IT Support Technician

Job Description

Job Description

Reports To : Director Infrastructure & End User Technology

For over 70 years, WALTER Surface Technologies has been a world leader in surface treatment technologies providing high performance abrasives, tools, power tools, chemical solutions, safety solutions, and welding process solutions specifically designed for the metalworking industry. Our core philosophy is focused on helping customers work better and achieving greatness with the best technology, the best products, the best performance, the best safety, and the best durability - all designed to increase their productivity and profitability.

Job Summary

We are seeking an experienced IT Support Technician, Level 1–2 to provide hands-on technical support in a fast-paced environment. This role supports day-to-day IT operations by troubleshooting end-user devices, peripherals, applications, and basic network issues while ensuring timely resolution of incidents and service requests.

The ideal candidate is customer-focused, technically strong, and comfortable working directly with users in an operational environment where responsiveness, ownership, and clear communication are critical.

Key Responsibilities (but not limited to)

• Provide on-site Level 1–2 support for end users, workstations, laptops, mobile devices, printers, scanners, and related peripherals.
• Troubleshoot hardware, software, Microsoft 365, operating system, connectivity, and basic network issues.
• Support warehouse and shop-floor technology, including shared workstations, barcode scanners, label printers, RF devices, tablets, and related equipment.
• Install, configure, move, ship, receive, replace, image, and decommission IT equipment as required.
• Log, prioritize, update, and resolve tickets in accordance with established SLAs.
• Escalate complex issues as needed while maintaining ownership and user communication through resolution.
• Support onboarding, offboarding, asset management, documentation, and equipment lifecycle activities.
• Follow IT security policies, operational standards, and data-handling procedures.
• Participate in site IT projects, equipment refreshes, relocations, and continuous improvement initiatives.
• Participate in a rotating on-call schedule to support urgent business needs outside regular hours.

Core Competencies

• Customer Service Orientation
• Technical troubleshooting
• Ownership and accountability
• Strong communication skills with both technical and non-technical users.
• Prioritization and time management
• Adaptability in a fast-paced environment
• Team collaboration
• Attention to detail
• Strong communication skills with technical and non-technical users.
• Ability to work independently, prioritize tasks, and drive issues to resolution.

Required Qualifications

• Minimum 3 years of experience in Level 1–2 IT support within a business environment.
• Strong Windows, end-user device, peripheral, and standard application troubleshooting skills.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office.
• Experience with ticketing systems and SLA-based support processes.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.
• Ability to work on-site 5 days per week.
• Ability to lift and move IT equipment weighing 50 lbs. or more.
• Bilingual, spoken and written, in French and English to support internal clients in Canada and the United States.

Preferred Qualifications

• Experience with barcode scanners, RF devices, label printers, rugged tablets, time clocks, or production-floor systems.
• Basic knowledge of Active Directory, Microsoft Entra ID, Intune, or endpoint management tools.
• Experience with PC imaging, hardware refreshes, asset tracking, and equipment lifecycle processes.