IT Support Technician
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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing remote IT support, including troubleshooting hardware and software issues, managing service tickets, and conducting onboarding and offboarding processes. Proficient in utilizing ticketing systems and collaborating with internal and external stakeholders to enhance service delivery.
Highest-signal resume keywords
IT Service Desk ExperienceTicketing Systems ProficiencyWindows And Mac OS SupportITIL CertificationCustomer Service Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Serve as the first point of contact between internal staff and Corporate IT
- Deliver comprehensive remote first-level support across EMEA and other global locations via telephone, virtual, and online channels
- Assess software and hardware issues and provide technical support, guidance, and solutions according to SLAs and ticket-handling procedures
- Lead technical analysis on assigned routine tickets and communicate updates and solutions through the ticketing system
- Perform onboarding and offboarding, including account creation, hardware provisioning, account decommissioning, and asset repurposing
- Install, diagnose, repair, maintain, and upgrade hardware, software, and IT equipment
- Conduct system and hardware testing and root-cause analysis
- Participate in testing new systems, services, and processes and document findings
- Ship hardware and laptops across EMEA and other regions, coordinating with internal teams, logistics partners, vendors, and suppliers
- Liaise with local and global vendors and suppliers
- Support and manage company phone devices, including ordering and setup, and liaise with phone carriers
- Analyze IT service-ticket data and suggest ways to reduce ticket volume and improve service
- Create and maintain IT process, system, and issue documentation and knowledge-base articles
- Participate in the weekend on-call L1 support rota and respond outside business hours when necessary
- Respond to P1 calls during weekday business hours as required
- Deliver end-user training on IT services
- Travel internationally, including within EMEA, on an ad hoc basis as required
- Perform other duties as required
Requirements
What you’ll need- Minimum 3-5 years of IT Service Desk experience providing remote end-user support across multiple locations
- Post-secondary education (degree or diploma) in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience
- ITIL, A+, Network+, and/or MCSA certifications are considered an asset
- Strong analytical, critical thinking, and problem-solving skills
- Strong customer service skills and experience assessing end-user requests, delivering effective solutions, and communicating technical concepts to technical and non-technical audiences, including executive stakeholders
- Ability to build rapport and collaborate effectively with fellow technicians and end-users
- Strong experience working with ticketing and self-service platforms such as ServiceNow
- Strong experience supporting Windows and Mac OS, Active Directory, BitLocker, VPN, Okta, Microsoft 365, Windows Server, RDP, cloud solutions, Intune MDM, and OS patch management
- Experience with Exchange Online is an asset
- Basic networking and infrastructure knowledge is considered an asset
- Understanding of ITSM, incident and request management processes, onboarding and offboarding procedures, and cybersecurity and privacy best practices
- Basic understanding of Artificial Intelligence (AI) concepts and tools
- Ability to prioritize and reprioritize work, manage multiple tickets under tight deadlines, and adapt quickly to changing business needs
- Excellent written and verbal communication skills in English
- Valid passport required for possible international travel
Benefits
Comp & perks- Flexible vacation and Kinaxis Days (company-wide days off)
- Flexible work options
- Physical and mental well-being programs
- Regularly scheduled virtual fitness classes
- Mentorship programs, training, and career development
- Recognition programs and referral rewards
- Hackathons
- Recruitment accommodations upon request for candidates with specific needs or disabilities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportHardware InstallationSoftware MaintenanceRoot-Cause AnalysisSystem TestingActive DirectoryVPNMicrosoft 365OS Patch ManagementCloud Solutions
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsCollaboration SkillsCustomer Service Skills
Tools & Technologies
ServiceNowIntune MDMExchange OnlineBitLockerRDP
Certifications & Qualifications
ITILA+Network+MCSA
Industry Keywords
ITSMIncident ManagementRequest ManagementOnboarding ProceduresCybersecurity Best Practices