The IT Service Administrator is the first point of contact for IT-related services and concerns. This role is responsible for applying basic, limited knowledge of IT hardware and software to resolve or escalate end-user issues. The global IT organization is on a journey towards business-focused services and streamlined operations. It is expected that IT Service Administrator will partake in standardization efforts with the aim of providing better support. The IT Services Administrator will act upon improvements. This role is deemed successful if (1) Services are provided in a timely and efficient manner (2) Customer Services Expectations are met (3) The IT organization is efficient and effective.
Lead by example and place Quality, Health & Safety, Security, and the protection of the Environment as core values while never intentionally placing employees, our processes, customers, or the communities in which we live and work at risk.
Responsible for end-user support on one or multiple IT platforms, such as applications including Salesforce and infrastructure by performing routine support, troubleshooting, administration, operational and service tasks that include answering phones, asset management, ticket triage also keep tickets updated.
Support local and regional users.
Support Salesforce application, managing user accounts and projects. Database skill will be a plus
Capable of assisting and training end-users remotely and in person.
Investigate and diagnose all Incidents and Service Requests.
Strong customer service skills.
Basic skills in Project Management to be a focal point for small local projects.
Communicates well and can collaborate across functions.
Basic understanding of IT basic operations, productivity tools such as MSWord, MS-Excel, and technical knowledge of desktop hardware.
Has attention to detail and is organized.
Results-oriented and adaptable, the individual will actively seek to improve the customer experience.
Create documentation with local procedures and information about local processes.
Keep IT inventory updated.
Be responsible for managing IT stock, and do all negotiations with external vendors to request/buy/ maintenance of all IT equipment.
User account management: provide permission, new hire and termination process. (Microsoft Office 365)
Basic skills on IT infrastructure
Manage software licenses and ensure compliance with licensing agreements.
Collaborate with teams to identify software needs and make appropriate recommendations.
Maintain records of software licenses, renewals, and updates.
Assist with software deployment and configuration.
Collaborate with other teams to ensure network performance and security.
Troubleshoot network-related issues and provide timely resolutions.
Assist in the planning and implementation of network upgrades and expansions.
Provide end-to-end support for mobile devices, including cell phones.
Legally authorized to work in Canada without restrictions.
High school diploma or equivalent required, Associates degree or equivalent degree preferred.
3+ years of related IT support work experience in remote support, phone support, customer service, and project experience (either assisting in minor project management or Business Analyst role).
3+ years of providing IT support to end users remotely and in person.
What’s in it for you?
At Fugro, our people are our number one priority and central to our purpose to create a safe and livable world. Our values set the foundation for our unique culture: we are determined to deliver, we prepare for tomorrow, we do what’s right, and we build trust. Our talent philosophy is seeded by our values and fueled by a passion for learning, developing leadership behaviors, transparency, and accountability.
Fugro offers opportunities to sharpen skills and provide career growth through on-the-job learning experiences, LinkedIn Learning access, business and technical training, and leadership development programs.
We value the mental, physical, and financial health of our employees and their families and offer a variety of flexible work models. Fugro Canada's comprehensive benefits package also ensures you have choices that fit your needs at any life stage.
Disclaimer for recruitment agencies:
Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated.