IT Administrator - Fully bilingual

Job Title:    IT Administrator                        

Location:    Montreal

SCOPE OF POSITION

The IT Administrator incumbent is responsible for providing daily technical support to end users, resolving desktop and hardware issues, assisting with basic network connectivity problems, and supporting local IT operations in Montreal and Cornwall under the guidance of the Regional IT Manager/Corporate IT. This position will serve as backup IT support for the Central region.  

Functional Responsibilities    

• Be fully bilingual both in French and English
• Serve as the primary IT support contact for all on-site users, addressing and resolving desktop, network, wireless, and various hardware issues promptly.  Will be required to remotely support off-site users, including being responsible for multiple sites.
• Support and maintain local and wireless network infrastructure (switches, routers, scan guns, wireless access points), and escalate to the appropriate team as necessary.
• Assist with installations, upgrades, and maintenance of software, hardware, and network systems
• Monitor and support manufacturing-critical systems including ERP systems (production software), workstations, printers, and other devices as needed.
• Enforce IT security standards including antivirus, patch management, and data protection policies.
• Coordinate with the Regional IT Manager on infrastructure projects, system upgrades, and compliance initiatives, resolving projects successfully, and working in a team environment, especially on cross-site projects and initiatives.
• Document IT procedures, inventory, and issue resolutions in line with company standards.
• Maintain asset records and provide regular updates to the IT team and leadership.
• Ensure local compliance with global IT policies and procedures.
• Provide support for labeling and production environment devices such as printers, computers, scan guns, wireless devices.
• Provide support for Microsoft operating systems.
• Support Microsoft Office 365 clients/end users using Microsoft tools and services (examples: Outlook, Teams, OneDrive, SharePoint)
• Assist in assuring HACCP, GMP’s Work Instructions, and Safe Quality Food System requirements (SQF) are in compliance and notify appropriate team members when variances are found (example: report trip hazards when found)
• Participate in site projects as needed and ensure resolution to projects successfully
• Ability to recognize and escalate issues as needed to appropriate IT teams
• Order and deploy hardware replacements and upgrades as needed.
• Maintain VoIP- and digital-based phone systems.
• Have or acquire the ability to terminate and test Ethernet cables CAT5e/CAT6a.
• Research and learn about new software in the market that relates to the organization’s functions
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains client confidence and protects operations by keeping information confidential.
• Updates job knowledge by participating in educational opportunities and IT-related conferences.
• Maintains an in-house spare IT equipment, and IT supplies.
• Works with management team and other departments in aspects of safety, food safety and SQF.
• Knowledge of item management/construction in QAD
• Manage equipment access for the various processes
• Other duties as assigned

FUNCTIONAL REQUIREMENTS

• Regular use of computers, telephones and other types of office equipment.
• Must organize complex tasks and meet deadlines.
• Available for all shifts, including weekends and holidays if necessary.
• Ability to work in a fast-paced environment with frequent distractions/interruptions.
• High attention to detail and accuracy in task execution.
• Ability to work both independently and as part of a team.

PHYSICAL DEMANDS

•    Light physical effort

WORK ENVIRONMENT

• Office environment and manufacturing plant floor environment, with occasional travel to Cornwall and other company locations as needed

VII.    QUALIFICATIONS

Education & Experience

• Associate or Bachelor’s Degree in a Computer Science preferred, or equivalent hands-on experiencing in a manufacturing IT support role may be considered
• Certifications such as CompTIA Network+ or CompTIA A+ is preferred but not required. 
• 2-5 years of experience in IT support or administration roles, supporting a busy production facility and supporting end users and devices preferred.
• Familiarity with enterprise IT environments and working with remote IT management structures and facilities.
• Strong knowledge of Microsoft Office, Outlook, Windows desktop operating systems, Windows server platforms, network diagnostic tools such as cable meters.

Skills

• Proficiency in supporting Microsoft Windows environments; experience with Microsoft 365 such as Teams, OneDrive, SharePoint preferred but not required.
• Active Directory, Group Policy, DHCP, DNS experience preferred but not required
• Understanding of networking concepts (TCP/IP, VLANS, VPNs, Wi-Fi)
• Possesses exceptional problem solving, critical thinking and analytical skills to troubleshoot and resolve project issues and challenges.
  • Experience supporting laptops, printers, desktop computers, cell phones, and wireless devices.
  • Familiar with remote access tools.
  • Detail-oriented with strong troubleshooting and documentation skills. High follow-through on tasks assigned by the Regional IT Manager.
  • Personal Skills Required:
    1. Must have excellent customer service skills.
    2. Ability to handle emergency situations in a calm and directed fashion, and lead teams in such situations as needed. 
    3. Self-starter with the ability to prioritize 
    4. Ability to work independently with minimal supervision.
  • Ability to collaborate with plant staff and corporate IT team members, reporting to Regional IT Manager.
  • Excellent written and verbal communication skills both in French and English.
  • Strong attention to detail and deadline orientated.
  • Weekly travel to Cornwall and East Angus sites is required, including being on-call after hours and on weekends/holidays to resolve production hardware and software issues.