IT Technical Support Analyst
2 weeks ago
**Summary**
The IT Support Analyst offers second and third level support for Prodco internal services and customers. He is responsible for the tracking of incidents and the follow-up of user requests.
**Mission**
The main responsibilities and routine tasks of the Technical Support Analyst are to:
- Provide second level support for all Prodco services;
- Own incidents and requests until resolution;
- Identify, research, troubleshoot and resolve technical issues;
- Update customers on the status of their requests on a daily basis, or according to SLA (Service Level Agreement);
- Offer a high level of customer service for users with various degrees of technical proficiency;
- Follow up with customers to ensure satisfaction;
- Report to management on recurring monitoring alerts;
- Carry out all other related tasks
**Training**
- College diploma in information technology, or equivalent experience
- Internship in IT or 1-3 years of experience as a Technical Support Analyst
- Customer service experience
- **Excellent communication and writing skills**:
- High Analytical and problem-solving skills
- Good interpersonal skills
- Proactive and autonomous
- Ability to make complex information accessible
**Knowledge Bilingualism in English and French (oral and written)**
Knowledge of SQL (a plus, but not required)
**Job Types**: Full-time, Permanent, Casual
**Salary**: $45,000.00-$50,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Montréal, QC H1J 3A1: reliably commute or plan to relocate before starting work (required)
**Experience**:
- IT support: 1 year (preferred)
**Language**:
- English and French (preferred)
Shift availability:
- Day Shift (preferred)
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