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▷ [2025-02-26] Technicien Support Niveau 1-2 / Technical Support Analyst
1 month ago
Technicien Support Niveau 1-2 / Technical Support Analyst
Le titulaire fera partie de l’équipe de support technologique. Il sera appelé à offrir du support de niveau 1-2 pour les employés.
Plus spécifiquement, il sera appelé à:
- Gérer et traiter toutes les demandes et incidents adressés par téléphone, en ligne ou par courriel;
- Répondre à toutes les demandes adressées par les utilisateurs, les inscrire dans l’outil de prise d’appels, analyser, documenter et résoudre le problème à l’entière satisfaction des utilisateurs ;
- Au besoin, assigner les billets ouverts au niveau 3 ;
- Assurer un suivi serré avec les utilisateurs pendant toute la durée où le billet est ouvert ;
- S’assurer que le traitement des demandes des utilisateurs répond aux critères de service établis.
- Effectuer un diagnostic de base à distance des postes de travail, des applications et du réseau, et fort de ce diagnostic, fournir un service de soutien de haut niveau à tous les utilisateurs, selon les critères établis
- Se déplacer auprès de l’utilisateur si le soutien à distance ne permet pas de corriger la situation
- Documenter, analyser et améliorer de façon continue les procédures, les problèmes et leur solution ;
- Faire l’installation du matériel informatique et des logiciels ;
- Diagnostiquer et résoudre les différents types d’incidents reliés aux postes de travail, imprimantes/MFP, unités mobiles, téléphonie IP et vidéo-conférence ;
- Veiller à ce que les postes de travail et les périphériques soient fonctionnels et utilisés de manière optimale ;
- Participer à la tenue de l’inventaire du service TI de la société.
- Effectuer la création et la destruction des profils utilisateurs ainsi que les différents accès selon les besoins des clients ;
- Préparer les postes de travail pour les nouveaux arrivants et faire l’installation sur place. Récupérer les équipements des départs. Peut être amener à se déplacer pour offrir du soutien à nos différents bureaux situés à proximité du siège social ;
- Participer à différents projets ;
- Jouer un rôle conseil auprès des utilisateurs ;
EXPÉRIENCE DE TRAVAIL ET CONNAISSANCES
- Diplôme d’études collégiales en sciences informatiques ou équivalent ;
- Minimum de 1-3 années d’expérience dans un centre de Services TI ;
- Connaissance approfondie de Microsoft Windows 10, Office 365 et des outils de bureautique, des ordinateurs de bureau et portables, iPhone, iPad, des imprimantes multifonctions, des vidéoconférences. Connaissance des logiciels ServiceNow et Citrix un atout ;
- Connaissance de CSSM pour la distribution des applications et Active Directory pour l’attribution des groupes. Excellentes aptitudes en dépannage et en résolution d’incidents
PROFIL RECHERCHÉ
- Fortes aptitudes en communication et bonne maîtrise du français et de l’anglais, tant à l’oral qu’à l’écrit ;
- Personne établissant des relations positives, aimant le travail d’équipe et contribuant au développement d’une dynamique d’équipe positive
- Capacité à travailler sous pression ; sens de l’urgence et être orienté vers le service à la clientèle ;
- Polyvalence, capacité de s’adapter à de nouvelles technologies et aux changements ;
- Fortes capacités organisationnelles et gestion des priorités, habileté à exécuter plusieurs tâches simultanément et orienté résultats ;
- Personne motivée, créative, flexible, responsable et prête à prendre des initiatives ;
- Disponibilité à intervenir en dehors des heures normales de travail.
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