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Technical Support Analyst

2 months ago

Montreal, Quebec, Canada Options Consulting Solutions Full time
About the Role

We are seeking a highly skilled Technical Support Analyst to join our Technology Support Services team at Options Consulting Solutions. As a key member of our team, you will play a crucial role in providing exceptional technical support to our clients and ensuring the reliability of our IT services.

Key Responsibilities
  • Technical Support:
    • Provide hands-on technical support to end-users, including troubleshooting and resolving technical issues.
    • Configure and support video conferencing, presentation, and event technology.
    • Manage and maintain audio-visual equipment, including cameras, microphones, and lighting.
    • Provide training to end-users on the use of audio-visual equipment.
    • Plan and set up audio-visual needs for special events.
    • Work with external vendors to ensure seamless support.
    • Provide first-level support for mobile devices and manage incident tickets.
    • Participate in the rollout of new technology and manage second- and third-level support.
  • Administrative Support:
    • Develop and maintain process documentation for training National Help Desk personnel.
    • Provide regular reports to ensure effective IT service management.
    • Enter and resolve incident tickets, escalating and tracking issues as needed.
    • Conduct client follow-up and provide testing and reporting results for new applications and changes.
    • Maintain accurate and up-to-date software and hardware inventory records.
  • Special Projects:
    • Participate in the delivery of application project activities, serving as a subject matter expert for assigned systems and functions.
    • Research and assist with special projects as assigned by the Director, Technology Support Services.
    Requirements
    • University degree or college diploma in Information Technology.
    • 5+ years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
    • Highly proficient with computers and their associated hardware and software components.
    • Two years of progressive hands-on experience in an audio-visual environment.
    • Experience with Webex, Microsoft Teams, Zoom, and GoToMeeting is an asset.
    • Experience with video recording equipment is an asset.
    • Expertise in recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
    • Experience with mobile devices and managing them via a Mobile Device Management System is an asset.
    • Experience working in a Technology Support role supporting legal-specific applications within a legal environment is an asset.
    • Excellent written and verbal communication skills.
    • Strong customer service skills and the ability to understand and deliver exceptional client service.
    • A strong team player with excellent organizational and time-management skills.
    • Highly developed analytical and problem-solving skills along with the ability to multi-task various priorities.
    • Ability to work independently, follow instructions with minimal supervision, and take initiative.
    • Availability to work overtime and provide on-call after-hour support.