Technical Support Analyst

4 days ago

SaintLambertdeLauzon, Quebec, Canada Jyga Technologies Full time

About the Role

The Technical Support Analyst Level II will be responsible for working within a global team focused on troubleshooting technical software and hardware issues for all Jyga products.

Main Responsibilities

  • Provide prompt, efficient, and courteous technical support to customers regarding all company products.
  • Effectively capture, prioritize, and document all incidents via our ticketing system.
  • Manage, diagnose, and resolve technical incidents that may arise during installation, startup, maintenance, and mechanical/electronic repair of products.
  • Effectively document technical product bugs while working collaboratively with QA and R&D to improve products.
  • Help customers use the hardware and software components of the products.
  • Capture troubleshooting steps and techniques to contribute to the Jyga knowledge management database.
  • Actively participate in cross-functional R&D teams to contribute to the technological evolution of products.

Requirements

  • DEC in IT/IT support (network management, infrastructure, IT support) or equivalent relevant experience.
  • Bilingual, French/English (essential to support our customers in more than 35 countries)
  • Experience working in a fast-paced technical customer service environment with technical skills in troubleshooting, methods, and documentation techniques.
  • Action-oriented, resourceful, collaborative, autonomous, and passionate about technology.
  • Knowledge of computer systems, components, Office 365, Teams, TeamViewer.
  • Ability to work on-site at Jyga Technologies up to approximately 90% of scheduled time.

About Us

Jyga Technologies offers a range of benefits, including group insurance after your 3-month probation period, a retirement plan with employer contribution, flexible hours with weekends off, and four days off during the holiday season.

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