IT Support

2 weeks ago

Montréal, Canada Applied Software Technology Full time

Canada
- Montreal
- IT
- Regular Full-Time
- 1560

**Job Description**:
**About Graitec Group**

GRAITEC Group Company is a global Software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow.
Ambitious and fast growing environment: We see ourselves as a 30 years old startup, having doubled our revenue in the last 3 years again thanks to both organic and external growth and targeting 500m€ revenue in 2024 (join us to make it happen).
We strongly believe that this growth will continue since the market is only at the beginning of its digitization.
Experts & Talents with strong culture: Our team is made of more than 700 outstanding talents with a strong management team to execute our mission.
A true international group: Graitec serves more than 200 000 customers worldwide with +50 offices in 13 different countries, enabling us to meet our customer needs around the globe
A market leader: we are one of the largest AUTODESK Platinum partner and the only one operating at worldwide scale with an equal split of the business between Europe and North America, enabling Autodesk solutions thanks to our own GRAITEC Softwares
Strong Products serving the construction & manufacturing industries: Through Autodesk products Add-ons like PowerPack to more complex solutions to enable simulation, fabrication & management of our customers projects, GRAITEC is proud of its 150+ developers innovating each day to accelerate our customers performance.
We are driven to hire the best people, with diverse experiences, and provide them the resources that empower them to achieve their full potential. This ultimately enables our organization to provide the very best customer experience and solutions that help our customers navigate and implement technologies and services that prepare them for sustainable growth.
We are looking for talents that will enjoy, live and accelerate in our culture
At Graitec, We work together locally & globally with the objective to be one only team all together delivering solutions to our customers
We are focused on achieving our vision and do not easily get distracted along the way. We believe in our products and services and that we are on a path to solve a real challenge for our target customers & the overall industry. We are thoughtful on our investments and lead ethically to maximize the company opportunity. To better understand them, we want to represent the diversity of our customers around the globe & we are breaking our own siloes to better serve them.
To make this culture a reality, we rally our teams around shared cultural attributes we expect the full team to role model in order to realize our mission:
The way we work : Growth, Agility, Innovation and Responsibility
The way we behave: Ambition, Engagement, One Graitec, Positive Energy

**About the Team Hiring**

The IT Department is responsible for the management, strategy, and execution of the IT infrastructure of the GRAITEC Group, and tracking technology in order to achieve business goals, minimize security risks, maintain operations and systems. The IT Team is in charge with implementing the governance for the use of network and systems, it assists the operational units by providing them the functionality they need and is responsible for providing the infrastructure for automation.
The IT Department of GRAITEC is a diverse, multicultural environment, with a wide range of experienced professionals, with strong technical / interpersonal skills and a dedication to excellence. The IT team operates in Romania, UK, Canada and France, working alongside all major departments in offering top-notch solutions to the global infrastructure.

**Overview**

The primary focus of IT Support is to ensure that company’s employees can use software and hardware to complete their daily tasks.
**Key Responsibilities**:
Resolving IT support requests from employees


Providing front-end support to clients and colleagues in other departments.
Changing configurations, settings and permissions to fix computer issues
Logging all service requests and updating tickets as needed
**Key Success Indicators**:
Tickets are solved according to SLA. Tickets that cannot be solved accordingly to the SLA must be commented and discussed with management and clients.
New processes and software are communicated to users on-time.
Incidents are escalated to the 2nd level with the right level of information and analysis

**Responsibilities**
- Knowledge of operating systems, current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring tools
- Installed, configured, and supported laptops, software, hardware, printers, and phones
- Trained employees in using software and hardware, and provide technical support when needed

**Qualifications**
- Bache

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