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IT Support Technician

LocationVancouver, British Columbia
Job ID R0001958 Date posted 07/30/2019

Job Description Summary

The IT Support Technician is a member of the STEMCELL Information Systems (IS) team and is responsible for supporting and maintaining systems and applications across our global day-to-day operations. The role provides customer centric IT systems support related to computer hardware and peripherals, software and industry specific applications, as well as support of IT projects and initiatives. This role is key in ensuring support best practices are adhered to, through collaboration with the Infrastructure Support and other IT Support Teams

This position is based in Vancouver, BC and reports to the Manager, IS Support. As a global company, working outside of normal business hours may be periodically required.

Job Description

Duties and Responsibilities

  • Remotely or in person, provide technical support and assistance for incoming incidents and service requests related to computer systems, software and hardware, and projects.

  • Deploy, modify, upgrade and repair computer hardware and software.

  • Diagnose minor network and infrastructure related  issues, escalating as needed.

  • Maintain and troubleshoot meeting room computer hardware and audio visual components.

  • Troubleshooting complex support escalations and contribute to Root Cause identification, documentation and implementation of lessons learned.

  • Maintain ownership of issue resolution, including escalation of critical issues in a time sensitive manner.

  • Seek out and identify opportunities to proactively support and automate solutions to reduce incoming issues.

  • Execute employee on boarding and off boarding procedures, including account and hardware requirements.

  • Author and maintaining technical documentation for our internal knowledge base.

  • Ensure consistent response times against established Service Level Agreements (SLAs).

  • Meet personal performance metrics and goals through effective use of ticketing systems, time management, and issue prioritization.

  • Cross-train other team members on all applicable technologies & best practices.

  • Working collaboratively with the IS Security team, promote and maintain information security practices and systems throughout STEMCELL to safeguard the company, employees and systems. 

  • Collaborate with other internal STEMCELL teams as needed to provide support across environments. 

  • Perform other duties as assigned.

Qualifications

  • Minimum 2 years experience in an IT support role in a fast paced and growing organization.

  • Degree or diploma in a technology related discipline, or a mix of industry certifications and experience.

  • Professional presentation and customer service focus, with a demonstrated drive to deliver the best support.

  • Confident, results-oriented individual; lead by example and demonstrate a ‘can do’ attitude.

  • Exceptional communication and interpersonal skills with proven experience building strong relationships at all levels. Skilled at working with all levels of an organization.

  • Proven experience supporting Microsoft operating systems and support tools, including Active Directory.

  • Strong organizational and time management skills accompanied by good judgment in order to prioritize, project manage and work with limited guidance in a fast-paced, dynamic work environment.

  • Demonstrated analytical, troubleshooting and problem solving abilities.

  • Experience supporting computer hardware and peripherals, including Audio Visual Equipment.

  • Proven experience supporting web and cloud based IT systems & applications. Certifications are an asset.

  • Flexible attitude with a good tolerance for ambiguity.

  • Effective decision-making skills.

STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore.  Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training.  We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree.  STEMCELL is proud to be the largest Biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities.

To apply please select the apply button. You will then be directed to a login screen asking you to set up an account. You must set up an account in order to apply. 

Create an account by selecting the create account button.  You will then be asked for your email and to create a password. Your Password must be eight characters long, contain at least one special character, one capital letter, and a number.Once you have created your password you will be asked to upload your resume. Uploading your resume will provide the ability to auto-populate your application with information from your resume. If you prefer to manually complete all of the fields in the application you can do this by clicking next. You can upload your cover letter as an attachment in the attachments screen. Thank you for your interest in STEMCELL!

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