Kinaxis · 1 week ago
IT Support Technician (12 Month Fixed Term)
United States
Full-time
Remote
Mid Level
3+ years expKinaxis is a global leader in end-to-end supply chain management, dedicated to enhancing supply chain excellence across various industries. The IT Support Technician serves as the first point of contact for internal staff, providing comprehensive remote and onsite technical support to ensure effective resolution of IT-related inquiries.
AnalyticsAutomotiveEnterprise SoftwareInformation TechnologySoftwareSupply Chain Management
Responsibilities
Understand specific challenges and desired outcomes of end-users through communication and software/hardware assessment, providing technical support, guidance, and solutions, to solve IT-related issues following pre-established SLAs and ticket handling procedures
Lead technical analysis on assigned tickets, typically of a routine nature, communicating updates and solutions through the ticketing system, ensuring both teammates and end-users are kept informed regarding the status of requests
Perform Onboarding & Offboarding processes, including new hire account creations, hardware provisioning, account decommissioning, and re-purposing assets from former employees
Install, diagnose, repair, maintain, and upgrade hardware, software and IT equipment to support Kinaxis end users and business operations
Conduct tests and root cause analyses on systems and hardware to ensure functionality and to deliver appropriate solutions about products and systems
Participate in testing new systems, services, processes and documents findings
Ship hardware/laptops to newly hired employees and replacements to existing staff members within EMEA. Liaise with the internal Facilities team to manage logistics for timely delivery
Liaise with local/global vendors and suppliers
Support and manage company phone devices predominantly within The Netherlands/EMEA but not excluding other regions. Supporting, ordering, and setting up devices as per company standard and liaising with phone carrier vendors, as and when required
Interprets data and analyze results with the intention of sharing information related to IT Service tickets, and suggests opportunities to reduce ticket volume and enhance service
Assist with the creation and maintenance of documentation & Knowledge base articles regarding IT processes, systems, and issues, with the intention of promoting Self-service
Participate in the weekend On -Call L1 support Rota and respond outside of business hours where necessary
Respond to P1 calls during regular business hours on weekdays as required
Deliver end-user training on IT Services where necessary
International travel may be required on an ad hoc basis to support the business, a valid passport is required
Qualification
Required
Minimum 3-5 years of IT Service Desk experience providing in-person and remote end-user support
Post-secondary education/Bachelor's degree/diploma with a focus on Computer Science, Information Systems, or similar demonstrated equivalent experience
Analytical and problem solving skills, with the ability to apply sound judgement in situations that are typically covered by processes, procedures, standards, or precedents
Demonstrated ability to think critically when faced with challenges
Demonstrated ability prioritizing tasks based on the needs of the business; proactively solicits feedback to ensure alignment
Agile and resilient in managing multiple tickets under tight timelines
Ability to build rapport and gain support from fellow technicians, working in close collaboration end-users
A clear, concise, and professional communicator with the ability to present information and demonstrate knowledge in English
Must have proven ability to realign priorities rapidly to meet evolving business requirements
Preferred
ITIL, A+, Network + and MCSA certifications would be considered advantageous
Dutch advantageous
Benefits
Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
Flexible work options
Physical and mental well-being programs
Regularly scheduled virtual fitness classes
Mentorship programs and training and career development
Recognition programs and referral rewards
Hackathons
Company
Kinaxis
Kinaxis is a leading provider of cloud-based subscription software.
1001-5000 employees
H1B Sponsorship
Kinaxis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (5)
2023 (9)
2022 (9)
2021 (4)
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
$78.8MKey Investors
HarbourVest Partners,TechnoCapHarbourVest Partners
2014-11-25Post Ipo Secondary· $45.8M
2014-06-10IPO
2000-05-25Series Unknown· $33M
Leadership Team
Gelu Ticala
Chief Technology Officer
Anthony Gallo
Vice President of Product Management, Platform Innovation
Recent News
2026-02-04
Ottawa Business Journal
2026-01-12
Company data provided by crunchbase