IT Support Technician

🔥 0 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kinaxis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

💰 $33M Venture Round on 2000-05

Consulting • Healthcare • Manufacturing

Kinaxis is a leading provider of supply chain orchestration solutions, specializing in AI-infused supply chain planning and management. Their flagship platform, Maestro, enables organizations to master complexity and optimize decision-making processes across the entire supply chain. By integrating advanced analytics with real-time data visibility, Kinaxis helps businesses improve operational efficiency, predict demand, and respond proactively to disruptions.

📋 Description

• Serve as the first point of contact between internal staff and Corporate IT • Deliver comprehensive remote first-level support across EMEA and other global locations via telephone, virtual, and online channels • Assess software and hardware issues and provide technical support, guidance, and solutions according to SLAs and ticket-handling procedures • Lead technical analysis on assigned routine tickets and communicate updates and solutions through the ticketing system • Perform onboarding and offboarding, including account creation, hardware provisioning, account decommissioning, and asset repurposing • Install, diagnose, repair, maintain, and upgrade hardware, software, and IT equipment • Conduct system and hardware testing and root-cause analysis • Participate in testing new systems, services, and processes and document findings • Ship hardware and laptops across EMEA and other regions, coordinating with internal teams, logistics partners, vendors, and suppliers • Liaise with local and global vendors and suppliers • Support and manage company phone devices, including ordering and setup, and liaise with phone carriers • Analyze IT service-ticket data and suggest ways to reduce ticket volume and improve service • Create and maintain IT process, system, and issue documentation and knowledge-base articles • Participate in the weekend on-call L1 support rota and respond outside business hours when necessary • Respond to P1 calls during weekday business hours as required • Deliver end-user training on IT services • Travel internationally, including within EMEA, on an ad hoc basis as required • Perform other duties as required

🎯 Requirements

• 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 • Strong customer service skills and 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 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 • 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 • Valid passport required for possible international travel

🏖️ Benefits

• 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 • Recruitment accommodations upon request for candidates with specific needs or disabilities