IT Support Agent

3 weeks ago

Montréal QC, Canada Intelcom | Dragonfly Full time

Ride the next mile with us
- Responsibilities
- Analyze requests, consider their urgency and complexity, and handle or escalate them to the appropriate team with the necessary expertise.
- Respond to phone calls from users and assist them in resolving IT-related requests, incidents, or problems.
- Greet users to answer questions, handle requests, and resolve IT incidents they raise.
- Track assigned requests and incidents until resolution or closure, escalating those that cannot be resolved to the relevant teams.
- Document service requests and incidents encountered as well as the workarounds or solutions applied.
- Report and share new methods and procedures used with the team when necessary.
- Ensure the proper functioning of equipment following interventions and document these in accordance with established procedures.
- Collaborate on various projects leveraging your skills, as requested by your immediate supervisor.
- Order and install all IT and technology equipment in new workstations.
- Set up technological tools for new users.
- Maintain user computer equipment and software.
- Address issues during work hours or after hours as needed.
- Provide and deploy new software and equipment.
- Plan and perform regular software updates.
- Provide support to users of operational platforms.

Qualification
- Diploma in IT, DEP in IT support, or any similar training.
- 2 years of professional experience in technical support.
- Customer service-oriented approach and excellent problem-solving skills.
- Knowledge of antivirus software such as Webroot, McAfee, Symantec, Sophos, etc.
- Competence in remote access software such as TeamViewer, GotoAssist, Join.me, RDP, Citrix, etc.
- Familiarity with ITSM software such as Remedy, Track-IT, Heat, Jira, etc.
- Knowledge of VPN concepts, remote connection, and networking in general.
- Experience with ProgressionLive is an asset.
- Experience with PC and Apple IT equipment.
- Proficiency with Microsoft Office 365, including Teams.
- Excellent skills in remote and in-person technical interventions.
- Good knowledge of the Atlassian Jira ticketing system or similar ITSM software.
- Good French and English language, spoken and written.
- Interpersonal skills, client approach, advisory and simplification abilities.
- Ability to work in a team.
- Autonomy and organizational skills.

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.

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