IT Help Desk Tier 2 Technician

Job Title: IT Help Desk Tier 2 Technician Department: Information Technology Reports to: IT Director Cementation Americas 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 SAFETYWork in compliance with all Health and Safety rules and regulations for CementationBe aware of any health and safety hazards or infractions and report same to Health and Safety DepartmentKeep the IT work area clean and tidy GENERAL RESPONSIBILITIESProvide second-level support for complex technical issues relating to hardware, software, and network issues from Tier 1.Escalating unresolved tickets to Tier 3 support in a timely manner when needed.Collaborate with Tier 1 support and Tier 3 support on escalations while meeting SLA targetsEffectively use Help Desk Ticket System to manage all ticketsCreate and maintain technical documentation on installation of software, configurations and fixesRemote site establishment, maintenance & demobilizationManaging inventory & retirement of assetsOwnership of small to medium ad hoc projectsOther duties as assigned TRAVEL REQUIREMENTSThis position has the requirement for occasional travel to our project sites and offices SUPERVISORY RESPONSIBILITIESHas no direct reports; however, is responsible for escalating, delegating, and monitoring of tickets, working with the IT department and third-party suppliers EDUCATION AND EXPERIENCECollege diploma or equivalent2 - 4 years of helpdesk experienceMicrosoft (MSCA) or Cisco (CCNA) or equivalentSKILLS, KNOWLEDGE & ABILITIESAble to work in a group environmentHighly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environmentAble to deal with people sensitively, tactfully, diplomatically, and professionally at all timesAble to effectively prioritize workload to ensure deadlines are metStrong advanced troubleshooting and analytical skillsDeep understanding of Windows, as well as user management in Active DirectoryIn depth knowledge of servers, systems, and networks including VLANs, VPNs, DNS, DHCP, TCP/IP & troubleshooting connectivity issues.Proficient in using remote desktop software, ticketing management & knowledge of cybersecurity best practiseExperience with SolidWorks/AutoCAD is considered an asset Cementation is an Equal Opportunity Employer