KIK Custom Products

Technical Analyst

8 months ago
Job ID
# Positions
Min. Years Exp.
KIK Corporate
Required Education
Bachelor's Degree


As one of North America’s largest independent manufacturers of consumer packaged goods (“CPG”), KIK helps a large portfolio of brands and retailers bring their products to life. With leading positions in the multibillion household and personal care, over-the-counter, and pool additives categories, we maintain close relationships with over 70 global CPG customers and virtually every relevant major North American retailer. We have full-service capabilities covering end-to-end contract manufacturing, including project management, innovation and R&D, sourcing and procurement, blending and compounding, filling and packaging, supply chain and distribution, and quality control. Our manufacturing model is highly flexible and we consistently add value to our customers by leveraging our range of services and expertise.

KIK has over 5,000 employees and operates 19 manufacturing facilities strategically located throughout North America and over $1 billion in sales; KCP (operating as KIK Custom Products) is one of North America's largest custom manufacturers of both National Brand and Retailer Brand consumer products. KCP's product lines include Laundry, Household Cleaners, OTC Medicated, Pharmaceutical and Health & Beauty Care, all supported by KCP's in-house technical expertise and value-added services.


KIK Consumer Brands – Household Division

Our Household Division (“Household”) is the #1 player in North American private label bleach, and supplies private label cleaning programs to prominent American retailers. Although Household started as a small bleach plant in Concord, Ontario, we have since expanded to a network of 8 plants strategically located across the United States to efficiently manufacture a variety of cleaners for both hard and soft surfaces. . In addition to its private label portfolio, Household manufactures and markets Greased Lighting® and The Works® branded products.


KIK Consumer Brands – Pool Division

KIK’s Pool Additives Division (“Pool”) is a leading player in North America and key international markets with a broad brand and product portfolio spanning both the Mass and Specialty Retailer channels. We are well known for our Clorox® Pool&Spa products in the North American Mass channel, our BioGuard® brand in the North American, Australian and South Africa Specialty channel, and our Bayrol brand across Europe. Our multi-functional product formulations and innovative water testing innovations allow pool owners to safely and easily enjoy their backyard retreat.


General Summary


The Helpdesk Specialist will be responsible for the effective day to day operation of the IT helpdesk via phone, email, remote access and face to face. This person will be responsible for the timely resolution of end user issues, the escalation of issues and requests when necessary, reporting issues that require additional levels of expertise.  The Specialist will also be responsible for updating or creating knowledgebase content as they resolve problems and issues.  They may be asked to provide input and suggestions for Service Desk improvement.  This role requires regular interaction with IT staff and management, necessary to resolve technology issues and improve IT services


Ensures all IT needs to support production are met. Provides first-level problem resolution for all computer systems. This includes problem definition, research and resolution of less complex situations. Escalates more complex situations to appropriate resources.


Essential Job Functions

  • PC, and network support for the site in a responsive, courteous and helpful fashion. Manages open issues.
  • PC adds/moves/changes
  • Escalates trouble tickets when resolution is beyond scope: and resolves tickets within SLA’s.
  • Performs initial network troubleshooting related to network system and user problems.
  • Installs and troubleshoots hardware and software.
  • Able to work within a ticketing system, dealing with over 2500 users worldwide.
  • The setup of desktop and laptop computers including the development and maintenance of computer images.

  • Providing proactive support and training of the multi-site user community.

  • Proactively identify and recommend enhancements to the overall IT infrastructure.

  • Assist end users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software.

  • Provide desk side or phone/remote assistance to end users in the use of existing and new technologies, hardware and software.

  • Contribute knowledge and updated information into IT Knowledge Base.

  • Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other technical support specialists when needed.

  • Additional hours may be required for problem management and special projects.

  • Participation in “off-hours” Help Desk coverage rotation which includes carrying an “on call” cell phone and responding to calls.

  • Tracking open issues through the use of a ticketing system.


  • University degree or equivalent work experience.
  • MCSE Certification would be an asset.
  • High level of technical proficiency in, Citrix Configurations and Admin, 
  • JDE E1 / World experience is an asset
  • 5 years or greater experience in a Tier 1, on call rotation approx. every 8 weeks.
  • Minimum 1-3 years as a Tier I and II Technical Support Specialist working in a medium to large enterprise.
  • Superior troubleshooting skills and priority management, and knowledge transfer skills, documenting, and policy adherence.


  • Strong working knowledge of Windows 7 and XP, and MS Office 
  • A basic understanding of Microsoft Active Directory, DNS, DHCP and IP Networking.
  • Capable of building user workstations and laptops.
  • Proven experience effectively supporting remote users via phone, email and desktop remote control software.
  • Experience with Windows 10 and Citrix is a plus


  • The desire to learn new technologies and actively participate in the introduction and improvement of informatics.
  • Comfortable speaking one on one with all levels of the organization.
  • Proficient analytical fault isolation and troubleshooting skills.
  • The ability to work independently or in a group setting.
  • Ability to find technology workarounds to issues that cannot be resolved in a timely fashion.
  • A strong customer service focus and attitude.
  • Good organizational skills.
  • Good verbal and written communications skills.
  • Proficient skills in MS Word and MS Excel.


A Career with KIK Offers:

KIK offers very competitive salary and comprehensive benefits including health, wellness, dental, vision, life, and disability insurance. You can plan for your future with KIK's retirement savings options including employer match. KIK also recognizes the importance of continuing education and offers Education Assistance to our employees to encourage continued personal development and growth.

Thank you for your interest and consideration of a position with KIK Custom Products.


KIK is an Equal Employment Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regards to race, color, religion, sex, or national origin.

Accommodation available upon request.

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