Provide responsive and friendly telephone, face-to-face and online support to Kinaxis end-users distributed globally
Work from a queue of tickets logged against systems/services supported by Kinaxis Corporate IT while staying within SLA
Escalate unresolved issues appropriately
Install and configure software and hardware for end users and the IT infrastructure
Assist in testing systems developed in-house and hosted in the cloud
Provide guidance and best practices on IT services to end users
Assist with setup and testing of multiple workstations
Maintain accurate IT asset information through asset management
Create user accounts and manage access control based on company policies
Interact occasionally with third‑party hardware warranty providers
Support Kinaxis’ current and new headquarters in Kanata West
Perform additional projects upon request

Requirements

- College diploma in a related discipline
- 1+ years relevant experience in a customer-focused environment working with global end users
- Currently enrolled in full‑time education or a recent/upcoming graduate within 12 months of the placement end date
- Strong knowledge supporting hardware and OS issues (macOS and Windows 10&11), Office 365, MS Teams, SharePoint, and BitLocker
- Working knowledge of Active Directory Users and Computers
- Basic knowledge of ticket handling software
- Familiarity with End‑Point management tool to provide support remotely
- Ability to work as a team while delivering and supporting IT solutions to global resources while being managed remotely
- Ability to work independently and remotely within a team workplace and effectively follow direction and procedures
- Ability to prioritize effectively and work on concurrent tasks




- Strong analysis and problem‑solving skills
- Ability to communicate effectively, verbally and in writing to global users
- Excellent customer service skills
- Self motivated
- Ability to adapt rapidly to dynamic and changing environments
- Cisco or Microsoft certifications would help
- TCP/IP, VPN, remote access, VOIP protocols using Teams, and basic switching and routing skills would help
- Knowledge of troubleshooting mobile devices (android or iOS) would help
- Familiarity with ServiceNow, Okta, Salesforce, Windows Hello for Business, Intune and Autopilot would help
- Ability to learn new skills and technologies quickly

Core Competencies

Demonstrates strong customer service skills and the ability to provide responsive IT support to global end users. Proficient in troubleshooting hardware and OS issues, managing user accounts, and utilizing various IT tools and technologies.

Highest‑signal resume keywords

- Customer Service Skills
- Hardware and OS Support
- Active Directory Management
- Ticket Handling Software
- End‑Point Management Tools

Hard Skills

- Hardware Support
- OS Support
- Active Directory
- Ticket Handling
- Troubleshooting
- Remote Access
- VPN
- TCP/IP
- Mobile Device Support
- Problem‑Solving

Soft Skills

- Effective Communication
- Team Collaboration
- Self‑Motivation
- Adaptability
- Prioritization

Certifications & Qualifications

- Cisco Certification
- Microsoft Certification

Industry Keywords

- IT Support
- Asset Management
- SLA
- End‑User Support
- Cloud Testing

Tools & Technologies

- Office 365
- MS Teams
- SharePoint
- ServiceNow
- Okta
- Salesforce
- Windows Hello for Business
- Intune
- Autopilot
- BitLocker

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📌 Co-op/Intern IT Support Technician (Ottawa)
🏢 Jobtailor
📍 Ottawa