Technical Support Specialist

2 months ago


Remote, Canada Resitek Information Technologies Inc. Full time

**Description de poste : Spécialiste, soutien technique**

**Vue d’ensemble de l’entreprise**:
Resitek Information Technologies Inc. est un fournisseur de services informatiques gérés pour les PME de la région de Montréal. Si vous êtes passionné par le fait de travailler directement avec les clients, d’établir des relations et de faire partie d’une entreprise en croissance, vous êtes au bon endroit. En tant que premier point de contact pour nos clients, le Spécialiste, soutien technique assumera un rôle clé dans les activités qui sont essentielles au succès de notre organisation.

**Responsabilités**:
Relevant du président, le **Spécialiste, soutien technique **fournira un soutien technique de niveau 1 et 2 à nos clients:

- Effectuez le dépannage à distance par des techniques de diagnostic et des questions pertinentes.
- Effectuer une analyse des incidents et des demandes envoyés au système de billetterie
- Fournir une assistance à distance à l’aide de Ninja RMM
- Recueillir les renseignements requis et fournir le soutien nécessaire pour répondre aux incidents
- Maintenir l’inventaire de matériel et de logiciels.
- Planifier la maintenance de l’infrastructure réseau, telle que mise à jour de micrologiciel (firmware), l’état du matériel de serveur, vérifications de sauvegarde, etc.
- Fournir des améliorations recommandées aux processus ou au service à la clientèle.
- Effectuer une analyse des causes profondes et créer de nouvelles résolutions aux problèmes récurrents.
- Élaborer et tenir à jour la documentation sur la technologie et les processus opérationnels pour le soutien aux utilisateurs.
- Minimum de 3 ans d’expérience dans un environnement de support technique
- Posséder une ou plusieurs des certifications suivantes : MSCE, CCNA/CCDA, Network+, A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Security Administrator Associate, Microsoft 365 Certified: Teamwork Administrator Associate
- Maîtrise de tous les systèmes d’exploitation et serveurs Windows
- Expérience avec MacOS un atout
- Excellente connaissance de l’infrastructure de réseau câblé et sans fil (routeurs, points d’accès sans fil, pare
- feu, DHCP, DNS, VPN, VLAN, VoIP, etc.).
- Excellente connaissance de Microsoft Active Directory
- Connaissance approfondie de la gestion des comptes d’utilisateurs, des autorisations de fichier et de sécurité.
- Excellentes compétences de dépannage effectuées rapidement et sous pression.
- Auto-motivé et autonome avec la capacité de prioriser efficacement et d’effectuer des tâches sous pression.
- Excellentes compétences en communication et en relations interpersonnelles
- Bilinguisme (anglais/français)
- Adaptabilité rapide aux nouvelles technologies, autodidacte et proactive.
- Sentiment d’urgence et capacité à faire face à des situations stressantes.
- Approche centrée sur la solution et attitude axée sur le client.
- Maîtrise de la recherche en ligne pour trouver des solutions aux problèmes techniques.

**Conditions d’emploi**:

- Travail à domicile
- Salaire concurrentiel
- Possibilités d’avancement
- Forfait Assurance collective / Santé et bien-être
- Entreprise en pleine croissance

Resitek est un employeur qui assure l’égalité d’accès à l’emploi. Nous sommes ravis de rencontrer et d’embaucher les meilleurs talents.

**Role description: Technical Support Specialist**

**Company Overview**:
Resitek Information Technologies Inc. is a managed IT service provider for small and medium-sized businesses in the Montreal area. If you are passionate about working directly with customers, building relationships and being part of a growing business, then you have come to the right place. Serving as the first point of contact for customers, the Technical Support Specialist will take on a key role in activities that are vital to the success of our organisation.

**Responsibilities**:
Reporting to the President, the **Technical Support Specialist** will provide Tier 1 and Tier 2 technical support and assistance to our clients:

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Perform analysis for incidents and requests sent to the ticket system.
- Provide remote support using Ninja RMM
- Gather all required information and provide any required support for incidents and requests.
- Maintain global hardware and software inventories.
- Schedule network infrastructure maintenance such as firmware updates, server hardware health, backup checks etc.
- Provide recommended process or customer service improvements.
- Carry out root cause analysis and create new resolutions to recurring issues.
- Develop and maintain documentation for technology and business processes for end user support.
- Minimum of 3 years' experience within a help desk environment
- Has one or more of the following certifications: MSCE, CCNA/CCDA, Netwo



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