Information Technology Field Engineer

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.