Level 1 IT Technician

3 weeks ago


Montréal, Canada Alteo Full time

Alteo is looking for a Level 1 IT Technician for a permanent position based in Montreal.

** Hybrid model: 2 days in the office / 3 days telecommuting **

**Responsibilities**:

- Assist users with the installation, configuration and ongoing usability of system hardware and software
- Provide daily technical support to operations and systems
- Verify functionality of hardware and software components
- Diagnose and resolve hardware and software problems in person, remotely and by phone
- Answer user's computer questions
- Analyze user problems, provide appropriate solutions and document problem resolution steps in the ticketing system (ServiceDesk)
- Document installation and maintenance procedures and problem solutions.
- Manage calls and service tickets with our suppliers.
- Take ownership of issues, make recommendations for installation, solutions, maintenance and support

**Profile**:

- AEC/DEC in IT or equivalent.
- 1+ years experience as an IT technician.
- Experience supporting the Office suite and Active Directory
- You will need to be very comfortable diagnosing user problems without having a pre-established diagnostic script
- Be problem-solving oriented and highly attentive to detail
- Ability to meet deadlines and effectively manage stress in high pressure situations
- Ability to effectively communicate technical concepts to a diverse audience
- A strong sense of discretion and confidentiality is required
- Be a self-starter
- Good experience and knowledge of the Windows environment
- Knowledge of remote support tools
- Knowledge of the Citrix environment (Asset)
- Knowledge of ticketing tools for IT support (Asset)
- Experience working in a multi-divisional support environment (Asset)
- A+ certification (Asset)
- Bilingual English French

Alteo est à la recherche d'un Technicien TI Niveau 1 pour un poste permanent basé à Montréal.

** Modèle hybride: 2 jours au bureau / 3 jours en télétravail **

Responsabilités:

- Assister les usagers à l’installation, à la configuration et à la facilité d’utilisation continue du matériel et des logiciels du système
- Offrir un soutien technique quotidien aux opérations et aux systèmes
- Vérifier la fonctionnalité des composants matériels et logiciels
- Diagnostiquer et résoudre les problèmes matériels et logiciels en personne, à distance et par téléphone
- Répondre aux questions informatiques des usagers
- Analyzer les problèmes des usagers, fournir des solutions appropriées et documenter les étapes de résolution de problèmes dans le système de billetterie (ServiceDesk)
- Documenter les procédures d’installation, de maintenance et les solutions aux problèmes.
- Gérer les appels et billets de services auprès de nos fournisseurs.
- Prendre en charge les problèmes, formuler des recommandations en matière d’installation, solutions, maintenance et de support

Profil:

- AEC/DEC en TI ou l'équivalent.
- 1+ années d’expérience en tant que technicien TI.
- Expérience à supporter la suite Office et Active Directory
- Vous devrez être très à l’aise à diagnostiquer des problèmes d’usagers sans avoir de script de diagnostique préétabli
- Être axe à la résolution des problèmes et être très attentif aux détails
- Capacité de respecter les délais et de gérer efficacement le stress dans les situations de haute pression
- Capacité de communiquer efficacement les concepts techniques à un public varié
- Un fort sentiment de discrétion et de confidentialité est requis
- Être autonome
- Bonne expérience et connaissance de l’environnement Windows
- Connaissance des outils de support à distance
- La connaissance de l’environnement Citrix (Atout)
- La connaissance d’outils de billetterie pour le support informatique (Atout)
- Avoir travaillé dans un environnement supportant de multiples divisions (Atout)
- Certification A+ (Atout)
- Bilingue anglais français


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