Job Description

IT Support Technician

TWD is an engineering, procurement, and construction management consulting company providing project development, execution and specialty engineering services for the oil and gas industry with expertise ranging from refinery, pipelines, renewables, food and beverage, power, downstream chemical processing, and much more. Our team is dedicated to providing clients with effective business and technical solutions through exceptional levels of service, innovation and flexibility.

TWD is currently seeking an IT Support Technician in either our Burlington - Ontario, Edmonton - Alberta or Burnaby - British Colombia office. If you would like to apply for this position, respond directly to this ad for consideration. Though we thank all applicants that apply for this role, only those selected for an interview will be contacted.

As an IT Support Technician, you will provide technical support and troubleshooting services to employees across a global engineering organization within the energy and infrastructure sector. You will be responsible for maintaining end-user computing environments, resolving hardware and software issues, supporting IT systems and applications, and ensuring a reliable and secure technology experience for users. This role works closely with internal stakeholders and IT teams to deliver timely and effective technical solutions that support business operations.

Key Responsibilities

End-User Technical Support

• Provide first-line and second-line technical support for desktops, laptops, mobile devices, peripherals, and standard business applications.
• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and system-related issues.
• Respond to service requests and incidents through ticketing systems while meeting established service level objectives.
• Assist users with account access, password resets, and authentication-related issues.

IT Systems and Infrastructure Support

• Install, configure, maintain, and upgrade end-user hardware and software.
• Support operating systems, productivity tools, collaboration platforms, and common enterprise applications.
• Assist with workstation deployments, equipment replacements, and technology refresh initiatives.
• Monitor and maintain IT assets and inventory in accordance with company procedures.

User Training and Documentation

• Provide guidance and training to users on IT tools, systems, and best practices.
• Develop and maintain technical documentation, user guides, and knowledge base articles.
• Communicate technical information effectively to users with varying levels of technical expertise.

Incident and Problem Management

• Document incidents, troubleshooting activities, and resolutions accurately within service management tools.
• Escalate complex technical issues to specialized support teams when required.
• Participate in root cause analysis and contribute to continuous improvement initiatives to enhance IT service delivery.

Security and Compliance

• Support IT security practices by following established policies, standards, and procedures.
• Assist with user provisioning, access management, and endpoint security activities.
• Promote cybersecurity awareness and help maintain compliance with organizational and regulatory requirements.

Collaboration and Continuous Improvement

• Collaborate with regional and global IT teams to support technology projects and business initiatives.
• Participate in system upgrades, deployments, testing, and implementation activities.
• Identify opportunities to improve processes, user experience, and operational efficiency.

Qualifications & Skills

• Diploma or degree in Information Technology, Computer Science, Information Systems, or a related field.
• 1-3 years of experience providing IT support, help desk services, or technical troubleshooting in a corporate environment.
• Knowledge of computer hardware, operating systems, networking fundamentals, and business productivity applications.
• Experience supporting desktop, laptop, mobile, and peripheral devices.
• Familiarity with service desk ticketing systems and incident management processes.
• Understanding of user account administration, access management, and basic cybersecurity principles.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues effectively.
• Excellent customer service, communication, and interpersonal skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Experience supporting users across multiple locations and time zones is considered an asset.
• Ability to work independently and collaboratively within a team environment.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties and responsibilities may be subject to change based on business needs and management discretion.

We embrace diversity and are committed to creating an inclusive environment for everyone. We are an equal opportunity employer and welcome all qualified applicants. If you require accommodation at any time throughout the recruitment process, please contact our Human Resources Team.