IT On-Site Support Professional

Lincoln Electric; Toronto; On-site; CAD 64,000 - 81,000; Full time

Job summary

A leading manufacturer of welding solutions in Toronto is seeking an IT On-Site Support Analyst II. In this role, you will manage support tickets, provide technical assistance, and ensure end-user satisfaction. The ideal candidate has a Bachelor's degree in an IT-related field, two years of experience, and a strong background in troubleshooting and customer service. You will interact with various users and must be able to manage multiple requests efficiently. This full-time position offers a competitive salary and a supportive work environment.

Qualifications

• Bachelor’s degree in an IT related field, and two years of experience supporting internal desktop systems.
• Experience with Microsoft M365 technologies and Windows OS.
• Strong communication skills and excellent customer service focus.

Responsibilities

• Provide advanced technical support to end-users addressing hardware and software issues.
• Manage user accounts, permissions, and access control.
• Implement security policies ensuring protection of sensitive data.

Skills

Microsoft Active Directory

Microsoft M365 technologies

Hardware troubleshooting

Network troubleshooting

Customer service

Education

Bachelor’s degree in IT or related field

Tools

Ivanti

Windows OS

Apple iOS

Job description

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading materials science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 12,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

Location:Toronto - 179 Wicksteed
Employment Status: Salary Full-Time
Function: Information Technology
Pay Grade and Range: CAPG - 4 Min: 64,260 - Mid: 80,324
Bonus Plan:AIP
Target Bonus:12.5

Purpose

The IT On-Site Support Analyst II is an intermediate analyst job function, and is responsible for managing the tickets, tasks and projects from his/her support zone. The analyst will focus on resolving incidents, fulfilling service requests, and providing end user training and consulting. Responsible for implementation work related to deployment of IT services and equipment. The analyst must use technical tools, such as the knowledge base, and an IT service management system (Ivanti) to improve the end user experience.

Job Description (Duties and Responsibilities)

• Working follow guidelines and moderate guidance
• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Following orientation from other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

Qualifications

• Bachelor’s degree in an IT related field, and two years of experience supporting internal desktop systems, application training and overall incident ownership and management; 3 years of experience required if no degree.
• Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies
• Experience with extensive hardware, network and software troubleshooting.
• Hands on experience on LAN/ WAN Networks; working and managing a switched network.
• Experience on how to make LAN cables, working with Wi-Fi / Access point configurations
• In depth knowledge of MS Teams, and other video conferencing and projection solutions,
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technological trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.

Competencies

• Results oriented.
• Good oral, written communication, and presentation skills
• Decisive, with little or no information
• Ability to lead through ambiguity.
• Situational awareness
• Independent learner
• Excellent customer service focus
• Collaboration and good interpersonal skills

Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.