IT Office Technician

2 months ago


Laval, Canada Couche-tard Full time

Maybe you’ve stopped by for a coffee, fueled up your car or grabbed something to eat on the go. Then you know what Couche-Tard is all about. Our mission is simple: to make our customers' lives a little easier every day. We’ve grown into a successful global company with over 15,000 stores in 26 countries, serving more than 6 million customers each day. In all, we have more than 120,000 people working at our stores and support offices.

**IT Office Technician (support Level 1)**
- **Department**: IT Office Support
- **Location**: Laval, (4204, boul. Industriel, Laval)
- **Hybrid mode**: 3 days at the office and 2 days remotely
- **Type**: Contractual 1 year - 40 hours per week

**PROFILE**

You are the primary point for of contact for all incoming above store employee calls. You will work with our end users and the Tier 2 Technicians to ensure that all reported issues are resolved in a timely manner.
- Team player
- Exceptional verbal and written communication skills
- Excellent customer service skills
- Ability to build and maintain lasting relationships with team and clients
- Good organizational skills and thoroughness in the execution of tasks
- Strong analytical and problem-solving skills
- Able to work under pressure and switch tasks seamlessly.

**WHAT YOU’LL DO**
- Respond in accordance with SLA guidelines to request and incident tickets, ensuring a quick and positive experience for our clients with First Call Resolution
- Provide onsite and remote support to end users.
- Answer incoming calls when assigned to the phone switch.
- Build, configure, and deploy laptops and peripherals ensuring all hardware is accounted for in accordance with documented policies and procedures.
- Create, track and document incident and request tickets with diagnostic details including actions taken from initial diagnosis through the final resolution
- Ensure a ticket is created for every customer interaction.
- Assist with technology in conference rooms as needed for meetings.
- Provide support for Mac and other BYOD (iOS/Android) devices.
- Perform other duties as assigned.

**WHAT YOU’LL NEED**
- Call center experience: minimum 2 year.
- Technical diploma or equivalent with or technical certifications (AEC, Microsoft, ITIL Certifications) with a minimum of 2 year of related work experience.
- Strong analytical and troubleshooting skills.
- Proficient in Windows and Active Directory environments.
- Extensive knowledge in configuring, installing and deployment of hardware.
- Functional knowledge of Office 365, VPN, MFA, and Citrix environments.
- Ability to adapt and prioritize assigned tasks.
- Experience using IT ticket tracking systems.
- Ability to function effectively in a dynamic, fast paced, high call volume environment.
- Must be able to work independently, as well as within a team.
- Ownership and resolution of assigned tickets.
- Must be fluent in English and French language.

**WHY WORK WITH US**

Our job openings in stores and offices allow you to grow quickly within a global company, while benefiting from a dynamic work environment that puts people first. Wherever you are in your journey, we have a place for you. Here are some of the attractive benefits we offer:

- Alimentation Couche-Tard has been named one of Montreal's Top Employers for 2023;
- A full range of benefits (medical, dental, etc.);
- Discounts for employees in stores and at many of our partners;
- Learning opportunities to develop new skills and grow professionally in a growing company;
- Work in hybrid mode.

Type d'emploi : Contrat à durée déterminée

Salaire : à partir de 48 000,00$ par an

Avantages:

- Assurance Dentaire
- Assurance Maladie Complémentaire
- Assurance Vision
- Événements d'Entreprise
- Programme d'Aide aux Employés
- Programmes de Bien-être
- Réductions Tarifaires
- Stationnement sur place
- Tenue Décontractée

Horaires de travail:

- 8 Heures
- Du Lundi au Vendredi
- Quart de jour

Capacité à faire le trajet ou à déménager:

- Laval, QC H7L 0E3: Faire le trajet sans problème ou prévoir un déménagement avant de prendre son poste (Obligatoire)

Langue:

- Français & Anglais (parlé et écrit) (Obligatoire)

Disponibilité:

- Quart de jour (Obligatoire)

Lieu du poste : Hybrid remote à Laval, QC H7L 0E3


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