What are the responsibilities and job description for the IT Support Specialist position at Sustana?
IT Support Specialist – Sustana
Sustana is the leading manufacture of sustainably produced, premium recycled fiber and paper, utilizing post-consumer material to create high-quality, low carbon footprint products. As a trusted voice in recovery, sustainable manufacturing of paper, fibers, and packaging, we help customers, suppliers, investors, and other stakeholders achieve their sustainability goals. We have 12 different locations across North America in three different segments of the pulp and paper industry (Paper, Fiber and Recovery). Notably in De Pere, Wisconsin, Lévis (Quebec region), and the Montreal region, serving a multitude of customers throughout America.
THE ROLE
The IT Support Specialist responds to various requests from internal clients across the organization's different divisions and locations. These internal clients are based in our 12 production sites spread across Canada and the United States. The Technician processes orders and installs systems, software, and networks according to the instructions and procedures established by the infrastructure department. Additionally, they will be responsible for tracking the opening and closing of technical tickets using the support management platform, which is organized according to ITIL4 principles. The incumbent of the position will also provide basic IT training and user support as needed, particularly during the onboarding of new employees, to help them use our IT infrastructure efficiently and securely.
BENEFITS
At Sustana, we offer our employees a benefits package for you and your family including:
- Very competitive compensation and a bonus program
- 401(k)
- Dental and health insurances (single and family)
- Paid time off
- Vision insurance (single and family)
KEY RESPONSIBILITIES
The IT Support Specialist will report to the Director of Technological Infrastructure and will join the existing team to enhance support for employees and organizational projects.
More specifically:
- Provide effective technical support to local and remote users across our 12 business units via phone, chat, and the web portal. This includes responding to users in person using various technical tools within established service timeframes.
- Identify and resolve issues related to hardware and software.
- Ensure timely follow-up with users and prioritize requests until they are fully resolved.
- Install and configure hardware and software systems, peripherals, specialized network and production devices, and email systems according to established standards.
- Help maintain a perpetual inventory of equipment and software.
- Document each intervention and contribute to the IT knowledge base.
- Participate in the on-call support rotation outside regular working hours (24/7).
- Contribute to various team projects.
- Welcome, train, and assist new users during onboarding.
- Assist in cybersecurity management and ensure confidentiality across the company's networks and equipment.
QUALIFICATIONS
- Degree in computer science or related field.
- Cloud certification (e.g. Microsoft Certified: Azure Administrator, Microsoft 365 Certified) is an asset.
- Minimum of 5 years of experience in a similar role.
- Autonomous and capable of managing multiple tasks simultaneously.
- Strong problem-solving skills and ability to work under pressure.
- Communication skills to interact effectively with users and team members.
- Excellent knowledge of Active Directory, Office 365, Azure, Citrix, and Windows 10-11 (Windows Server is a plus).
- Knowledge of Level 3 technologies (network configuration, server management, firewalls, etc.) is an asset.
- Solid understanding of LAN, WAN, VPN, and Wi-Fi networking.
- Bilingual ( French and English) is an asset
OTHER INFORMATIONS
The IT Support Specialist must have a vehicle and a valid driver’s license. They must also be available in the evenings and weekends for on-call support on a rotating basis after hours. Additionally, the IT support specialist will primarily work in a fixed environment but will need to visit various Sustana Group locations. Therefore, travel within the United States and Canada is to be expected.
Sustana provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
