About the role
OEC serves the infrastructure, energy, gas and electricity distribution and telecommunications sectors. With over 2,600 employees, insightful and reliable energy and infrastructure solutions are provided to clients coast-to-coast. Driven to Lead, Innovate and Commit to Excellence, the group of companies delivers end-to-end solutions from concept and design to engineering, construction and comprehensive field services. Through an unwavering focus on health, safety and the environment, OEC continuously works to ensure the safety of employees, the public we serve and the environment we live in.
IT Support Analyst (On-site) Position Description Deliver responsive first-level technical support for end users by troubleshooting hardware, software, and connectivity issues, managing service requests, and ensuring timely resolution or escalation. This role involves hands-on support, including device setup, user onboarding, and peripheral maintenance, with a focus on excellent customer service, documentation, and occasional travel to provide on-site IT assistance.
Responsibilities
- Provide first-level technical support to end users via phone, email, and in-person for hardware, software, and connectivity issues
- Diagnose and resolve end-user concerns related to password resets, application support, desktop/laptop hardware, printing, and network connectivity
- Escalate complex or unresolved concerns to the Tier 2 support team or other appropriate IT teams
- Perform on-site installation, maintenance, and repair of desktop computers, printers, and peripherals
- Participate in IT-related onboarding and offboarding activities (e.g., user account setup, device configuration, and access changes)
- Provide user support for mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools as required
- Possess a basic understanding of networking concepts, including IP addressing, DNS, DHCP, and LAN/WAN troubleshooting
- Conduct end-user training and create user-friendly documentation or FAQs to reduce recurring support requests
- Log and maintain accurate records of incidents, requests, and resolutions in the IT service management system
- Prioritize service requests based on severity and business impact
- Monitor support trends to proactively identify and address recurring problems
- Maintain IT documentation including support processes, system configurations, and procedures
- Provide support in the deployment and configuration of standard desktop software and updates
- Assist network or system administrators with basic troubleshooting tasks, equipment moves, and installations as needed
- Coordinate with external vendors for hardware repairs covered under maintenance agreements
- Always uphold a high level of professionalism, courtesy, and responsiveness when engaging with users
- Regular travel to business locations, including London, Vaughan, Fergus, and others, may be required—up to one day per week—to support on-site IT operations
Required Qualifications And Experience
- Diploma or certification in Information Technology, Computer Science, or related field
- Minimum 3 - 5 years’ work experience in an IT support function (technical support or helpdesk)
- Experience with mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools is a strong asset
- Solid understanding of Microsoft Windows OS, Office 365 applications, and basic networking principles
- Experience with IT ticketing systems and remote desktop tools
- A+ or other relevant certifications (e.g., ITIL Foundation, Microsoft Certified) are an asset
- Certification such as Cisco Certified Network Associate (CCNA) or equivalent foundational networking credential is considered an asset
- Strong analytical and problem-solving skills
- Excellent communication and customer service abilities
- Ability to prioritize tasks and work effectively under pressure
Other Success Factors
- Brand ambassador – enable, engage, encourage, and exemplify the behaviors of the brand, Lead, Innovate, Commit to Excellence
- Innovate – make it a priority to learn new technologies, tasks, and procedures and apply them, while keeping up to date with industry news
- Customer-centric approach and ability to demonstrate a strong sense of urgency
- Self-motivated, ability to work independently or as part of team
- A team player who is receptive to feedback, and quickly adapts to change
- Ability to prioritize and multi-task appropriately in a demanding and fast-paced environment
- Exhibit a high degree of professionalism, dependability, with a proactive “can do” attitude
- Embrace a culture of continuous improvement and effective streamlined processes
OEC is an Equal Opportunity Employer.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, OEC will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform the People Excellence team of the nature of any accommodation(s) that you may require.
About OEC
Playing our part right from the start.
Back in 2000, OEMs were facing a huge hurdle selling parts into dealerships, mechanical shops, and collision shops. Every transaction was handled manually, either by phone or fax, which left the market desperate for a faster, more efficient way to do business.
That’s when four major auto players – GM, Ford, Chrysler, and Bell & Howell (now Snap-on Business Solutions) – formed OEC. In 2001, we launched CollisionLink, the first e-commerce tool for shops to buy OE parts from dealership suppliers. Shortly afterwards, we launched D2DLink, connecting dealers nationwide and quickly elevating the OEC dealership base from 500 to 10,000. Over the years, we continued to develop and acquire key solutions to better manage every aspect of maintenance and repair, including non-OE aftermarket parts and solutions for repairers.
Today, OEC is how everyone in the vehicle parts and repair lifecycle gets their job done more easily. Dealers and suppliers, repairers, manufacturers, insurers, and fleets all use our technology and data services to connect with each other and get vehicles back on the road safely. It’s why so many of the biggest names in the industry all rely on OEC. And it’s how, in just the past year alone, we’ve facilitated over $14B in North American e-commerce and over $30B in global trade.
