Service Desk Technician - Mississauga

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 in mining , 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, & 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;
• Experienced in handling Events, Live Meetings, Webinars and corporate events using MS Teams or Zoom Video or similar systems;
• Strong analytical, problem solving and troubleshooting skills;
• Ability to function well in a team environment; work independently as needed;
• Strong customer focus skills;
• Confident & strong oral and writing proficiency in English;
• CompTIA A+, Network +, Security +, Microsoft Fundamentals certifications are an asset;
• Minimum three years relevant experience working in a similar corporate service desk technical support role;
• All candidates must have legal authorization to work in Canada without employer sponsorship and must pass a background check;
• A driver’s license with access to a vehicle on a daily basis;
  
  

Why join us?

• Work with great people to make a difference
• Collaborate on exciting projects to develop innovative solutions
• Top employer
  
  

What we offer you?

• Flexible work environment
• Long term career development
• Think globally, work locally
  
  

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.

Hatch is 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 in mining, energy, and infrastructure, their 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which they operate. With practical solutions that are safe, innovative and sustainable, they think globally while acting locally.