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Description

Position Title: Desktop Technician– Tier 2

Compensation Range: $70,000-88,000 USD annual

Department: IT

About AGI

Listed on the Toronto Stock Exchange, Ag Growth International Inc. (“AGI”) is a provider of the physical equipment and digital technology solutions required to support global food infrastructure including grain, fertilizer, seed, feed, and food processing systems. With over 4,000 employees worldwide, and facilities and offices in Canada, the United States, Brazil, India, Europe, APAC, Australia and Africa, AGI sells its products globally through a network of wholly owned subsidiaries and third-party dealers and distributors.

The Opportunity

This role will be responsible for managing and maintaining our customers workstations as a tier 2 technician, as well as interacting and participating in various projects and initiatives that help support our global environment.

Note:

This role is fully on-site and will require the person in the role to be physically present at and work from our Naperville office on a daily basis. The office address is 263 Shuman Blvd, Naperville, IL 60563.

The Team

The role will report directly to the Application Portfolio Lead.

Responsibilities

+ Resolve end-users IT Requests

+ Provide training on Microsoft productivity applications such as Microsoft Teams, OneDrive, SharePoint, OneNote, etc.

+ Help to support the operation of local IT infrastructure, including servers, switches, routers, and other hardware

+ Work with the team to procure IT hardware and software.

+ Support facilities across Chicago area, and the larger AGI technology infrastructure.

+ Provide Cloud platform support as required.

+ Support an environment that includes all operating systems (Windows and Mac)

+ End User account management.

+ Assist in network upgrades, buildouts, and troubleshooting when needed

+ Installation of Software and printers

+ Contribute, prepare and maintain knowledge base articles.

+ Other duties as assign

+ After hour, weekend support, and travel as needed.

Qualifications

+ Post-secondary education in Information Technology or equivalent mix of training, certification, and experience.

+ Technical knowledge of - Internet Browsers and the various versions of each (Internet Explorer/Firefox/Safari/Chrome), Clearing cache and cookies, Pop-up Blockers, Security Software

+ Technical working knowledge on all aspects of end-user computing, to deal with complex technical issues, which range from PC’s, Laptops, Tablets, Networking & Printers

+ 3-5 years of work experience as a Level 2 desktop technician, jr. system administrator, or similar role.

+ Experience with IT support ticketing systems (JIRA SM, ServiceNow, etc.)

+ Experience with IT RMM tools

+ Experience with operating systems such as: Windows, MAC

+ Experience with Mobile support (Android and iPhone)

+ Experience interpreting licensing terms and conditions

+ Experience in Customer Support

+ Strong attention to detail and organization

+ Excellent and proven customer service.

+ Communicate effectively both verbal and written.

+ Able to work with minimum supervision and in collaboration with a large team

+ Ensuring Service Level Agreements (SLA’s) are met

+ Prioritization and Triage of tickets depending on urgency, risk or individual.

+ Respond to Email, Phone and Service Desk Ticket enquiries

+ Conduct basic troubleshooting for End User Computing

+ Proficiency with Microsoft Office and related Microsoft Productivity Tools.

+ Industry certifications in IT, networking and/or security would be an asset.

+ Understanding of PC, Server and Network hardware and technologies.

+ Understanding computer networking.

+ Experience with performing user administration functions.

+ Basic understanding of security terminology, concepts and tools used to protect IT systems and networks.

+ Microsoft Office 365 productivity tools (Email, Excel, Word)

+ Experience with ITSM systems (JIRA or ServiceNow, for example) an asset

+ IT Asset Management and Discovery Tools experience an asset.

+ Experience with Microsoft SharePoint and Office 365.

+ Experience with G-suite, Azure Cloud and/or AWS would be an asset.

+ Linux/Mac experience would be an asset.

+ Experience with PowerShell an asset.

+ A team player with strong interpersonal skills, excellence in client service

+ Eager to learn and continue learning with on-going training involved with role.

+ A team player with strong interpersonal skills, excellence in client service, and experience working in

+ Excellent oral and written communication with ability to transpiring conversations into tickets/email to the end user.

+ High attention to detail.

Why AGI?

We’re leading the way in global food supply chain solutions and here’s how:

We’re the leading global expert in providing farmers, processors and commercial customers with the right equipment and customized engineering solutions to produce, protect and deliver the world’s grain, fertilizer, seed, feed and food supplies. Dedicated to safety, innovation and customization, AGI offers one of the largest catalogs of equipment and full-service planning and engineering services for the storage, blending, mixing, conveying, conditioning, and processing of agricultural products worldwide. Supported by an extensive in-country sales and service team, AGI provides a global distribution network and state-of-the-art manufacturing facilities in Canada, the United States, Brazil, India, France, and Italy.

Our Culture

Safety and teamwork are the cornerstones of our global culture. In all aspects of our business, diverse and inclusive teams work together to deliver quality products, solutions, and services for our customers around the world.

Benefits offered

+ Paid Time Off

+ Medical

+ Dental

+ Vision

+ Life and AD&D

+ Short Term Disability

+ Long Term Disability

+ Voluntary Life Insurance

+ Employee Assistance Program

+ Health Spending Accounts

+ 401k with match

+ Employee Stock Purchase Plan with match

With AGI, you’re choosing an employer dedicated to strengthening and securing the global food supply chain.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.