ABOUT THE TEAM

The IT Support Coordinator, as an applied specialist, provides first-level telephone, face-to-face, and online support for a global workforce for software and hardware requirements and questions, and is the first point of contact for employees seeking technical assistance.
The incumbent is the first point of contact between end-users and Corporate IT, and will partner with other members of the Corporate IT team to ensure the successful resolution of any IT-related queries.
About the role:

WHAT YOU WILL DO

• Understand basic challenges and desired outcomes of end-users through communication and software/hardware assessment, and provide technical support, guidance, and solutions to solve IT-related issues following pre-established SLAs and ticket handling procedures.
• Action on assigned tickets, usually routine in nature, and communicate through ticketing system, keeping teammates and end-users apprised of status of request and solutions.
• Perform Onboarding & Offboarding processes, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees, desk assignment, desk setup, swag etc.
• 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 about products and systems.
• Ship hardware/laptops to newly hired employees and replacements to existing staff members; manages all IT/office logistics delivery and liaise with local and global vendors and suppliers to ensure timely delivery.
• Liaise with mobile carrier vendors within region to order and support company phone devices.
• Assist with the creation and maintenance of documentation & Knowledge Based Articles regarding IT processes, systems, and issues, with the intention of promoting Self-Service.
• Provides badge Brivo access cards, Brivo mobile passes and manage along with the Facilities and Security team on any physical security issues.
• Consult and collaborate closely with stakeholders across the organization to identify and analyze business processes and user and system requirements, and to translate requirements into effective technical solutions.
• Proactively identify opportunities for upgrades and advise the business on value.
• Support stakeholders through implementation of new practices using effective communication and frequent updates; Facilitate pre and post-go-live training.

ROLE SPECIFIC SKILL & QUALIFICATIONS

• Experience evaluating the requests of end-users and providing solutions.
• Proven ability to translate high-level business requirements into functional and system requirements, and to build solutions accordingly
• Experience completing service and support tickets that are of low to moderate difficulty and urgency, conducting root cause analysis, performing troubleshooting, updating end-users, and documenting resolutions.
• Experience working with ticketing and self-service platforms such as ServiceNow.
• Experience working with enterprise tools such as Windows and Mac OS, Active Directory, Autopilot, VPN, OKTA, O365, Windows Server, RDP, cloud solutions, Intune MDM, OS patch management, Exchange Online.
• Awareness of ITSM and incident management methodologies, practices, tools, and techniques; Knowledge of cybersecurity and privacy considerations in systems. Experience with ServiceNow would be considered an asset.
• Awareness of Onboarding & Offboarding processes and procedures.
  

  Full-time #Associate #LI-Remote #LI-KH1

Why join Kinaxis?:
Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more.
Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and more.
Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.
Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at recruitmentprograms@kinaxis.com. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.
Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description, to identify candidates whose education, experience and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.