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Technical Support Representative

4 months ago

Québec QC, Canada IT Chapter Full time

Nous recherchons un technicien en informatique N1 hautement qualifié pour rejoindre notre équipe. Le technicien de soutien informatique de niveau 1 a comme responsabilité d’effectuer le support à la clientèle, de s’assurer du contrôle de la qualité de l’inventaire informatique, d’assister la clientèle dans l’utilisation des produits offerts, d’installer, de réparer, d’entretenir, de configurer et d’inventorier les équipements informatiques.

**Travail en présentiel **

Responsabilités

  • Recevoir et analyser les demandes des utilisateurs et leur apporter les réponses appropriées et les correctifs pertinents, notamment en ce qui concerne :

o Le soutien à l’utilisation d’équipements bureautiques et d’appareils mobiles;

o Le soutien à l’utilisation des outils bureautiques et de collaboration;

o La gestion des identifiants (réactivation/déverrouillage, au besoin);

o Le dépannage informatique divers (environnements technologiques, formulaires du portail-services, offre de services, interventions sur place auprès de la clientèle, etc.);

o Le prêt d’équipements.

o Pour toutes demandes non résolues, transférer les demandes vers l’équipe de soutien informatique de niveau 2.

  • Établir un diagnostic à l’égard des incidents ou offrir les services de gestion des incidents et des problèmes, et en appliquer les solutions temporaires ou permanentes. Transférer les incidents non résolus vers le soutien informatique de niveau 2 ou aux spécialistes appropriés et collaborer à la résolution des problèmes avec l’équipe élargie, si requis;
  • Documenter les demandes de services et les incidents dans l’outil de suivi des demandes (billetterie), selon les normes en vigueur;
  • Préparer, installer, réparer, entretenir, configurer et inventorier les équipements informatiques;
  • Effectuer l’accueil informatique des nouveaux employés (à distance ou sur place);
  • Participer à la rédaction de la documentation adéquate des guides, procédures et autres documents opérationnels en appui aux activités de soutien et dépannage des services technologiques;
  • Réaliser les autres tâches inhérentes à la fonction de soutien technique de 1er niveau facilitant l’utilisation des technologies de l’information par les utilisateurs.

Exigences

  • Diplôme d’études professionnelles (DEP) en soutien informatique ou l'équivalent avec la comparation du MIFI
  • Minimum 3 mois d’expérience dans la réalisation d’activités de soutien à la clientèle.
  • Avoir au moins trois (3) mois d’expérience avec les outils comme Windows 10, suite Microsoft 365 et outil de suivi des demandes d’un centre d’appel.