Job Title

Reporting to the Manager IT Ontario Operations, you will be part of the Information Technology Department. Your role encompasses various responsibilities aimed at providing Level 1 & 2 desktop support to a geographically wider end-user environment. You will work closely with Agnico Eagle IT support teams and third-party vendors. This role encompasses both Business-As-Usual (BAU) and Project activities. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of remote diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. You will ensure that the goals and objectives are achieved while promoting and respecting Agnico Eagles values, Health & Safety Code of Conduct and the environment. Responsibilities: Process all AEM Ontario Help Desk requests received via email, phone calls, and walk-ins Provide Level 1 & 2 Technical Support Assign Tier 2 requests to relevant Operational Support Teams and follow-up where required to maintain SLA targets Participate in an On-Call Emergency Support roster for regional operations Identify improvement opportunities to help deliver high quality service Produce and maintain updated technical documentation and customer-facing knowledge bases Prioritize and maintain security of IT systems within the guidance of AEM Policies Providing friendly and efficient customer service Minimum Requirements: College Diploma or bachelors degree in computer science, Information Systems, Computer Engineering, System Analysis, or a related field, OR Currently pursuing a degree in Computer Science, Information Systems, Computer Engineering, System Analysis, or a related field, OR Equivalent work experience in the relevant field ServiceNow Platform Knowledge or other ITSM tool would be considered an asset Experience in the mining industry would be considered an asset Beginner to Intermediate knowledge in most, but not all of the following: MS Windows 10/11 MS Windows Server MS O365 MS SCCM Managing objects in a Windows Active Directory environment Laptop/desktop hardware A basic understanding of the following would be considered an asset: VOIP Systems Networking hardware and configuration VMWare Server and storage area network hardware ITIL concepts MS Azure Excellent working knowledge of all Microsoft Office Suite applications especially Outlook, Excel, Word & PowerPoint Your Work Schedule: Schedule: 40 hours per week, Monday to Friday at our Timmins Occasional visits to site may also be required #J-18808-Ljbffr