IT Support Technician - Ireland
About Kinaxis
Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you!
In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.
Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. With more than 40,000 users in over 100 countries, we are expanding our team as we continue to innovate and revolutionize how we support our customers.
Location
This is a remote position. You can work from home and be located anywhere in Ireland.
About the team
The IT Support Technician provides the first point of contact between internal staff and the Corporate IT department. This role is responsible for delivering comprehensive remote support across EMEA and other global locations. The position serves as the initial point of contact for employees seeking technical assistance and provides first-level support through telephone, virtual and online channels, both for software and hardware needs. Additionally, collaboration with other members of the Corporate IT team is essential to ensure prompt and effective resolution of IT-related inquiries for a global workforce.
What you will do
- Understand specific challenges and desired outcomes of end-users through communication and software/hardware assessment, providing technical support, guidance, and solutions to resolve IT-related issues following pre-established SLAs and ticket handling procedures.
- Lead technical analysis on assigned tickets, typically of a routine nature, communicating updates and solutions through the ticketing system, ensuring both teammates and end-users are kept informed regarding the status of requests.
- Perform Onboarding & Offboarding processes, including new hire account creation, hardware provisioning, account decommissioning, and repurposing assets from former employees.
- Install, diagnose, repair, maintain, and upgrade hardware, software and IT equipment to support Kinaxis end users and business operations.
- Conduct tests and root cause analyses on systems and hardware to ensure functionality and to deliver appropriate solutions related to products and systems.
- Participate in testing new systems, services, processes and document findings.
- Ship hardware/laptops to newly hired employees and replacements to existing staff members across EMEA and other regions as required. Liaise with the internal teams, logistics partners, vendors, and suppliers to manage logistics for timely delivery.
- Liaise with local/global vendors and suppliers
- Support and manage company phone devices predominantly within EMEA while supporting other regions as required. Support the ordering and setup of devices as per company standards and liaise with phone carrier vendors, as and when required
- Interpret data and analyze results with the intention of sharing information related to IT Service tickets, and suggest opportunities to reduce ticket volume and enhance service
- Assist with the creation and maintenance of documentation & Knowledge Base art