Level 1 Technical Support Advisor

4 days ago

Montréal, Canada GOX Technologies Full time

**JOB DESCRIPTION**

The Level 1 Service Advisor is responsible for handling first level service requests in a professional and timely manner. This concerns all technologies relating to workstations, servers, printers, networks, as well as vendor-specific hardware and software. He plays an advisory role with the client for the purchase of computer equipment and day-to-day computer support. He performs maintenance and appropriate repairs on computer equipment.

The position may require infrequent travel and the Advisor may be on-call as part of 24/7 emergency service planning.

The interventions that are carried out within the context of this job impact one or few users.

**SKILLS & DESIRED BEHAVIORS**
- Have a passion for the field of information technology;
- _First level network troubleshooting;_
- _Windows (user) (Apple MacOS/Linux an asset);_
- _Windows Server and domain operation (enable/disable/reset password);_
- _Printer / Print Server (configuration and troubleshooting);_
- _Office suite (Office 365);_
- _Computer equipment (assembly, troubleshooting)._
- Support basic remote access solutions: VPN, Terminal Server (already configured);
- Monitor alerts and notifications from the remote monitoring and management system and respond accordingly with service tickets;
- Participate, maintain and review documentation in our internal tools;
- Have telephone support skills;
- Be autonomous and have good resistance to stress;
- Have an ability to quickly and accurately enter details into tickets;
- Possess a personal motivation and have an ability to work in a constantly changing environment;
- Communicate with customers as needed, keeping them informed of incident developments, impending changes and agreed outages.

**PRODUCTIVITY**
- Answer telephone calls;
- Make the recommendation of computer equipment according to customer needs;
- Do the maintenance (physical or software) of computers such as, for example:

- _Perform basic inspection of peripherals;_
- _Perform the installation and basic configuration of peripherals;_
- _Repair and test computer components._
- Offer a support service to business users such as:

- _Diagnose problems;_
- _Propose appropriate solutions;_
- _Process user requests (account management, software/driver installation, workstation configuration, etc.)._
- Provide impeccable customer service at all times;
- Follow up on level 1 customer requests in progress;
- Escalate tickets that cannot be scheduled within agreed service levels (SLAs);
- Accurately and clearly document (including screenshot, attachment and/or any relevant content) each intervention, indicating:

- _The context;_
- _Analysis and diagnosis carried out;_
- _The applied resolution._
- Maintain up-to-date customer information in our internal system;
- Proceed with the destruction of material according to established standards;
- Be sure to enter your time before closing an intervention.

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