Technicien Support Level 1

3 weeks ago

Montréal, Canada Amaris Consulting Full time

**Who are we?**:
**Amaris Consulting** is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade - this is made possible by an international team of 6000 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

**Brief Call**: Our process typically begins with a brief virtual/phone conversation to get to know you The objective? Learn about you, understand your motivations, and make sure we have the right job for you

**Interviews** (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities

**Case study**: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

We look forward to meeting you
**Job description**:
We are looking for dynamic consultants to grow our I**nformation Systems & Digital **team in Montreal**. Your experience, knowledge, and commitment will help us to face our client's challenges.

You will be supporting different projects through your expertise as** Technicien Support Level 1 **.**

**Your main responsibilities**:

- Answer all user requests, log them in a ITSM software, and analyze, document and resolve problems to users' complete satisfaction
- Escalate open tickets to Level 2
- Keep in close contact with users for the entire time their ticket is open
- Ensure that user requests are handled in accordance with established service criteria.
- Install computer hardware and software
- Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing
- Ensure that workstations and peripherals are operational and optimally used
- Meet with users if a situation cannot be corrected remotely
- Help maintain the Company's IT inventory
- Prepare workstations for new employees and install the necessary devices
- Retrieve equipment from departing employees to visually document each item and update the inventory
- Travel to various offices near the Company’s headquarters to provide support
- Quickly diagnose and respond to our users' questions/incidents that come to our IT boutique
- Document and analyze procedures, problems and their solutions with a continuous improvement focus

**Qualifications**:

- College diploma in computer science or equivalent
- One to three years of experience at an IT service desk
- In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs and videoconferencing systems; familiarity with ServiceNow and Citrix software, an asset
- Excellent troubleshooting and incident resolution skills
- Strong communication skills; fluency in spoken and written English. Spoken / Written French is a great asset
- Good interpersonal skills, team player and contributor to a positive team dynamic
- Ability to work under pressure. Sense of urgency and client focus
- Versatility, ability to adapt to new technology and change
- Strong organization, prioritization and multitasking skills. Results-oriented
- Motivated, creative, flexible, responsible and proactive
- Availability to work outside regular hours.

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