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Technical Agent – Operations Center Group

2 weeks ago

Montreal, Quebec, Canada GIRO Full time
GIRO IS YOUR WAY FORWARD

At GIRO, our mission is clear: Improving quality of life around the world through software and services that increase the efficiency of public transport and postal delivery.

Joining us means contributing to projects and initiatives that makes a real difference to millions of people. Every line of code, every idea, every action, advances our impact around the world. Join us and let's lead the way forward, together.

Why choose GIRO?


• Join a Quebec software company that is an international leader


• Advance your career in a collaborative work environment where expertise and commitment are the driving force behind every project


• Stability based on long-lasting client relationships and our long-term vision

AN ENVIRONMENT FOR GROWTH

Here, we focus on an inclusive and positive environment.

We offer a range of benefits, including


• Flexible working hours, including remote work for a balanced life.


• Team activities and annual traditions that we take pride in


• Everyday support: Employee assistance program, telemedicine and mental health support.


• Training and professional development opportunities to grow, learn and discover your way forward.

The Technical Agent in the Operations Center Group leverages their rigor and skills in problem-solving, analysis, and communication to provide technical support for the software once installation is complete. They offer assistance to clients and internal users regarding the clients' IT environment. The Technical Agent may also collaborate with marketing, project, and development teams.

To successfully fulfill their responsibilities, the Technical Agent in the Operations Center Group keeps their technical and interpersonal knowledge up to date in order to select and apply appropriate solutions to resolve issues related to software installation at the client site or hosted in GIRO's cloud, while respecting contractual agreements.

Main Responsibilities

  • Manage configuration and installation of client-specific versions (on-premises and in GIRO's cloud)

  • Support client versions (database management, etc.) and keep them up to date

  • Provide technical support for the software post-installation

  • Ensure 24/7 support on a rotational basis, with on-call availability

  • Categorize, sort, and assign incoming incidents to the appropriate backlog

  • Respond to client-submitted incidents and communicate results

  • Contact clients to resolve simple or complex issues by phone

  • Escalate issues based on their nature to the appropriate GIRO teams

  • Provide training to new employees (occasionally)

  • As part of the role, you may be required to work outside regular business hour

Qualifications

  • Degree in Computer Science or equivalent work experience

  • 5 years of relevant experience in IT

  • Knowledge of the following technologies: Azure Cloud Windows Server Experience with ticketing systems (CRM, JIRA, etc.) Basic scripting (PowerShell, Bash, Python, etc.)

  • Experience in 24/7 support

  • Customer support experience

  • Excellent communication skills with transparency and honesty

  • Curiosity and willingness to learn new methods and technologies

  • Ability to communicate in French and English (responsibilities require functional English to communicate with clients outside Quebec)

Assets

  • Linux knowledge

  • Grafana or other monitoring tools

  • SSL certificate management

  • Windows security administration (NTFS and SMB)

  • Knowledge of orchestration/pipeline tools (e.g., Terraform, Azure DevOps, AKS, OpenShift, EKS)

  • Knowledge of containers

PRÊT.E À TRACER LA VOIE AVEC NOUS? 

Postule dès maintenant et échange avec notre équipe d'acquisition de talents. Nous avons hâte de te rencontrer Si possible, merci de nous faire parvenir ton CV en français.

Conformément aux exigences normatives et réglementaires auxquelles GIRO souscrit, tous les postes, qu'ils soient à durée indéterminée, à durée déterminée ou de stage, doivent faire l'objet d'une vérification d'antécédents judiciaires. Les postes dont l'exercice implique l'accès à des données financières doivent faire l'objet d'une enquête de crédit. Les vérifications sont réalisées selon les procédures en place chez GIRO.  

Conditions d'emploi : Les candidats doivent être légalement autorisés à travailler dans le pays choisi au moment où un emploi leur est offert. Il incombe entièrement aux candidats posant leur candidature d'obtenir les permis de travail, les visas ou toutes autres autorisations nécessaires avant leur entrée en fonction.

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