Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it's really our people who give us passion to always seek ways to do things better. As such, we're serious about your career growth and professional development, because People matter at Kinaxis.
In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.
Our journey in India began in 2020 and we have been growing steadily since then! Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work® CertifiedTM. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.
The IT Support Technician provides the first point of contact between internal staff and the Corporate IT department. This role is responsible for delivering comprehensive remote and onsite support across various locations, with a primary focus on the Chennai office. The position serves as the initial point of contact for employees seeking technical assistance and providing first-level support through telephone, face-to-face, and online channels, both for software and hardware needs. Additionally, collaboration with other members of the Corporate IT team is essential to ensure prompt and effective resolution of IT-related inquiries for a global workforce.
Understand specific challenges and desired outcomes of end-users through communication and software/hardware assessment, providing technical support, guidance, and solutions, to solve IT-related issues following pre-established SLAs and ticket handling procedures.
Conduct technical analysis on assigned tickets, typically of a routine nature, communicating updates and solutions through the ticketing system, ensuring both teammates and end-users are kept informed regarding the status of requests.
Perform Onboarding & Offboarding processes, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees.
Install, diagnose, repair, maintain, and upgrade hardware, software and IT equipment to support Kinaxis end users and business operations.
Conduct tests and root cause analyses on systems and hardware to ensure functionality and to deliver appropriate solutions about products and systems.
Participate in testing new systems, services, processes and documents findings
Ship hardware/laptops to newly hired employees and replacements to existing staff members. Liaise with the internal Facilities team, managing logistics for timely delivery
Liaise with local/global vendors and suppliers
Liaise with mobile carrier vendors within region to order and support company phone devices/connections
Interprets data and analyze results with the intention of sharing information related to IT Service tickets, and suggests opportunities to reduce ticket volume and enhance service
Assist with the creation and maintenance of documentation & Knowledge base articles regarding IT processes, systems, and issues, with the intention of promoting Self-service.
Participate in the weekend On-Call L1 support Rota and respond outside of business hours where necessary
Respond to P1 calls during regular business hours on weekdays
Deliver end-user training on IT Services where necessary
Some international travel may be required on an ad hoc basis to support the business, a valid passport is required.
Minimum 3 years of IT Service Desk experience providing in-person and remote end-user support
Post-secondary education/Bachelor's degree/diploma with a focus on Computer Science, Information Systems, or similar demonstrated equivalent experience.
ITIL, A+, Network + and MCSA certifications would be considered advantageous
Analytical and problem solving skills, with the ability to apply sound judgement in situations that are typically covered by processes, procedures, standards, or precedents.
Demonstrated ability to think critically when faced with challenges.
Demonstrated ability prioritizing tasks based on the needs of the business; proactively solicits feedback to ensure alignment.
Agile and resilient in managing multiple tickets under tight timelines.
Ability to build rapport and gain support from fellow technicians, working in close collaboration end-users.
A clear, concise, and professional communicator with the ability to present information and demonstrate knowledge.
Must have proven ability to realign priorities rapidly to meet evolving business requirements.
Role Specific Skills and Qualifications
Demonstrates exceptional proficiency to communicate in English, both written and verbal, complemented by excellent interpersonal skills
Strong Customer Service Skills
Experience evaluating the requests of end-users and providing solutions
Ability to communicate complex, technical concepts to executive staff, business sponsors and technical resources in clear concise language.
Intermediate skills working with ticketing and self-service platforms such as ServiceNow.
Intermediate experience working with enterprise tools such as Windows and Mac OS, Active Directory, VPN, OKTA, O365, Windows Server, RDP, cloud solutions, Intune MDM, OS patch management, Exchange Online
Basic Networking/infrastructure understanding advantageous
Awareness of ITSM and incident/request management methodologies, practices, tools, and techniques; Knowledge of cybersecurity and privacy considerations in systems.
Awareness of Onboarding & Offboarding processes and procedure