IT Operations Coordinator

Under the supervision of the IT Services Director, the IT Operations Coordinator is responsible for maintaining a favorable dynamic for the resolution of IT tickets by offering exceptional service to his customers.

Responsibilities

Coordinate IT support team activities

    Promote rapid resolution, at the agreed SLA level, and judicious prioritization of tickets in process.

    Ensure adequate follow-up when resolving tickets.

    Offer long-term solutions to recurring tickets.

    Establish daily priorities and needs in collaboration with the technicians.

    Collaborate with technicians to resolve tickets.

    Coordinate the follow-up of requests and incidents with external suppliers.

    Participate actively in internal projects and those of our users.

Participate actively in the improvement of internal processes and the implementation of required changes

    Understand the context of operations in order to respond appropriately to the demands of its internal customers.

    Provide team performance indicators to identify opportunities for improvement.

    See to the updating of procedures as well as technical documentation.

    Participate in recommending and selecting the choice of technological alignments for operational activities.

    Ensure a strategic watch of the best IT tools and practices.

Perform the work of an IT operations technician, as needed

    Help our users to perform

    Provide effective work tools

    Have everything in hand to be ready to respond to requests

    Carefully maintain our environment

Skills

Show interest in customer service and teamwork;

Ability to quickly solve problems;

Willingness and dynamism to want to be actively involved in improving IT;

Good learning ability;

Demonstrated experience for configuration and diagnosis of workstations; 

Knowledge of Microsoft network environments;

Knowledge of telephony, an asset;

Demonstrate autonomy, initiative and creativity; 

Ability to analyze, summarize and judge;

Have a professional and proactive attitude;

Have leadership and rigor;

Have good management of stress, time and priorities; 

Results oriented.

Requirements

Have completed a DEP or an AEC in IT support;

Have 5 years of relevant experience in user support;

Have worked in a decentralized environment (multiples sites);

Have previously worked with a work ticket tracking system;

A+ certification, an asset;

Master of Windows 10 environments;

Manufacturing experience, an asset;

Proficiency in French and  English.