IT Support Technician

**About Kinaxis**:

- Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because _People matter _at Kinaxis.
- In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.
- Our journey in India began in 2020 and we have been growing steadily since then Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work® CertifiedTM. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.

**Location**
- Chennai, India (Hybrid)

**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 and onsite support across various locations, with a primary focus on the Chennai office. The position serves as the initial point of contact for employees seeking technical assistance and providing first-level support through telephone, face-to-face, 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 solve IT-related issues following pre-established SLAs and ticket handling procedures.
- Conduct 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 creations, hardware provisioning, account decommissioning, and re-purposing 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 about products and systems.
- Participate in testing new systems, services, processes and documents findings
- Ship hardware/laptops to newly hired employees and replacements to existing staff members. Liaise with the internal Facilities team, managing logistics for timely delivery
- Liaise with local/global vendors and suppliers
- Liaise with mobile carrier vendors within region to order and support company phone devices/connections
- Interprets data and analyze results with the intention of sharing information related to IT Service tickets, and suggests opportunities to reduce ticket volume and enhance service
- Assist with the creation and maintenance of documentation & Knowledge base articles regarding IT processes, systems, and issues, with the intention of promoting Self-service.
- Participate in the weekend On -Call L1 support Rota and respond outside of business hours where necessary
- Respond to P1 calls during regular business hours on weekdays
- Deliver end-user training on IT Services where necessary
- Some international travel may be required on an ad hoc basis to support the business, a valid passport is required.

**What we are looking for**:
- Minimum 3 years of IT Service Desk experience providing in-person and remote end-user support- Post-secondary education/Bachelor’s degree/diploma with a focus on Computer Science, Information Systems, or similar demonstrated equivalent experience.- ITIL, A+, Network + and MCSA certifications would be considered advantageous-
- Demonstrated ability to think critically when faced with challenges.- Demonstrated ability prioritizing tasks based on the needs of the business; proactively solicits feedback to ensure alignment.- Agile and resilient in managing multiple tickets under tight timelines.- Ability to build rapport and gain support from fellow technicians, working in close collaboration end-users.- A clear, concise, and professional communicator with the ability to present information and demonstrate knowledge.- Must have proven ability to realign priorities rapidly to meet evolving business requirements.

**Role Specific Skills and Qualifications**
- Demonstrates exc