Remote IT Support Technician

Job Title: IT Support Technician - Level 1.
Department: IT.

Reports to: IT Director.

Location: Metal Business Unit.
Pay Rule: Hourly (20 hours/week).

Job Summary:

The IT Support Technician - Level 1 is the primary point of contact for end‑user technical support at ZOOK Canada . This role is responsible for monitoring, triaging, and resolving IT support tickets , providing frontline assistance to users, and escalating issues to senior IT staff when required.
The ideal candidate is customer‑focused, technically curious, and enjoys solving routine technology issues while helping maintain stable IT operations for the Canadian business unit.

Responsibilities:

End‑User Support & Ticket Management:
Serve as first‑line support for IT helpdesk requests submitted via the ZOOK ticketing system.
Respond to, document, and resolve Level 1 support tickets in a timely and professional manner.
Escalate unresolved or complex issues to Level 2 / senior IT staff with proper documentation.
Prioritize tickets based on urgency, impact, and agreed SLAs.

Hardware & Software Support:
Provide hands‑on and remote support for:
Windows desktops and laptops.
Printers, scanners, and peripheral devices.
Standard business applications (Microsoft 365, web browsers, ERP front‑end access).
~ Perform basic troubleshooting of hardware and application issues.

User Account & Access Support:
Assist with new‑user onboarding tasks (account setup, initial access, equipment preparation).
Support password resets, MFA assistance, and basic access requests under IT guidance.
Follow established security policies and access procedures.

Documentation & Communication:
Maintain accurate ticket notes, resolutions, and escalation details.
Contribute to IT documentation, FAQs, and basic troubleshooting guides.
Communicate clearly with users regarding issue status and resolution.

IT Operations Support:
Assist the IT Department with routine administrative and operational tasks.
Support IT initiatives and projects as assigned.
Follow ZOOK IT security, disaster recovery, and acceptable use policies.

Objectives:
Provide consistent, dependable frontline IT support for ZOOK Canada.
Improve employee productivity by resolving common issues quickly.
Ensure accurate tracking and documentation of support activity.
Support a positive user experience and a culture of service excellence.

Qualifications:

• 0-2 years of experience in an IT support, helpdesk, or technical support role.
• Working knowledge of Microsoft Windows workstation environments.
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint at a user level).
• Strong customer service, communication, and problem‑solving skills.
• Ability to follow documented procedures and escalate appropriately.
• Associate degree or diploma in Information Technology or related field (or equivalent experience).

~ Basic understanding of:

• Active Directory users and groups.
• Networking fundamentals (LAN, Wi‑Fi concepts).

IT certifications such as CompTIA A+ (or in progress).
Experience working with ticketing/helpdesk systems.
Skills & Competencies:
Customer‑service mindset.
Strong documentation habits.
Time management and prioritization.
Willingness to learn and grow within the IT function.
Professional communication with both local and remote users.
Working Conditions:
Onsite support at ZOOK Canada with occasional remote assistance.
Standard business hours with potential flexibility for business needs.
May require lifting or moving computer equipment as part of support duties.

About ZOOK:

ZOOK is committed to finding pressure relief solutions for our customers that maximize our customers’ productivity and performance while keeping their people safe. ZOOK is a global market leader with over 90 years of manufacturing expertise of high quality metal & graphite rupture disks and other pressure relief products. ZOOK has global locations in the USA, United Kingdom, Canada and Malaysia, with state-of-the-art manufacturing facilities in Canada and the USA.We are dedicated to investing heavily in the latest technology and production to stay competitive in the marketplace, and are able to offer comprehensive solutions to the selection and sizing of products best suited for each customer application.