IT Support Administrator

Project

The Woodfibre LNG Project is located approximately 7 km west-southwest of Squamish, British Columbia. It involves the construction and operation of a liquefied natural gas (LNG) export facility on the previous Woodfibre pulp mill site, which would have a storage capacity of 250,000 m3 and would produce approximately 2.1 million tons per year of LNG.

Woodfibre Management Ltd. is a privately held Canadian company based in Vancouver and a subsidiary of Pacific Energy Corporation Limited.

Position

The IT Support Administrator position is integral to Woodfibre LNG’s dynamic team. In this role, you will have the opportunity to work with and provide your technical input to employees at all levels in the business on various technical topics. You will be a trusted partner in infrastructure implementations, upgrades, and fixes. You will be relied upon to continually contribute to industry best practices to improve department practices. You will play a key role in supporting the entire team across multiple locations in North America. The successful candidate reports directly to IT Manager, and this role is based in the Vancouver Office, BC.

Key Responsibilities:

The successful applicant will:

- Level 1 support, be the first point of contact to provide IT assistance to multiple locations in North America

- Manage IT support tickets daily (troubleshoot and resolve, escalate when necessary)

- Operate desktop hardware/ software/mobile computing device configurations in accordance with Company standards and procedures.

- Work with Corporate IT in Asia to ensure that desktop standards are adopted, implemented, and maintained appropriately. In addition, to liaise with Corporate IT to resolve issues and requests.

- Escalate incidents and problems, as necessary, to the appropriate team, Site IT Delivery, or vendor, while actively retaining ownership of the incident on behalf of the customer.

- Manage vendors working on desktop maintenance/enhancements to ensure that services are being delivered and complete on time and within budgeted cost.

- Actively engage users when they report issues and notify users upon resolution.

- Be aware of service interruptions and follow up closely until resolution.

- Ensure appropriate levels of equipment spares are maintained across the business.

- Evaluate all Change Requests that impact users. User experience before and after implementation must not change and any change must be actively communicated and managed.

- Provide end-user training and preparation of the related materials.

- Create and maintain documentation for site IT operations support e.g., Desktop configuration documentation, end-user PC equipment deployment records and upkeep of knowledgebase related site IT operations issues.

- Upkeep and maintain an accurate record for site IT PC and equipment inventory.

- Other duties as assigned.

Requirements

Required Experience:

- Diploma in IT with at least 2-5 years of relevant experience

- Working knowledge of:

- LAN/MAN/WAN/VLAN, and VOIP technologies.

- Desktop/ laptop and printing hardware.

- Windows server technologies.

- Windows 10, 11 configuration and troubleshooting.

- Familiar with Microsoft 365 and experienced in troubleshooting Outlook issues.

- Video Conferencing solutions.

- Supporting mobile device computing like Laptops, mobile phones, CCTVs, and IP phone systems

- An understanding of:

- VPN

- Windows Active Directory and Microsoft Azure.

- Microsoft 365 Exchange mail server technologies.

- Security concepts and technologies.

- Cisco routers, switches, and network cable management.

- VR knowledge is strongly preferred.

- Self-starter disciplined and worked under minimum supervision. Able to execute tasks independently.

- Customer service oriented / interactions with users. Possess excellent soft skills and be cost conscious.

- Understanding of how IT infrastructure and applications can support business processes and other software applications.

- Seek opportunities, develop, and maintain knowledge. Receptive to performance and developmental feedback.

Additional Requirements:

- Ability to efficiently multi-task and be self-motivated while working with others.

- Ability to remain cool and controlled in a crisis and when under pressure.

- Ability to convey information to both a technical and non-technical audience.

- Experience working with large multi-disciplinary teams, contractors in a multicultural environment is an asset.

- Communication/interpersonal skills – to be able to interact with front line workers through to management and all hierarchical levels.

- Accepts responsibility and demonstrates commitment to delivery of tasks and targets.

- Ability to work well under pressure and handle multiple tasks and changing priorities within tight time frames.

- Demonstrates and seeks accountability within team.

- Ability to work collaboratively within a team environment.

- Expertise with a variety of computer programs (e.g., Office 365, MS Teams)

- Motivated and willing to take ownership of tasks.

- Energetic in pursuit of continuous improvement processes

- Shares knowledge readily and encourages personal development.

- A valid driver’s license and passport.

- Must be legally entitled to work in Canada.

- The position is based in the Company’s Vancouver Office with possible opportunity to travel to the Squamish, BC (Project Site) and EPC contractor’s Office in Houston, as required to provide technical support.