Senior Analyst

2 days ago

Montreal West, Canada goeasy Ltd Full time
We have been honored with recognitions such as Waterstone Canada’s Most Admired Corporate Cultures, the 2022 Report on Business Women Lead Here, Report on Business for Canada’s Top Growing Companies and TSX30 as one of the best performing companies on the TSX. h3>
  • Serve as the first point of contact for technical issues for all goeasy lines of business
  • Hardware installations, including Imaging and replacing devices
  • Manage Support tickets within prescribed SLAs
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by employees
  • Walk the employees through the problem-solving process
  • Direct unresolved issues to the next level of support personnel or appropriate departments
  • Record events and problems and their resolution in ticket logs
  • Follow-up and update status and information in tickets
  • Identify and suggest improvements on procedures
  • Liaise with 3rd party vendors to solve technical problems where appropriate
  • Coordinate the resolution of site outages
  • Creation of internal purchasing approvals for net-new equipment and services
  • Communicate with internal manager, director, and C-level individuals on escalations, as required
  • Provide new field users walkthroughs of the technology available to them
What experience do you have?
  • Must be fully bilingual in English and French
  • 5+ years’ experience in an IT and Infrastructure capacity
  • Proven experience as an IT Specialist/Help Desk or other customer support role
  • Experience with Windows 10 & 11, M365, Active Directory, and ITSM ticketing systems
  • Experience with SCCM and Intune is a strong asset
  • Good understanding of computer systems, printers, Voice-over-IP, network, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Able to work permanently fulltime (37.5 hours/week) in our Montreal, QC office
  • Willingness to travel within Canada as needed

This is an on-site position requiring attendance 5 days per week at our Montreal office.

Employee discounts on furniture, electronics, and appliances.Health and Lifestyle:
  • Enjoy company-paid volunteer days to give back to the community.
  • Access 24/7 healthcare with Virtual Doctor Appointments.
  • Personalize your benefits with a flexible modular benefits package.
  • Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.

Diversity, Inclusion, and Equal Opportunity Employment: At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. p>

Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

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