Technical Support Agent

2 weeks ago

Richmond Hill, Canada Staples Full time

**Voici une partie de ce que vous ferez**:
Le spécialiste de l'assistance est chargé de gérer la résolution des problèmes en temps voulu, ce qui implique de reconnaître le problème sous-jacent, d'effectuer le dépannage, de résoudre ou de transmettre les appels relatifs aux problèmes et de suivre les utilisateurs pour confirmer la bonne résolution du problème.
L'analyste des services de soutien doit également surveiller les performances des fournisseurs et transmettre les problèmes et questions hautement prioritaires au chef d'équipe et à l'équipe de deuxième niveau.
Vous devez être prêt à travailler le week-end, le soir et en équipe de jour.

**Plus précisément, vous devrez**:
Fournir une assistance système de premier niveau à tous les magasins de détail et aux utilisateurs à domicile pour les systèmes de point de vente, les PC, les AS400, les télécommunications, les réseaux, les scanners RF et d'autres matériels.
Apporter des idées et des observations au chef d'équipe afin d'améliorer l'efficacité de l'équipe d'assistance pour atteindre les seuils téléphoniques et les accords de niveau de service.
Il est responsable du dépannage et de la résolution des problèmes des clients, tant sur une base proactive que réactive.

**Ce dont vous avez besoin**:

- Excellentes compétences en matière de communication et de service à la clientèle.
- Excellentes compétences en matière de dépannage et de diagnostic
- Le bilinguisme en français serait un atout
- Connaissance pratique des PC et des systèmes d'exploitation Windows.
- Connaissance pratique d'Active Directory et des fonctionnalités de la ligne de commande DOS.
- Expérience des logiciels d'accès à distance (VPN, Microsoft Terminal Services).
- Expérience de la base de données de suivi des appels ServiceNow
- Prise d'initiative, recherche d'opportunités de changement, de croissance et d'amélioration
- Capacité à s'adapter aux changements rapides des procédures et des processus dans un environnement dynamique.
- La connaissance du support technique AS400 serait un atout.
- Connaissance de la topologie du réseau Citrix
- La capacité à travailler avec Excel est un atout.

**Quelques-uns des avantages que vous obtiendrez**:

- Remise pour les associés
- Prestations de santé et de soins dentaires
- RRSP/DPSP
- Primes de rendement
- Programmes d'apprentissage et de développement
- Et plus encore...

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