; : Experience