IT Support Technician
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
IT Support Technician providing remote first-level support for Kinaxis’s AI-powered supply-chain orchestration platform. Managing endpoints, accounts, devices, tickets, and IT service processes across Ireland and EMEA.
Responsibilities:
- 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:
- 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:
- 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
Similar Jobs
Support Analyst
WinCap Support Analyst supporting New York schools and BOCES with accounting and financial software. Troubleshooting client issues across purchasing, payables, receivables, budgeting and general ledger.
Customer Support Analyst
Customer Support Analyst supporting enterprise merchants on Localpayment’s cross-border payment platform. Troubleshooting payment integrations, leading incident resolution, and improving retention through analytics.
Support Technician
AI2IO Support Technician assisting users with Windows, Microsoft 365, networking, and devices. Managing licenses, hardware orders, escalations, and knowledge-base documentation remotely.
Senior Product Support Engineer
Senior Product Support Engineer troubleshooting complex enterprise security and network issues for Zscaler’s cloud security platform. Partnering with Engineering and mentoring support engineers.
Implementation Support Analyst
Implementation Support Analyst supporting pharmacy benefit implementations for EmpiRx Health, a clinically driven pharmacy benefits manager. Managing plan design inputs, member materials, follow-ups, and implementation deliverables.
Linux Administrator – L1 Support Engineer
Linux L1 Administrator monitoring and troubleshooting 24x7 Linux servers for an IT services company. Handling incidents, routine administration, backups, and SLA-driven support.
Technical Support Analyst I
Analista de suporte técnico monitorando ambientes, tratando incidentes e implementando melhorias. Atuação remota na TIVIT, multinacional brasileira de soluções digitais.
Data Platform Technical Support Engineer – AWS
Ingeniero de soporte técnico AWS para la plataforma de datos de knowmad mood, compañía de transformación digital. Resolución de incidencias L2 en AWS, Snowflake y Airflow.
IT Support Technician, Level 1-2 – Google Workspace
Remote IT Support Technician managing Google Workspace administration and Level 1–2 end-user support. Troubleshooting accounts, applications, devices, connectivity, and security issues.
Technical Support Associate
Technical Support Associate providing Tier 2 support for LRN’s ethics and compliance LMS platform. Resolving customer issues via Zendesk, email, chat, and phone while meeting SLA and KPI targets.
Senior Manager, Technical Support Engineering
Senior Manager leading global technical support operations for Pantheon’s cloud WebOps platform. Improving escalations, reliability, automation, and customer outcomes across distributed teams.
Especialista de Suporte Técnico – Atômica e Molecular
Technical Support Specialist supporting Agilent scientific equipment customers in Brazil. Installing, repairing, calibrating, and troubleshooting hardware, software, and network solutions with 75% travel.
Customer Support Analyst, Tax Invoices
Analista remoto orientando clientes da Contajá, plataforma brasileira de serviços contábeis e financeiros, na emissão de notas fiscais. Suporte a sistemas fiscais e resolução de inconsistências.
Technical Support Referent, Dutch
Technical support specialist handling automotive support requests for Expleo in Bucharest. Resolving Level 1 issues, managing cases, and supporting warranty-cost decisions.
Technical Support Referent, German
Technical support specialist resolving automotive service requests and escalating complex issues for Expleo. Translating German documentation and maintaining support knowledge bases.
Senior Support Analyst
Sr. Support Analyst providing first-level IT support and security triage for OPENLANE’s digital used-vehicle marketplace. Resolving employee hardware, software, access, and application issues.
Senior Technical Analyst
Technical Analyst supporting CGI Federal’s Defense Logistics Agency financial compliance and enterprise risk management. Analyzing controls, risks, audits, and remediation for auditable financial reporting.
Technical Support Analyst
Analista de suporte técnico atendendo clientes e investigando incidentes na plataforma de procuradoria digital da Attus. Triagem, SQL, validação de ambientes e escalonamento de chamados.
Senior Technical Support Engineer – Ethernet, AI Infrastructure
Senior Technical Support Engineer resolving complex Ethernet networking and AI infrastructure issues for NVIDIA customers. Leading critical escalations, debugging, and cross-functional technical investigations.
Support Engineer
Support Engineer troubleshooting and integrating Milestone, LenelS2, and DMP security systems. Supporting customers, service teams, and projects for North American communications and security solutions provider BearCom.