Information Technology Support Specialist

2 weeks ago

Montreal Quebec, Québec, Canada Raise Full time

This is an entry level position

Rate is only $25/hr

Job Responsibilities:

• You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

• Provide support to ensure stable, reliable desktop systems to the MDA user community across all offices.

• Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner

• Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets

• Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools

• Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required

• Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required

• Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration

• Continually maintains and upgrades technical capabilities and knowledge

• Creates and maintains department procedures, user guides, and support documentation

• Participates in technical testing and projects as directed

• Stay abreast of new technologies.


Job Requirements:

• Successful candidates must obtain and hold security clearance at the Reliability Status level, and pass security assessment for the Controlled Goods Program (CGP).

Must be fluent in English and French (bilingual)

• A diploma or degree in in related studies and minimum 1 year of providing support (in person, email, and telephone) in a Deskside Support or Help Desk environment, or an equivalent combination of training and experience.

• Work schedule is typically Monday to Friday, and must be present onsite a minimum 3 days per week.

• Must be a good team player with the ability to work well with others and demonstrate a professional demeanor.

• Strong analytical and problem–solving skills with the ability to identify root causes



Responsabilités du poste :

  • Vous agirez en tant que liaison avec le personnel de service sur le terrain (interne et externe) pour identifier et résoudre les problèmes matériels et logiciels du système, et escalader ou faire des recommandations à la direction informatique, si nécessaire, concernant l'achèvement des projets assignés.
  • Fournir un support pour assurer la stabilité et la fiabilité des systèmes de bureau pour la communauté des utilisateurs de MDA dans tous les bureaux.
  • En utilisant l'outil de gestion de service de l'entreprise, vous fournirez un support technique et utilisateur de niveau 2 exceptionnel via téléphone, e-mail et d'autres outils en ligne ou de contrôle à distance, de manière courtoise et en temps opportun.
  • Saisir, prioriser et gérer les incidents et les demandes de service, en veillant à ce que les utilisateurs soient régulièrement informés de l'état de leurs incidents et demandes de service.
  • Utiliser des compétences en service à la clientèle pour communiquer clairement et efficacement avec les utilisateurs finaux à l'aide des outils de téléphonie et de messagerie de l'entreprise.
  • Effectuer des analyses, des dépannages et des résolutions de problèmes technologiques des utilisateurs finaux (ordinateurs de bureau, ordinateurs portables, logiciels, appareils mobiles, périphériques, accès), et escalader si nécessaire.
  • Réaliser des analyses de base, des dépannages et des enquêtes sur les problèmes de réseau, serveur, stockage et applications d'entreprise, et escalader si nécessaire.
  • Maintenir des connaissances et une expertise dans Microsoft Windows 10, Active Directory, SCCM, administration d'Office 2016/O365.
  • Maintenir et améliorer en permanence ses compétences techniques et ses connaissances.
  • Créer et maintenir des procédures de département, des guides utilisateurs et de la documentation de support.
  • Participer à des tests techniques et des projets, comme indiqué.
  • Se tenir informé des nouvelles technologies.

Exigences du poste :

  • Les candidats retenus doivent obtenir et conserver une autorisation de sécurité au niveau de la fiabilité et réussir une évaluation de sécurité pour le Programme des marchandises contrôlées (PGC).
  • Doit être bilingue (anglais et français).
  • Diplôme ou formation dans un domaine connexe et un minimum d'un an d'expérience dans le support (en personne, par e-mail et par téléphone) dans un environnement de support technique de proximité ou de service d'assistance, ou une combinaison équivalente de formation et d'expérience.
  • L'horaire de travail est généralement du lundi au vendredi, et la présence sur site est requise au moins 3 jours par semaine.
  • Doit être un bon joueur d'équipe avec la capacité de bien travailler avec les autres et faire preuve d'un comportement professionnel.
  • Solides compétences analytiques et en résolution de problèmes avec la capacité d'identifier les causes profondes.

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