OEC | Now for the easy part.™
About the role
OEC serves the infrastructure, energy, gas and electricity distribution and telecommunications sectors. With over 2,600 employees, insightful and reliable energy and infrastructure solutions are provided to clients coast-to-coast. Driven to Lead, Innovate and Commit to Excellence, the group of companies delivers end-to-end solutions from concept and design to engineering, construction and comprehensive field services. Through an unwavering focus on health, safety and the environment, OEC continuously works to ensure the safety of employees, the public we serve and the environment we live in.
IT Support Analyst (On-site) Position Description Deliver responsive first-level technical support for end users by troubleshooting hardware, software, and connectivity issues, managing service requests, and ensuring timely resolution or escalation. This role involves hands-on support, including device setup, user onboarding, and peripheral maintenance, with a focus on excellent customer service, documentation, and occasional travel to provide on-site IT assistance.
Responsibilities
- Provide first-level technical support to end users via phone, email, and in-person for hardware, software, and connectivity issues
- Diagnose and resolve end-user concerns related to password resets, application support, desktop/laptop hardware, printing, and network connectivity
- Escalate complex or unresolved concerns to the Tier 2 support team or other appropriate IT teams
- Perform on-site installation, maintenance, and repair of desktop computers, printers, and peripherals
- Participate in IT-related onboarding and offboarding activities (e.g., user account setup, device configuration, and access changes)
- Provide user support for mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools as required
- Possess a basic understanding of networking concepts, including IP addressing, DNS, DHCP, and LAN/WAN troubleshooting
- Conduct end-user training and create user-friendly documentation or FAQs to reduce recurring support requests
- Log and maintain accurate records of incidents, requests, and resolutions in the IT service management system
- Prioritize service requests based on severity and business impact
- Monitor support trends to proactively identify and address recurring problems
- Maintain IT documentation including support processes, system configurations, and procedures
- Provide support in the deployment and configuration of standard desktop software and updates
- Assist network or system administrators with basic troubleshooting tasks, equipment moves, and installations as needed
- Coordinate with external vendors for hardware repairs covered under maintenance agreements
- Always uphold a high level of professionalism, courtesy, and responsiveness when engaging with users
- Regular travel to business locations, including London, Vaughan, Fergus, and others, may be required—up to one day per week—to support on-site IT operations
Required Qualifications And Experience
- Diploma or certification in Information Technology, Computer Science, or related field
- Minimum 3 - 5 years’ work experience in an IT support function (technical support or helpdesk)
- Experience with mapping software, including platforms such as ArcGIS, QGIS and other geospatial tools is a strong asset
- Solid understanding of Microsoft Windows OS, Office 365 applications, and basic networking principles
- Experience with IT ticketing systems and remote desktop tools
- A+ or other relevant certifications (e.g., ITIL Foundation, Microsoft Certified) are an asset
- Certification such as Cisco Certified Network Associate (CCNA) or equivalent foundational networking credential is considered an asset
- Strong analytical and problem-solving skills
- Excellent communication and customer service abilities
- Ability to prioritize tasks and work effectively under pressure
Other Success Factors
- Brand ambassador – enable, engage, encourage, and exemplify the behaviors of the brand, Lead, Innovate, Commit to Excellence
- Innovate – make it a priority to learn new technologies, tasks, and procedures and apply them, while keeping up to date with industry news
- Customer-centric approach and ability to demonstrate a strong sense of urgency
- Self-motivated, ability to work independently or as part of team
- A team player who is receptive to feedback, and quickly adapts to change
- Ability to prioritize and multi-task appropriately in a demanding and fast-paced environment
- Exhibit a high degree of professionalism, dependability, with a proactive “can do” attitude
- Embrace a culture of continuous improvement and effective streamlined processes
OEC is an Equal Opportunity Employer.
In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, OEC will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform the People Excellence team of the nature of any accommodation(s) that you may require.
About OEC
Playing our part right from the start.
Back in 2000, OEMs were facing a huge hurdle selling parts into dealerships, mechanical shops, and collision shops. Every transaction was handled manually, either by phone or fax, which left the market desperate for a faster, more efficient way to do business.
That’s when four major auto players – GM, Ford, Chrysler, and Bell & Howell (now Snap-on Business Solutions) – formed OEC. In 2001, we launched CollisionLink, the first e-commerce tool for shops to buy OE parts from dealership suppliers. Shortly afterwards, we launched D2DLink, connecting dealers nationwide and quickly elevating the OEC dealership base from 500 to 10,000. Over the years, we continued to develop and acquire key solutions to better manage every aspect of maintenance and repair, including non-OE aftermarket parts and solutions for repairers.
Today, OEC is how everyone in the vehicle parts and repair lifecycle gets their job done more easily. Dealers and suppliers, repairers, manufacturers, insurers, and fleets all use our technology and data services to connect with each other and get vehicles back on the road safely. It’s why so many of the biggest names in the industry all rely on OEC. And it’s how, in just the past year alone, we’ve facilitated over $14B in North American e-commerce and over $30B in global trade.
OEC | Now for the easy part.™