What are the responsibilities and job description for the IT SERVICE CENTER TECHNICIAN position at Leclerc Foods?
Leclerc is a family business with 118 years of experience, tradition and know-how passed down from people with heart. Thanks to our 1,900 employees in eight plants in Canada and the United States, we are constantly innovating to exceed the expectations of both small and large appetites.
FUNCTION SUMMARY
Under the supervision of the IT Senior Director of Information Technology, the IT Service Center Technician is responsible for providing effective and courteous operational IT support to users as well as participing in maintaining the organization's network and system infrastructure.
RESPONSIBILITIES
- USER SUPPORT:
- Track escalated tickets in the internal ticketing system.
- Collaborate with external partners providing IT support services.
- Handle urgent requests received via phone or escalated quickly.
- Attend weekly production meetings (Tier 3) as needed.
- Assist users with commercial software usage.
- Actively contribute to internal and user-related projects.
- WORK TOOLS MANAGEMENT:
- Configure, reconfigure, update and secure computers.
- Manage industrial equipment (scanners, printers, forklift computers).
- Maintain printers and manage print queues.
- Support mobile tools (tablets, smartphones).
- Manage equipment for conference rooms and display screens.
- Manage telephony (consoles, phones, voicemail boxes).
- EQUIPMENT MANAGEMENT:
- Maintain an adequate stock of IT equipment and supplies.
- Handle installation, receipt, shipping, and relocation of equipment.
- Track repairs and manage critical equipment.
- Plan preventive maintenance for equipment.
- Keep IT storage areas in good condition.
- Document equipment, software, and procedural details.
- Keep the inventory of all IT devices well maintained
- NETWORK AND SYSTEM INFRASTRUCTURE MAINTENANCE AND SUPPORT:
- Monitor and manage network equipment (switches, routers, gateways).
- Manage and maintain Internet connections, LAN, Wifi, , Troubleshoot and resolve network connectivity issues.
- Contribute to the optimization and updating of server operating systems.
- Monitor system and network performance to ensure availability and security.
- Collaborate with internal teams on infrastructure upgrade or expansion projects.
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Maintain Rack and IT cabinet in order (cabling management, documentation)
- Working on Wifi covert in case of trouble, including equipment replacement
- Hands On for IT and OT network with our expert
- Contact point for Infrastructure and OT int the plant
SKILLS AND ABILITIES REQUIRED
- Completed vocational diploma (DEP) or college diploma (AEC) in IT support.
- 2 to 3 years of relevant experience.
- Experience with a ticketing system.
- A certification is desirable.
- Proficiency in Windows and M365 environments.
- Experience in the manufacturing sector is a plus.
- Exceptional customer service and teamwork skills.
- Good communications skills
- Quick and effective problem-solving abilities.
- Strong learning aptitude.
- Experience in a decentralized environment (multiple sites).
- Competence in workstation configuration and diagnostics.
- Knowledge of computer components (computers, printers).
- In-depth knowledge of Microsoft network environments.
- Familiarity with telephony and Apple products (iPad, iPhone) is a plus.
- Experience in network and system infrastructure maintenance and support.
Working at Leclerc is :
- Earn a competitive salary
- Enjoy cookies at will
- Benefit from a comprehensive benefits program
- Save on our products
- Embrace high velocity technology