POSITION OVERVIEW

Reporting to the Manager, IT Services, the IT Site Specialist provides deskside and remote support for hardware, software, network, security, and user issues for the Montreal Kruger Inc. Home Office.

RESPONSIBILITIES & ACCOUNTABILITITIES

Hardware and Software Support

• Install, configure, and maintain computer systems, servers, and network equipment in alignment with Kruger standards.
• Diagnose and resolve hardware issues affecting desktops, laptops, printers, and other peripherals.
• Oversee hardware inventory, ensuring timely replacements and upgrades as necessary.
• Install, update, and troubleshoot software applications to ensure optimal performance.
• Provide user support for software-related inquiries and deliver training sessions as required.
• Verify that software licenses are current and fully compliant with company policies.

Network and Connectivity

• Set up and maintain network infrastructure, including routers, switches, and access points according to Kruger standards.
• Troubleshoot network connectivity issues to provide consistent internet access.
• Manage VPN access for remote users and ensure secure connections.

Technical Support

• Deliver prompt on-site IT support to plant staff.
• Resolve IT Service Desk tickets quickly.
• Perform routine maintenance and updates to maintain system reliability.

Security

• Implement and oversee cybersecurity for plant IT infrastructure in line with Kruger standards.
• Address security incidents and investigate when necessary.
• Maintain compliance with industry and company security policies.

User Requests Intake, Documentation and Reporting

• Serves as the primary point of contact at the corporate home office to collect end-user requests, ensuring all IT requests and their statuses are accurately documented and communicated to the Manager, IT Services.
• Utilises the corporate ITSM tool (ServiceNow) when appropriate.
• Maintains detailed and up-to-date records of IT assets, configurations, and support activities.
• Prepares reports on IT performance and offers recommendations for improvement.
• Documents procedures and develops user guides addressing common issues and solutions.
• Handle VIP white glove services and back up the Executive IT Support Specialist during there vacation.

QUALIFICATIONS

• A diploma in a recognized post-secondary program in computer technology.

EXPERIENCE

• Minimum 1-3 years experience in a similar position.

• Deep understanding of hardware and software troubleshooting.

• Awareness of cybersecurity principles and practices.

• Expertise in various Windows Operating Systems, Windows Servers, Active Directory and O365 applications.

• Demonstrated ability to communicate and collaborate with third-party vendor support regarding technical support related matters.

SKILLS AND ABILITIES

• Problem-solving and analytical thinking skills
• Communication and customer service abilities
• Technical knowledge of hardware and software
• Skills in networking and infrastructure management
• Understanding of cybersecurity practices
• Provide on-call and afterhours support

Languages

Some site locations require written and spoken English and French communication.

Knowledge of English is required for this specific position as Kruger deals with partners across North America and the successful candidate will be required to communicate frequently with them. Kruger has taken all reasonable steps to avoid imposing English language requirements, including assessing the actual language needs associated with the duties to be performed, ensuring that the language skills already required of other employees were insufficient for the performance of those duties, and limiting as much as possible the number of positions with duties requiring English language skills.

A job at Kruger means :

Competitive Compensation

Stimulating Work Environment

Wide Range of Benefits

Numerous Growth Opportunities