Position Overview
Title: IT Field Service Technician/Bilingual (English/French)
Location: Longueuil, QC, Canada (Onsite)
Contract Duration: 6 Months (Potential to Extend or Convert)
Work Schedule: Monday-Friday, 8:00 AM - 4:30 PM (Some flexibility, e.g., 7:30 AM - 4:00 PM)
Language Requirement: Bilingual English & French Canadian
Travel: Not Required
The Role
IT Field Service Technician will provide local and remote IT support services to facilities and employees/contractors. This role focuses on improving support methodologies for manufacturing support in labor reduction, cost reduction, security, reliability, key feature and technological improvements and integrations, standardization, and M&A integrations. Support of these sites and people includes regular day hours Monday through Friday.
Key Responsibilities
- Be empowered and accountable in providing advanced technical support and resolutions, at 2nd or 3rd level, to exceed end-user expectations per Service Level Agreement metrics.
- Demonstrate independent troubleshooting and decisive problem solving.
- Actively participate in assigned projects to drive operational and/or IT improvements.
- Perform root cause analysis to eliminate reoccurring incidents.
- Provide immediate technical support and resolutions for highly complex environments (i.e., shop floor), after business hours, as necessary.
- Participate in the creation and reinforcement of standards for Field Services.
- Work with cross functional teams in support of project initiatives in defining the IT support scope.
- Follow and promote defined ITIL and cyber-security procedures and policies.
- Assist with support of network, server, and business infrastructure.
- Vet and define proposed shop floor processes in compliance with networking and security policies and standards.
- Install technology hardware and software that fulfill project requirements according to standards or requirements.
- Support various IT infrastructure projects and LRP.
- Perform other assigned operational duties.
Minimum Qualifications
- 4-6 years of experience supporting Manufacturing and Warehouse environments.
- Strong working knowledge of Microsoft Windows 10/11, Apple OSX, Linux Ubuntu, Microsoft Office Suites, Office 365, SharePoint, Teams, and Visio.
- Experience supporting Apple iOS, Android, and Windows CE devices.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Experience with PC hardware troubleshooting.
- Experience with serial-based technologies (PLCs, scanners, printers).
- Experience with handheld scanners.
- Basic Audio-Visual support experience.
- Experience supporting label, laser, and multifunction printers.
- Broad technical IT knowledge and awareness of industry trends.
- Strong background in Root Cause Analysis, process improvement, risk reduction, security controls, and change management.
- Advanced troubleshooting skills.
- Relationship management and conflict resolution experience.
- Experience with telephony technologies.
- Exposure to a broad spectrum of IT applications and IT architecture.
- Ability to work effectively in cross-functional and virtual teams.
- Strong multitasking and prioritization skills.
- Self-motivated problem solver capable of operating with limited supervision.
- Degree in Computer Science, Information Technology, or a related field.
- Network+ certification is a plus.
