IT Help Desk Tier 2 Technician

Job Title: IT Help Desk Tier 2 Technician

Department: Information Technology

Reports to: IT Director Cementation Americas

Reporting to the IT Director Cementation Americas, the IT Help Desk Tier 2 Technician provides technical support and resolution for complex IT issues at the Head Office and Field Offices.

• Work in compliance with all Health and Safety rules and regulations for Cementation
• Be aware of any health and safety hazards or infractions and report same to Health and Safety Department
• Keep the IT work area clean and tidy

• Provide second-level support for hardware, software, and network issues from Tier 1.
• Collaborate with Tier 1 support and the Infrastructure Team on escalations while meeting SLA targets
• Effectively use Help Desk Ticket System to manage all tickets
• Create and maintain system documentation, configurations and fixes
• Remote site establishment, maintenance & demobilization
• Assist the infrastructure team on ad hoc initiatives
• Other duties as assigned

• This position has the requirement for occasional travel to our project sites and offices
• Travel may include Canadian, Mexico, Chile, US and other countries.

• Has no direct reports; however, is responsible for escalating, delegating, and monitoring of tickets, working with the IT department and third-party suppliers

• College diploma or equivalent
• 4 - 6 years of experience
• Microsoft & Cisco certifications would be required

• Fluent in Spanish
• Able to work in a group environment
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Able to effectively prioritize workload to ensure deadlines are met
• Strong troubleshooting and analytical skills
• In-depth knowledge of Windows & Linux, including user management in Active Directory
• Good understanding of VLANs, VPNs, DNS, DHCP, TCP/IP & troubleshooting connectivity issues.
• Proficient in using remote desktop software, ticketing management & knowledge of cybersecurity best practices
• Experience with Solid Works/AutoCAD is considered an asset

Cementation is an Equal Opportunity Employer.