At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.
Every day, we’re empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint.
We make the world better, and you can too.
Kinaxis® is a leading-edge software company located in Ottawa, Canada. Our RapidResponse® on demand software enables manufacturers and brand owners to drive supply chain management (SCM) and sales and operations planning (S&OP) from a single system. Some of our preeminent customers include Cisco, Samsung, Ford, Qualcomm, and Alcatel-Lucent to name just a few. For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com/.
Want more jobs like this?
Get Computer and IT jobs that are Remote delivered to your inbox every week.
If you are looking to make a difference, enjoy challenging work, and want to contribute to next-generation world class technology, then Kinaxis is the place for you! With the stability of an established company, combined with the passion and innovation of a start-up, Kinaxis is a GREAT place to work. Our success and growth mean we are expanding. We are currently looking for:
IT Support Technician, Corporate IT
As a member of our IT Services, Service Desk team. The IT Support Technician is usually the first point of contact between the end-users and Kinaxis Corporate IT. The IT Support Technician is responsible for providing a wide range of end-user remote and in-person support across multiple locations. The successful candidate will be part of a global and diverse team. You must have the ability to provide world class IT Support to all Kinaxis users. The position requires participation in occasional on-call shifts and after-hours work.
The ideal candidate must be based in the Netherlands (ideally in Rotterdam / commutable distance to the Rotterdam office) or be willing to relocate to the area.
What You’ll Do
The IT Support Technician will have specific responsibilities aligned to the technical development of the team:
- Provide first-level telephone, face-to-face, and online support to Kinaxis end-users for software/hardware requirements and serve as the first point of contact for employees seeking technical assistance.
- Lead technical analyses on assigned tickets, conduct root cause analysis, and deliver appropriate solutions about products/systems. Follow pre-established SLAs and ticket handling procedures.
- Installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and equipment to support Kinaxis business operations
- Participate in the on-call 24/7 rotation for L1 technical support to support our global team members and clients.
- Owning and managing the entire Onboarding & Offboarding process, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees.
- Managing shipping of hardware/laptops to new hires and replacements to existing staff members as and when required. Additionally, manage logistics delivery to countries outside of the Netherlands within EMEA and liaise with our global vendors/ suppliers to ensure a smooth process is maintained for everyone.
- Support and manage company phone devices predominantly within EMEA but not excluding other regions – Supporting, ordering, and setting up devices as per company standard and liaising with phone carrier vendors.
- Maintain proper documentation regarding IT processes, new systems, and known issues. Aiming to support Kinaxis’s users by finding relevant information to support their needs.
- Create, update and maintain relevant documentation & Knowledge base regarding IT processes, systems, and issues with the goal of promoting Self-service among users.
- Deliver end-user training on IT Services where necessary.
- Accountable for fostering an IT environment that is focused on security by design, education, and communication.
- Identifies and raises any potential situations which could have an impact on workload, customer satisfaction, or service levels to the Service Desk Manager.
- Accountable for fostering an IT environment that is focused on security by design, education, and communication.
- Testing and documenting the findings on new systems, services, and business processes.
- Some international travel may be required on an ad hoc basis to support the business, a valid passport is required
- Other duties as required
Things You Should Have
- Ideally 3+ years of relevant experience
- BS or BA in Computer Science, Information Systems, or demonstrated equivalent experience.
- Strong Customer Service Skills
- Familiarity working with a ticket system, preferably Service Now.
- A+, Network +, MCSA, and ITIL v4 certifications would be considered an asset
- Must be able to adhere to all security and confidentiality requests for this position. (SOC2, and the Kinaxis Digital Security Program and any other security and compliance requirements)
- Natural problem solver who enjoys identifying ways to make things better
- Ability to communicate complex, technical concepts to executive staff, business sponsors and technical resources in clear concise language
- Must have proven ability to realign priorities rapidly to meet evolving business requirements
- Strong written, verbal, and interpersonal communication skills
- Strong technical skills relevant to enterprise tools such as Windows OS, Mac OS, Active Directory Bitlocker, VPN, Okta, O365, Windows Server, RDP, cloud solutions, Intune MDM, OS patch management, Exchange Online (advantageous) and strong troubleshooting skills.
- Basic Networking/infrastructure understanding advantageous
- Request/Incident management experience
What we have to offer
- Challenging Work - We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never “done. That’s because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they’re passionate about.
- Great People - We take our work seriously, but we don’t take ourselves too seriously! It’s in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
- Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
- Diversity, Equity and Inclusion - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others’ differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.
For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com/.
Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at accommodations@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.