Technical Support Specialist

2 days ago

PointeClaire, Canada Walter Surface Technologies Full time

Reports to: Director Infrastructure & End User Technology Bring your creativity and fresh thinking to an iconic brand owned by Onex ($31B assets) that has been trusted for its high quality and innovation since 1952. For over 65 years, Walter Surface Technologies has been a world leader in surface treatment technologies providing high performance abrasives, tools, power tools, chemical solutions and welding process solutions specifically designed for the metalworking industry. Our core philosophy is focused on helping customers work better and provide "only the best" - the best technology, the best products, the best performance, the best safety, and the best durability - all designed to increase their productivity and profitability. Job Summary Under the supervision of the Director Infrastructure & End User Technology, the position holder will ensure to provide first and second level technical support to end users. Main responsibilities: - Provide Level 1 and 2 support to users; - Manage the helpdesk system and triage incoming tickets to escalate the requests when required; - Identify, troubleshoot, process and solve technical problems; - Prepare and manage computer equipment configurations; - Perform service and server restarts when necessary; - Perform data archiving and restoration operations; - Support Windows computer networks; - Support and manage printers; - Administer, install and configure computer hardware and software; - Ensure the documentation of technical and IT security procedures; - Maintain an inventory of equipment; - Any other tasks directly related to the job. Required Skills & Aptitudes: - Very responsive and resourceful - Experience in a fast pace customer service and support environment; - Learning ability and adaptability; - Ability to manage priorities and multitasking; - Strong analytical and problem solving skills; - Teamwork and autonomy; Experience & Education - 3 to 5 years of experience in technical support; - Excellent oral and written communication skills in French and English - Must be available on call in the evening and during the end of the week on a rotating basis with the members of his team. - The incumbent must provide technical support onsite in Walter’s head office in Pointe-Claire to all employees located in Canada and USA.

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