Job Description

CertainTeed Canada, Inc., a division of Saint-Gobain, has an exciting career opportunity for a User IT support Lead.

This is a great chance to join a Top Employer and contribute to our growth and success by providing fast and sufficient support to our Canadian business.

What\'s the job?

The User Support Lead\'s role is to manage the regions of US and Canada, to plan, direct, and coordinate the design, installation, and connectivity of infrastructure standards to ensure the stable operation of our Business IT PC assets. This includes the leading a small team within the User and Site Support group. The incumbent is responsible for developing, configuring, maintaining, supporting, and optimizing all new and existing PC based hardware, software, and communication technologies. The User Support lead will be the first level of support to provide direction to the analysts to resolve end user hardware and software problems in a timely and accurate fashion. This role will manage 3-5 direct report analysts.

Administration and support of local resources:

• Assist with Performance Reviews for the User and Site Support Personnel
• Recommend the increase in salary for each person under their supervision
• Assignment of workload that is being requested by the businesses
• Provide Support to Saint Gobain Associates as needed.
• Ensure that SGC hardware and software standards are adhered to
• Organize system procedures, and licensing information.
• Remain current on software upgrades and PC hardware that may be used by SGC Employee\'s on their PC.
• Control ordered material and equipment.
• Inform technical writer if amendments, changes or creations are required for documentation

Project Work / Management

• Assist with large IT projects, both local and remote as directed by Management
• Manage smaller local regional projects

Security / Standards Adherence

• Keep abreast of all new Security changes both from Saint-Gobain and Outside vendors
• Assist with management and enforcement of IT Security polices and standards established by Saint-Gobain.

General Support

• Assist in the deployment of new software and technology as part of the corporate standards.
• Keep all systems current and up to date based on Saint-Gobain standards.
• Takes charge of troubleshooting incidents requiring an intervention
• Provides users local technical support and assistance
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Collaborate with User Support Supervisor Level 2 to ensure efficient operation of the company\'s desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Maintain an inventory of all Computers and related and equipment in the region.
• Document all procedures that are out of date or not documented.

REQUIRED QUALIFICATIONS

Customer Relations

• Ensure that customer needs are taken into account in line with the strategy defined by DSI Group.
• Measure customer satisfaction and provide reporting.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Resolves service problems by clarifying the customer\'s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Build sustainable relationships and trust with customer through open and interactive communication.
• Follow communication procedures, guidelines and policies.
• Work with User Support Level 3 for escalations and customer follow-up

Technical Documentation

• Responsible for creating technical documents (Visio Diagrams) and manuals, explain complex information in a clear and concise manner and working with SGTS teams to ensure accuracy of detailed descriptions.
• Plan, develop, organize, write and edit operational procedures and manuals
• Produce electronic documentation in addition to hard copy manuals
• Analyze documents to maintain continuity of style of content
• Manage updates and revisions to technical literature
• Will occasionally require working outside of normal business hours.
• On-call availability 24 / 7 with cell phone coverage
• Other duties as assigned by the SGTS Director, User Site Support.

Additional Requirements

What do you bring?

• Associate\'s or bachelor\'s degree (technical or business related) preferred
• Bilingual in English & French required
• 5+ years applicable work experience with PC and/or IT management is required. Prior experience servicing internal customers in a large complex organization is required.
• Excellent customer service skills
• Experience with Microsoft Office/M365 is required. Experience with other Microsoft Office tools and workflow software is preferred.

• Ability to influence others without having direct authority.
• Experienced in applying and following established procedures and work instructions to complete day to day responsibilities, which are generally well-defined and straight-forward, but require occasional deviations. Requires good analytical and problem solving skills, capable of sound decision making.
• Focus efforts and attention on understanding and satisfying customer needs, while participating in the Company\'s quality standards.
• Good written / verbal communication skills. Listen to others to interact in the most appropriate and constructive way.

• Demonstrate excellent communication skills, and strong organizational skills with attention to detail.
• Assist manager in updating established procedures periodically while ensuring work instructions are accurate and up to date.
• Leads small team to impact the overall level 1 support scope to drive end result meeting expectations

• Makes recommendations and improvements to supervisor
• Working in an environment that generally involves repetitive and identical situations, but requires the experience and flexibility to fully understand and potentially question non-standard requests.
• Judgment must be applied when balancing workload and deadlines, while maintaining customer service, quality, accuracy, and respecting good internal controls.
• This position serves primarily in a support role where the employee\'s contribution has direct impact on external vendors and customers, overall team performance and customer service.
• Meeting metrics as defined by the supervisor in order to achieve end results.
• This position has direct impact on the SGTS global vision and communications to the end user community.

Who are we ?

Here\'s what we do\xe2\x80\xa6

CertainTeed is a subsidiary of Saint-Gobain -- the world\'s largest building materials company with a 350-year legacy of innovation and growth. Saint-Gobain group is leader in sustainable product development and environmental stewardship. We\'re proud to that Saint-Gobain North America was recognized by Top Employers institute as on the best workplaces in North America & Canada.

For 113 years, CertainTeed has been synonymous with quality, trust, innovation, and service. Our team designs, manufactures and distributes materials and solutions in the construction and building materials market. CertainTeed\'s broad product offering includes insulation, ceilings, roofing, siding, fence, railing, deck, exterior trim and gypsum board products. We provide comfort, performance and safety while addressing the challenges of sustainable construction, resource efficiency and climate change. Our offerings incorporate and promote the wellbeing for each of us and we are building a future where we collectively work together towards our core purpose to Make the World a Better Home.

Why work with us?

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while our products .

To learn more about us visit

We look forward to hearing from everyone but please note that due to the volume of resumes submitted, only those selected for next steps will be contacted. To stay in touch with CertainTeed, follow us on LinkedIn, Facebook and Instagram.

Legal Statement

Saint-Gobain is an inclusive and equal opportunity employer committed to providing reasonable accommodations throughout the recruitment process to applicants upon their request. This commitment is in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

Benefits

We provide unique options to fit your unique lives! Our Total Rewards Program is customizable to accommodate your needs. Our includes, but is not limited to:

• Excellent healthcare benefits package.
• Family Focus & Balance: Parental leave, paid time-off and Employee Assistance Program.
• Financial Security: Competitive RRSP, Company-funded DPSP (Deferred Profit-Sharing Plan) and Employee Stock Purchase Program (PEG).
• Volunteer Day off: Give back to the community - each employee has one paid day a year that they can use towards volunteering their time and effort with a registered charity.
• LiveWell Program: Rewarding you for living a healthy lifestyle.
• And more!

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Saint-Gobain designs, manufactures and distributes materials and solutions which are key ingredients in the wellbeing of each of us and the future of all. They can be found everywhere in our living places and our daily life: in buildings, transportation, infrastructure and in many industrial applications. They provide comfort, performance and safety while addressing the challenges of sustainable construction, resource efficiency and climate change.

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