IT Support Technician

About Kinaxis

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.

Location

Chennai, India (Hybrid)

About The Team

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.

What you will do

• 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.
  
  

What we are looking for

• 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
  
  

#Intermediate #Full-time

Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and more.

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons
  
  

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com .

Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at recruitmentprograms@kinaxis.com. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description, to identify candidates whose education, experience and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.