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Computer Support Technician

2 months ago

MontréalEst, Quebec, Canada CB Canada Full time

Job Summary:

The Technical Support Specialist will provide technical assistance to internal and external customers, ensuring the smooth operation of computer systems and resolving technical issues in a timely and efficient manner.

Key Responsibilities:

  • Provide first-level technical support for incoming service requests via phone, email, and web portal, ensuring courteous, rapid, and effective resolution of customer issues.
  • Establish relationships and gather details on customer problems.
  • Escalate incidents and service requests according to defined processes to meet established SLAs.
  • Document and track the incident resolution process, including all successful and unsuccessful decisions made and actions taken, until final resolution.
  • Utilize remote tools and diagnostic utilities to facilitate troubleshooting.
  • Research solutions via internal and external knowledge bases as needed.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Ensure antivirus software is installed and virus definitions are up-to-date.
  • Manually or using a deployment server, install approved software requests.
  • Test fixes to ensure an incident has been correctly resolved.
  • Develop help guides and FAQs for end-users.
  • Contribute to the technician knowledge base as needed.
  • Improve SLAs to manage end-user expectations.
  • Provide continuous improvement suggestions.

Requirements:

  • Diploma in Computer Science or equivalent, or a minimum of one year of work experience.
  • Basic knowledge of computer hardware.
  • Experience with office and server operating systems.
  • Experience with various business software used in the environment.
  • Experience with remote control software.
  • Experience in troubleshooting printers, scanners, and other peripherals remotely.
  • Experience in troubleshooting and supporting mobile devices, iPhone, iPad, Android.
  • Practical knowledge of a range of diagnostic tools.
  • Familiarity with ITIL fundamentals.
  • Exceptional written and verbal communication skills.
  • Exceptional interpersonal skills, with a focus on building relationships, listening, and questioning skills.
  • Solid documentation skills.
  • Bilingual French and English required.