Job Summary

The IT Field Service Technician is responsible for providing Tier 1, 2 & 3 support management for the computers and network environments at Domtar. Responsibilities for supporting our process control network architecture are a large part of this role. This is a high visibility high impact position, key in maintaining the highest levels of end-user satisfaction and ensuring that the manufacturing process remains uninterrupted.

Minimum Requirements

• 8+ years work experience in a Domtar role with a demonstrated history of achievement and progression utilizing technical skills, technologies and systems used within Domtar, or within a similar company. The qualified candidate will also have Microsoft and/or Cisco Certifications (or demonstrated equivalent) and an Associate’s Degree in Information Technology or related field.

OR

• 6 years work experience in related technology field with Bachelor’s Degree in Information Technology or related field

With minimal supervision, the FST primary responsibility is to provide support of Domtar computers and the associated networks in both the Business and Process Control environments. This candidate possesses and applies a broad knowledge of principles, practices and procedures related to providing computer and IT technical support in a large enterprise environment. As an FST this person is expected to be a highly proactive and skilled individual, and at all times maintain performance consistent with Domtar’s core values.

Key Job Tasks

• Develop and maintain systems documentation, including Active Directory and network diagrams
• Provides ongoing feedback/communication to LSC and team members
• Promote IT Cyber Security best practices on a daily basis via your actions and your communication
• Coordinates and supports activities assigned by the Service Desk, or other internal IT teams or projects
• Exercises independent judgment within Domtar defined policies and practices to identify and determine solutions
• Participate in on-call rotation to provide 24/7 support for the site
• Lead and manage small local technology projects
• Assist less experienced peers on ticket resolution and troubleshooting as needed
• Coordinate infrastructure work with vendors
• Perform and/or help support Tier 1, 2 & 3 hardware break-fix services on PCs, Laptops, Network Printers, Servers, etc.
• Perform and/or help support Tier 1, 2 & 3 IMAC (installs, moves, adds, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, Laptops, Printers, Wireless Handhelds, etc.
• Perform Tier 1, 2 & 3 support services installing and troubleshooting hardware, software, and networks
• Make recommendations for break-fix solutions / repair or rebuild systems to appropriate specifications
• Provide assistance and guidance to other Business / IT teams as required

Abilities required

• Strong knowledge and understanding of IT networking concepts
• Practical knowledge of asset management, software asset licensing and compliance and support agreements for IT-related equipment in both the Business and Process Control networks
• Create internal procedures and best practices for IT related items
• Off-hours availability coordination with other IT staff members
• Travel to different locations, as needed

Personal Skills Required

• Demonstrated ability to manage and organize heavy workloads
• Ability and desire to learn independently as well as in a team
• Proven problem solving and investigative skills
• Demonstrated ability to communicate effectively both in writing and verbally
• Ability to keep track of numerous, detail-intensive, interdependent tasks and ensure their accurate completion

Technical Skills Required

• 6+ years’ experience in Active Directory Management best practices.
• Advanced level of knowledge of various Physical Network Components (LAN/WAN, TCP/IP, IP Address, Backup Power, Cabling Management, etc.)
• 6+ years’ experience supporting MS Server environment.
• 6+ years’ experience with system monitoring, assessment and reporting tools.
• 6+ years’ experience and proficiency with common operating systems (Windows and VMware, as well as some Linux) and/or with network management.