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Level 2 support technician

2 months ago

montréal, Canada Fed IT Full time

Hello,
I'm Clémence, recruitment and business development consultant at FED IT, a recruitment agency specializing in IT professions.
I work on two types of recruitment: temporary and permanent.
All our consultants are IT experts who speak your language and work in your environment. We cover the IT, development, business intelligence and infrastructure professions.
We are looking for a Level 1-2 IT Technician to join a distribution company located in Montreal.
The incumbent will be responsible for providing level 1 and 2 technical support to head office and store users, in order to facilitate the achievement of the company's objectives.

Main Responsibilities:
- Provide level 1 and 2 technical support for computer systems, software and equipment required by users.
- In-store: work on cash registers, payment terminals, computers, printers, traffic counters, alarm systems, routers and Internet connections.
- At head office: manage PCs, Macs, printers, network, smartphones (iOS and Android) and IP telephony.
- Respond to user requests in person, by phone or in remote sessions, for head office and stores.
- Install, configure, repair and update hardware and software.
- Follow-up to ensure complete resolution of incidents.
- Inform users of major system or network failures.
- Document solutions in the ticket management system.
- Manage, monitor and support applications for the company's various departments (finance, HR, IT, supply chain, marketing, warehouse).
- Collaborate with external suppliers for rapid problem resolution.
- Write and distribute guides to inform stores and headquarters of new procedures.
- Participate in rotational support, including evenings and weekends according to store schedules.
- React effectively to problems and resolve them quickly.
- Perform all other related tasks.

- College or university diploma in information technology, or equivalent experience.
- At least 3 years experience in level 1 and 2 technical support.
- Good command of Windows, networks, Active Directory, Exchange, GPO, Office 365, Lansweeper, ConnectWise Control and printers.
- Experience in the retail sector an asset.
- Ability to manage multiple tasks simultaneously, prioritize and work independently under pressure.
- Excellent oral and written communication skills, bilingualism (French and English) essential.
- Ability to work as part of a team and to be proactive.
*********The use of English is required for this position for the following reasons:
- Communication with international customers: As some of our customers are based abroad, you will be required to communicate with them regularly in English, both orally and in writing.
- Working with English-speaking partners: You will be required to work with English-speaking suppliers and partners to monitor orders and manage contracts.
- Drafting documents in English: You will be responsible for drafting reports, proposals and contracts in English, for our international customers.