Technical Agent, Service Center

GIRO IS YOUR WAY FORWARD At GIRO, our mission is clear: Improving quality of life around the world through software and services that increase the efficiency of public transport and postal delivery. Joining us means contributing to projects and initiatives that makes a real difference to millions of people. E very line of code, every idea, every action, advances our impact around the world. Join us and let's lead the way forward, together. Why choose GIRO? Join a Quebec software company that is an international leader Advance your career in a collaborative work environment where expertise and commitment are the driving force behind every project Stability based on long-lasting client relationships and our long-term vision AN ENVIRONMENT FOR GROWTH Here, we focus on an inclusive and positive environment. We offer a range of benefits, including Flexible working hours, including remote work for a balanced life. Team activities and annual traditions that we take pride in Everyday support: Employee assistance program, telemedicine and mental health support. Training and professional development opportunities to grow, learn and discover your way forward. Company Description Optimization is our specialty And we're proud of our expertise. We harness our collective intelligence to positively impact people's lives by improving the efficiency of urban mobility. Our innovative software solutions and expert services in public transportation and postal operations are recognized worldwide. Working at GIRO means: Being part of a Quebec-based company that stands out internationally for the quality and efficiency of its transportation software solutions. Playing a key role in managing and optimizing public transportation in the world's largest cities. Growing in a healthy, stimulating, and highly collaborative environment surrounded by a skilled and dedicated team. Advancing your career according to your personal goals. Job Description The Technical Agent in the Software Deployment Group uses their attention to detail and skills in problem-solving, analysis, and communication to complete installations, manage software versions, and prepare deliveries. They provide support to clients and internal users regarding the clients' IT environments. The Technical Agent may collaborate with marketing, project, and development teams. To fulfill their responsibilities effectively, the Technical Agent keeps their technical and interpersonal skills up to date to select and apply appropriate solutions for resolving issues related to software installation-whether on-premises or hosted in GIRO's cloud-while respecting contractual agreements. Main responsibilities include: Managing configuration and installation of client-specific software versions (on-premises and in GIRO's cloud). Preparing version deliveries to clients and training new clients during initial installation. Supporting client versions (preparing laptops, database management, etc.) and keeping them up to date. Categorizing, sorting, and assigning incoming incidents to the correct backlog. Responding to client-submitted incidents and communicating results. Contacting clients to resolve simple or complex issues via phone. Escalating issues to the appropriate GIRO teams based on their nature. Occasionally training new team members. As part of the installation role, you may be asked to work outside regular business hours. Qualifications Degree in Computer Science or equivalent work experience. 5 years of relevant experience in IT. Knowledge of technologies such as: Azure Cloud Windows Server Linux, Grafana or other monitoring tools Ticketing systems (CRM, JIRA, etc.) Basic scripting (PowerShell, BASH, Python, etc.) Assets: Knowledge of orchestration/pipeline tools (e.g., Terraform, Azure DevOps, AKS, Openshift, EKS) Containerization knowledge Experience in 24/7 support Client support experience Excellent communication skills with transparency and honesty Curiosity to learn new methods and technologies Ability to communicate in both French and English (this role requires functional English to communicate with clients outside Quebec) READY TO LEAD THE WAY WITH US? Apply now and connect with our talent acquisition team. We look forward to meeting you In accordance with the standards and regulations to which GIRO adheres, all positions-whether permanent, temporary, or internships-require a criminal background check. Positions involving access to financial data also require a credit check. All verifications are conducted following GIRO's internal procedures. Candidates must be legally authorized to work in the selected country at the time an offer of employment is made. It is the sole responsibility of applicants to obtain the necessary work permits, visas, or any other required authorizations prior to starting employment.