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Technical Support Specialist
1 month ago
Are you listening to a new professional challenge?
Do you know everything there is to know about technical support?
Do you want to join a company that combines high standards, performance and kindness?
Then take 5 minutes to read this ad, your future may be at the bottom of this offer
First of all, let me introduce myself, I am Earvin from the Fed IT recruitment firm in Canada.
My job? To provoke meaningful professional meetings every day
Today, I am recruiting for one of my great clients located in Mirabel, a technical support specialist. The position is permanent, 100% on-site mode and with great benefits.
- Ensure the complete management of the incident and service request lifecycle, from their creation to their closure, taking into account the assessment of impact and urgency, the detailed description, the contact information, the assignment to the appropriate resolution group, the assignment of the resolution code and the validation of the closure with the end user.
- Resolve incidents and respond to service requests (by phone, email, in person or via the self-service portal) for end users, in compliance with service level objectives, while ensuring an optimal quality of service.
- Provide, configure and maintain all IT equipment intended for end users, including desktops, laptops, software, mobile devices and peripherals, in accordance with the IT policies and procedures in force.
- Contribute to the training of end users on the use of office software and other applications, ensuring compliance with the operational guidelines of the IT services.
- Regularly monitor open tickets to ensure their accuracy, urgency classification and resolution in accordance with service level agreements.
- Ensure the installation, support and verification of multimedia systems for conferences, whether online or in person, ensuring their proper functioning.
- Provide level 1 and 2 services for the local network and telecommunications devices, following IT operations procedures and policies.
- Communicate quickly and accurately to IT operations management the status of incidents, requests and ongoing projects, in accordance with established procedures.
- Participate in the analysis of service performance reports, making recommendations or initiating actions to improve results when they do not meet the required standards.
- Use the service management system (service desk) to record, track and close incidents and user requests in a rigorous manner.
- Create and maintain a document repository including patches, installation procedures, technical advice and other processes related to office computing.
- Identify, research and support the implementation of new technologies, in accordance with IT operations strategies and policies.
- Monitor and manage IT assets (logical and physical) in accordance with defined processes and policies.
- Manage the inventory, order and track hardware, software, services and peripherals intended for end users, in accordance with purchasing policies.
- Apply and comply with internal control policies and ethical and legal standards to ensure full compliance with legal requirements and the company's integrity standards.
5 to 7 years of experience in a similar position in a corporate environment.
- College diploma (DEC) or Attestation of College Studies (AEC) in computer science, or equivalent professional experience.
- Perfect command of French and English, both oral and written, with the ability to interact regularly with the parent company located in the United States.
- In-depth expertise in Windows-based computing environments, including Microsoft products, desktop and laptop computers, VPNs, printers, fax machines, video conferencing systems, mobile devices, as well as local and wireless networks.
- Proficiency in office management tools, including LANDesk, Quest (ARS), Service Desk, and strong diagnostic and troubleshooting skills for end users.
- Excellent knowledge of customer service principles.
- Strong initiative, organization, problem solving, rigor, autonomy and respect for deadlines.
- Excellent oral and written communication skills, with the ability to present ideas clearly and appropriately in a professional environment.
- Flexibility and availability to work on a rotating basis or in emergencies, including interventions outside regular hours and during planned maintenance.
- Knowledge of Microsoft environments, A+ and Cisco certifications, as well as ITIL best practices, will be an additional asset.
