IT Field Service Technician (FST)

Job Summary

The IT Field Service Technician is responsible for providing Tier 1 & 2 support management for the computers and network environments at Domtar manufacturing, converting and distribution facilities. This role will be interacting with all levels of business and/or mill management.

Key Responsibilities

• Follow all Domtar safety rules and regulations
• Oversee the daily performance of all desktops, laptops, mobile devices and peripheral equipment at assigned location(s).
• Provide application support for various mill applications, as needed
• Utilize the internal IT Ticketing System to resolve incidents, service requests and change requests in a timely manner.
• Promote IT Cyber Security best practices on a daily basis via your actions and your communications.
• Ensure hardware assets are updated in the Asset Management System following the standard Domtar procedures.
• Participate in On-Call rotation to provide 24/7 support for assigned location.
• Coordinate infrastructure work with vendors.
• Perform support activities including backups, patch installs, incident resolution, account maintenance, etc.
• Provide assistance and guidance to other Business / IT teams as required.
• Provide support for the IT-related infrastructure components (servers, thin clients, switches, virus updates, backups, etc.) of the local process control production environments (Industrial Control Systems) if position is located at a manufacturing facility.
• Identify, troubleshoot and resolve a wide range of technical related problems including LAN/WAN, TCP/IP, IP Addressing, etc.
• Practical knowledge of Licensing Compliance and Support Agreements for PC, Technical and Hardware equipment.
• Create internal procedures and best practices for IT related items.

Minimum Requirements

• 5+ years’ experience working with MS Server software and hardware.
• 5+ years’ experience in the implementation of data connectivity for local area networks (LAN), wide area networks (WAN) and storage area networks (SAN).
• 5+ years’ experience with information technology infrastructure components
• 5+ years’ experience troubleshooting and resolving printer issues in addition to configuring and installing printers.
• 5+ years’ experience leading and managing technology projects.
• 5+ years’ experience managing Active Directory.
• Experience providing support services for Microsoft related technologies such as Windows Server, Clustering and VMWare.

Critical Competencies:

• Good organizational skills
• Ability to manage time well and meet multiple deadlines in a hectic environment.
• Demonstrated ability to communicate effectively in writing and verbally, including worklogs and end-user communications.
• Desire to contribute proactively to the needs of Domtar.
• Demonstrated ability to take ownership of a problem and see it through to resolution.