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 articles regarding IT processes, systems, and issues, with the intention of promoting self-service.
• Participating 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 as required
• Deliver end-user training on IT Services where necessary
• International travel, including travel within EMEA may be required on an ad hoc basis to support the business, a valid passport is required.
• Other duties as required

What we are looking for

• Minimum 3-5 years of IT Service Desk experience providing remote end-user support across multiple locations.
• Post-secondary education (degree or diploma) in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• ITIL, A+, Network+, and/or MCSA certifications are considered an asset.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to apply sound judgment in resolving technical and operational challenges.
• Strong customer service skills with experience assessing end-user requests, delivering effective solutions, and communicating technical concepts to technical and non-technical audiences, including executive stakeholders.
• Ability to build rapport and collaborate effectively with fellow technicians and end-users.
• Strong experience working with ticketing and self-service platforms such as ServiceNow.
• Strong experience supporting enterprise technologies, including Windows and Mac OS, Active Directory, BitLocker, VPN, Okta, Microsoft 365, Windows Server, RDP, cloud solutions, Intune MDM, and OS patch management; experience with Exchange Online is an asset.
• Basic networking and infrastructure knowledge is considered an asset.
• Understanding of ITSM, incident and request management processes, onboarding and offboarding procedures, and cybersecurity and privacy best practices.
• Basic understanding of Artificial Intelligence (AI) concepts and tools, with the ability to identify opportunities to improve productivity, troubleshooting, and user support.
• Proven ability to prioritize and reprioritize work, manage multiple tickets under tight deadlines, and adapt quickly to changing business needs.
• Excellent written and verbal communication skills in English, with the ability to communicate professionally and build strong working relationships.

#ntryLevel, #Fresher, #Associate

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 Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco 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 a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:

• Flexible vacation and Kinaxis Days (company-wide days off)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs, training, and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis website 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 [email protected]. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.

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.