IT Programmer - CDD 12 Mois in Calais

at Spin Master Careers

Date Posted: 4/15/2018

Job Snapshot

Job Description

1.0 General :

Reporting to the Senior IT Manager.

This role will provide infrastructure support through the identification, prioritization, and resolution of problems. Additional responsibilities include administration, maintenance and implementation of servers and network/telecommunication devices.  High proficiency with LAN/WAN, wireless networks, Windows networking which will includes Active directory, DNS, DHCP, WINS and Exchange is required.

2.0 Specific Responsibilities :

Daily Operational duties

  • Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems as the first point of contact at the Help Desk.
  • Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
  • Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Record events and problems and their resolution in logs
  • Walk the customer through the problem-solving process
  • Follow-up and update customer status and information
  • Identify and suggest possible improvements on procedures
  • Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of help desk procedures, products and services.
  • Develops a working knowledge of the customer business needs to better provide technical support in the business environment
  • Developes the IT Ticket system to automatize workflows and processes   
  • Liaise with Toronto and Hong Kong teams for global IT support
  • Provides level 1 and 2 IT Helpdesk support to local and remote offices
  • Manage vendor relationships for outsourced support services
  • Provides support for video conference issues
  • Assists with backend technology implementations and support
  • Manages day-to-day system backups
  • Prepare activity reports
  • Provides guidance and work leadership to less-experienced technicians
  • Maintains current knowledge of relevant technologies as assigned
  • Participates in special projects as required.


Desktop Image Management

  • Act as a Hands & Feet support on Calais and Paris sites
  • Provide support for desktop and mobile devices as well as application system environments locally at the Help Desk or remotely if needed.
  • Software Installations/Upgrades for Users in Network
  • Assists with laptop and desktop hardware life cycle management


Computer Room Management

  • Administer the Netapp FA2040 SAN


Key Metrics

  • Resolution of server related issues in a timely fashion; maximum response time of 30mins to all server related issues.
  • Timely response of Technical Support calls.
  • High degree of customer satisfaction with regards to work product
  • Consistent recording of tickets



Job Requirements

4.0 Required Skill Set:

  • Demonstrated ability to follow problem through to resolution
  • Ability to perform in a team environment
  • Excellent analytical, problem solving, interpersonal, and communication skills
  • Ability to work flexible hours


5.0 Required Qualifications & Experience:

  • Bachelor’s degree in Information Systems or related field, or equivalent combination of education and experience
  • Minimum of 3-5 years experience with multi-site infrastructure support
  • High proficiency with Windows 2003 networks, Windows 2000/XP desktops, and Internet technologies
  • Hands-on experience with Network devices (Switches, Routers, firewalls & VPN devices) in a 7X24 support environment
  • Systems Management experience using enterprise tools (e.g. IBM Director, Microsoft SCOM and Microsoft SCCM)
  • Exposure to enterprise backup software for job scheduling and log checking
  • Exposure to BES, Citrix XenApp and XenServer, SAN infrastructure, Mac servers and video conferencing systems, Vmware
  • CCNA and/or MCP desirable