Technical Support Specialist

We are a learning and eLearning consulting services company that provides businesses, professional organizations and institutions with reliable and cost-effective learning solutions.

Our mission is to provide leading universities and professional organizations with reliable, cost-effective online course development, delivery resources and support services.

We offer a work environment that values diversity, creativity, team work, work life balance and, most of all, fun We are open to teleworking.

We are looking for a Technical Support Specialist to join our team for two (2) years with possibility of permanency after the duration of this contract.

Up for the challenge? Come and join us

**Job Summary**:
**Main Responsibilities / Duties**:

- Act as the first point of contact for all end user IT-related issues, both in person and remotely, providing timely and effective solutions to hardware, software, and network problems.
- Investigate end user software and hardware problems, identify their source, determine possible solutions, test, and implement solutions.
- Install, configure, and maintain desktops, laptops, printers, peripherals, and other IT equipment as needed.
- Research, recommend and install enhancements and operating procedures that optimize systems availability for end users.
- Provide user training and guidance on software usage and best practices to enhance productivity and efficiency.
- Document systems problems and resolutions for future reference and ensure that all maintenance procedures are properly documented.
- Carry out required “on call” assignments.
- Other related ad-hoc tasks.

**Qualifications / Skills Required**:
Technical
- Technical support experience in Microsoft Windows 10/11, Office365, OneDrive, Microsoft Azure, MS Teams and Outlook installation, configuration and maintenance
- Strong proficiency in troubleshooting and resolving hardware and software issues on Microsoft Windows and macOS based systems.
- An understanding of networking concepts.

Problem Solving Abilities
- Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
- Capacity to think creatively and find innovative solutions to complex problems while within a framework of existing guidelines and standards.

Client-Oriented Approach
- Exhibit a client-focused mindset, going above and beyond to ensure end users' needs are met promptly and professionally.
- Manage end user expectations and communicate progress on issue resolution effectively.
- Demonstrate a high degree of empathy and patience when dealing with end users, recognizing the impact technical issues may have on their work.
- Communicate technical concepts in a clear and accessible manner, avoiding jargon and ensuring users understand the solutions provided.
- Ability to remain calm and composed under pressure, even when handling challenging user situations.
- Excellent verbal and written communication skills to effectively convey technical information to non-technical users.
- Strong interpersonal skills to collaborate with team members and work effectively in a collaborative environment.
- A high level of empathy and patience when dealing with end users' technical frustrations and challenges.

**Education**
- A college degree in Information Technology, Computer Science or other pertinent field.
- Industry certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent certifications would be advantageous.

**Experience**
- Minimum of 2 years of experience in a similar role.
- Familiar with standard concepts, practices and procedures within his/her environment

**Language Proficiency**
- Fluency in French and English is essential for effective communication with our diverse end user base.

**Other**
- Ability to perform work that requires considerable physical effort such as heavy lifting (workstations, monitors, etc.)
- Maintain confidentiality with regard to the information being processed, stored or accessed.

**Our Benefits**
- Flexible hours, 35 hours a week
- Complete insurance plan
- Employee Assistance Program (EAP)
- Dialogue Telehealth Virtual Service
- Company-matched pension plan
- Personal and sick day banks
- Dynamic and fun team
- Office located downtown, across the street from Guy-Concordia Metro station.
- Open to teleworking
- And much more
- **Come and join the team**_

**Job Types**: Full-time, Permanent

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Weekends as needed

Supplemental pay types:

- Overtime pay

Work Location: Hybrid remote in Montréal, QC