Deskside Support Technician

**Deskside Support Technician** **:montreal
**Montreal, Quebec, Canada****:
Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us We are looking for creative, innovative, and collaborative people like you to join our team.

At the heart of Alithya’s values is the well-being of our employees and their families. That's why, we continue to follow the Public Health Agency of Canada’s recommendations closely.

We remain close to you, while keeping our distance via Phone, Microsoft Teams, Zoom or however you like.
- Take your ambitions to the next level

Reporting to the Manager, Helpdesk and Deskside Support, and as a key member of the company's IT team, you will be responsible for resolving end-user and IT issues from various offices in Quebec, as well as from other remote locations. You will also be responsible for managing mobile plans with our various carriers in Canada and the US.

Working physically from our downtown Montreal headquarters, the individual in this position will have the opportunity to work with a variety of delivery teams and expand their skills in our various services and solutions, which will directly contribute to improving service quality and employee satisfaction.

In this role, you will be required to contribute to the company's IT operations team by:

- Providing Level 1 IT and end-user support (tickets not resolved by the helpdesk team);
- Maintaining accurate end-user asset information;
- Managing mobile packages with suppliers and purchasing equipment for employees;
- Collaborating with other helpdesk teams (on-site support);
- Coordinating IT related tickets with vendors and end users.

To be successful, the Deskside Support Technician will need to master the following responsibilities in order to achieve the above objectives:

- Perform effective remote and on-site troubleshooting of end-user tickets and computers;
- Be available on an ad hoc basis, evenings and weekends;
- Manage mobile phone plans (activation, deactivation and suspension of lines);
- Purchase mobile devices;
- Create and maintain:

- knowledge articles related to your roles;
- asset information (ticket associations, user assignments, asset status, location, etc.).
- Collaborate with other support groups (assist with on-site support tasks such as unplugging/plugging cables or typing commands on the server, checking power supply);
- Coordinate hardware repairs with external service providers or manufacturers (Lenovo, HP, Acer).
- When it just clicks

Does this sound like you?
- College diploma;
- Minimum of five (5) years of work experience in a related field;
- CompTIA A+ or other related certification or equivalent experience;
- ITIL v3 or v4 certification;
- Experience:

- working with vendors and service providers;
- with Freshservice (an asset).
- Ability to:

- speak and write (professionally) in French and English;
- coordinate tasks and manage priorities.
- Excellent diagnostic skills (ability to diagnose a problem or situation quickly and effectively);
- Knowledge of the following technological environments:

- Desktop support:

- Hardware and peripherals, Windows OS, Mac OS, printer setup and troubleshooting.
- Software configuration and troubleshooting:

- Office Suite, browsers and Adobe Acrobat Pro.
- Azure AD Accounts:

- Create, manage, disable and triage issues.
- O365 admin centers (L1 support and troubleshooting):

- Admin Center, Teams admin, Exchange admin, SharePoint admin, Endpoint admin, AAD.
- Network (L1 triage, troubleshoot, resolve):

- Wi-Fi, VPN, DNS, network hardware (routers, NIC).
- Mobile phones and tablets (troubleshoot, resolve):

- iOS and Android, corporate apps (O365) and basic connectivity.
- Proven autonomy and resourcefulness in solving problems (remote and on-site);
- Team player and problem solver;
- Ability to work independently and proactively;
- Excellent customer service skills;
- Excellent communication skills (written and oral);
- Communication with teams in French and English. Level expected:

- French: 4/4
- English: 4/4
45627 #LI-Hybrid
- Life at Alithya
- 37.5 hours per week;
- Opportunities to develop and grow your career;
- Work with diverse technologies, projects, clients and sectors;
- Spend your days in a creative and innovative environment;
- Share experience and knowledge as part of an agile and dynamic team;
- A great balance between work and personal life;
- Access to exciting educational opportunities (internal, conferences, events, courses, certifications, etc.);
- Personal recognition of your important professional contributions;
- Great cultural diversity across our teams.

**Why join our team?**:
Because creativity, passion, integrity and wellness are the company’s core values, we are looking for people like you who are enthusiastic, innovative, open-minded, team players and eager to learn.

Working at Alithya is a chance to be part of an energetic, dynamic, and growing team