Methanex

About Methanex

As a member of the Vancouver IT Support Services team, the Service Desk Analyst is responsible for providing daily technical support to all Vancouver office users, including troubleshooting hardware, software and network problems. The Service Desk Analyst is expected to identify, analyse, troubleshoot and resolve incidents with the aim of eliminating recurrences. The Service Desk Analyst may also perform routine administration, support, and monitoring of local and global infrastructure technologies as required. Position Responsibilities Provide IT user support Respond to first line support requests for IT related issues for all employees, up to and including senior executives. This includes troubleshooting, customer assistance and proactive follow up in a timely manner. Log verbal, electronic and written support calls into the service desk system Provide customer‐focused support services for the local IT Network, desktop infrastructure, corporate applications and communication services. Understand all regional and global controlled documents relating to this position and identify opportunities to improve procedures and systems. Ensure that critical IT equipment is secure and maintained in accordance with Global IT Guidelines and the Manufacturer’s specifications. Provide advanced level support for Microsoft Office and other desktop applications. Provide computer setup and conduct IT orientation for new employees. Set up hardware/software/equipment required for online presentations, teleconferences and video conferences and troubleshoot, as required. Troubleshoot antivirus, OS and patches, remote access and local network connectivity. Provide 24x7 on call support (on rotation). Update problem tracking tool with user issues and remedies. Provide support to Service Desks at other sites when required. Provide monthly report and quarterly reports as required to Supervisor. Document IT Service Desk processes and procedures. Maintain and manage IT hardware and software Diagnose hardware issues/failures. Maintain an understanding of application functionality, deployment architectures and IT infrastructure components to ensure effective problem diagnosis and resolution. Maintain desktop software and hardware. Install and test new parts and equipment. Communicate with third party vendors regarding solutions for hardware repair and replacement. Maintain desktop hardware and software inventory lists Administer laptop and projector loaner pool. Administer and manage user accounts Create, modify, and delete user accounts. Assign, reassign, and remove user access rights. Perform routine administration, support, maintenance and monitoring of infrastructure technologies Perform routine administration, support, troubleshooting, and monitoring of global and local infrastructure technologies including meeting room technologies, servers, databases, and networks as directed by Manager. Attend cross training sessions with internal experts to review tools and procedures. Undertake research and testing of product updates and new products as directed. Participate on IT Projects and ad-hoc assignments Examples: Roll out of new technology; provide training. Position Qualifications Minimum 1-2 year(s) of experience in a technical support environment Knowledge of Windows – Server and Desktop OS Knowledge of PC and Server hardware architecture Sound knowledge of LAN architecture and concepts Sound knowledge of Data protection concepts Minimum 6 months’ experience in enterprise data back‐up and recovery tools Demonstrated problem solving skills End User training experience Excellent customer service to interface with internal customers and stakeholders Excellent written and oral communication skills; facilitation skills and training experience highly desirable Experience supporting Microsoft Office 365 Familiarity with client management software Experience using desktop imaging software Must have solid working experience with remote access Experience administering, supporting, and troubleshooting Microsoft desktop, productivity, and server software. Experience administering, supporting, and troubleshooting Local Area Networks (LAN) and IP Telephony environments Apply Now Due to Canadian immigration limitations related to hiring foreign workers, we are unable to accept applications from out-of-region candidates for this opportunity unless the candidate is legally entitled to work in Canada by means of Canadian citizenship or currently holds active permanent residency status. As a result, this position does not offer relocation assistance for out-of-region candidates.

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Company Info

Legal Form: CORPORATION

Company Type: Public

Company Size: 1001 - 5000

Revenue: 1 - 5 million (USD)

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Job Ads found: 486

Job Ads per Month: 10.6

Hiring Locations: 9

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