Technical Support, Tier 1

3 days ago

Rue JulesBrillant Laval Québec Canada HP B Group Elite Communications Full time $40,000 - $60,000 per year
Technical Support, Tier 1 Calling all tech-savvy individuals who are looking to start building up their careers Group Elite is a high-tech company that designs, implements, trains, and performs technical support on enterprise software for the customer experience industry. We are currently looking for a Tier-1 Technical Support Specialist to join our team in the Laval, QC office. This position serves our extensive clientele and assures their critical mission systems are up and running 24/7, by providing excellent monitoring services. This is an In-Office position, Monday to Friday during the day.   What you will do:
  • Respond to customers on the phone and via email to serve as the primary technical contact for our customers, technology partners and end-users related to all service requests.
  • Prioritize incoming cases.
  • Determine the nature of technical issues through detailed exploration with the end user.
  • Gather all necessary technical information pertaining to issues, analyze, troubleshoot, and escalate to Tier 2 support when necessary.
  • Explore and/or isolate hardware, software, VM Host, and networking issues.
  • Engage in spontaneous brainstorming/whiteboarding sessions.
  What we are looking for:
  • 1-2 years of experience in a similar technical or troubleshooting role.
  • Completed a post-secondary education/certification in Computer Science, Information Technology or a related field.
  • Strong troubleshooting and critical thinking skills.
  • Aptitude to quickly learn and use new software tools.
  • Excellent verbal & written communication and interpersonal skills.
  • Bilingual in French, with strong English written and verbal skills. English is required for business reasons to serve external English-speaking clients
  • Working knowledge of Microsoft Server based architecture, including Server 2016, 2019 & 2022.
  • Thorough understanding of Windows OS installation and configuration – including but not limited to Windows Networking and Active Directory Admin.
  • Available to work overtime as well as participate in an on-call schedule when necessary.
  What is nice to have:
  • Trade school or University/College degree
  • Experience with web-based .NET applications and administration preferred.
  • Technical Certifications (MCSE, MCDBA, CCNA)
  • Working Database knowledge - MSSQL (Admin & Transact SQL)
  • Experience with MS Clustering and Virtual Environments.
  • Telephony background and VoIP experience.
  • Technical customer service experience in the Telecommunications or related industry.
  • Basic Knowledge of Cloud Technology (AWS, Azure)
 

Who is Group Elite?   Group Elite is a Verint Strategic Partner that designs, implements, trains, and performs white-glove consulting services for Verint solutions. We work hand-in-hand with the Verint team, and their various partners, to make a Verint investment a success. We do this by performing Needs Assessments, refresher training, Quick Win Consulting Engagements, and custom integrations. Group Elite also has a Network Operations Center (NOC), to support our client's technical needs with their software deployments. Our motto is "Our Experience is Your Advantage"; learn more by watching this short video.   What benefits are available?
  • Paid Health Insurance Premiums
  • RRSP Match
  • Competitive Pay
  • Annual Vacation Allowance
  • Flexible Work schedule
  • Collaborative Culture
  • Fun Office Environment
  • Games Room
  • On-site Parking


Soutien Technique, niveau 1
Nous appelons tous les passionnés de technologie désireux de développer leur carrière Group Elite est une entreprise de haute technologie qui conçoit, implémente, dispense des formations et offre un support technique sur des logiciels d'entreprise dédiés à l'industrie de l'expérience client. Nous recherchons actuellement un spécialiste de support technique de niveau 1 pour rejoindre notre équipe au bureau de Laval, Québec. Ce poste dessert une clientèle étendue et veille à ce que leurs systèmes de mission critiques demeurent opérationnels 24 heures sur 24 et 7 jours sur 7 grâce à des services de surveillance de premier ordre. Ce poste est basé au bureau, du lundi au vendredi, pendant la journée.
Ce que vous ferez :
  • Répondre aux demandes des clients par téléphone et par courriel afin de servir de premier point de contact technique pour nos clients, partenaires technologiques et utilisateurs finaux concernant toutes les demandes de service.
  • Prioriser les dossiers entrants.
  • Déterminer la nature des problèmes techniques par le biais d'une analyse détaillée avec l'utilisateur final.
  • Recueillir toutes les informations techniques nécessaires relatives aux problèmes, effectuer l'analyse, le dépannage et, le cas échéant, escalader vers le support de niveau 2.
  • Explorer et/ou isoler les problèmes liés au matériel, aux logiciels, à l'hôte virtuel (VM Host) et aux réseaux.
  • Participer à des séances spontanées de brainstorming et d'utilisation du tableau blanc.

Profil recherché :
  • 1 à 2 ans d'expérience dans un rôle technique ou de dépannage similaire.
  • Formation postsecondaire ou certification en informatique, technologies de l'information ou dans un domaine connexe.
  • Solides compétences en dépannage et capacité de réflexion critique.
  • Aptitude à apprendre rapidement et à utiliser de nouveaux outils logiciels.
  • Excellentes compétences en communication écrite et orale ainsi qu'en relations interpersonnelles.
  • Bilinguisme en français, avec de solides compétences en anglais, tant à l'écrit qu'à l'oral (la maîtrise de l'anglais est requise pour des raisons commerciales afin de servir des clients externes anglophones).
  • Connaissance pratique de l'architecture basée sur Microsoft Server, incluant les versions Server 2016, 2019 et 2022.
  • Expertise approfondie en installation et configuration des systèmes d'exploitation Windows — incluant, mais sans s'y limiter, la mise en réseau Windows et l'administration d'Active Directory.
  • Disponibilité pour effectuer des heures supplémentaires et, le cas échéant, participer à un service d'astreinte.

Atouts souhaitables :
  • Diplôme d'études collégiales ou universitaires.
  • Expérience avec des applications web basées sur .NET et leur administration.
  • Certifications techniques (MCSE, MCDBA, CCNA).
  • Bonne connaissance des bases de données, en particulier MSSQL (administration et Transact-SQL).
  • Expérience avec les environnements de clustering Microsoft et les environnements virtuels.
  • Expérience en téléphonie et en VoIP.
  • Expérience en service à la clientèle technique dans les secteurs des télécommunications ou connexes.
  • Connaissances de base en technologies de cloud (AWS, Azure).

Qui est Group Elite ? Group Elite est un Partenaire Stratégique de Verint qui conçoit, implémente, dispense des formations et offre des services de conseil haut de gamme pour les solutions Verint. Nous collaborons étroitement avec l'équipe Verint et ses divers partenaires afin d'assurer le succès des investissements dans leurs solutions. Nous intervenons au moyen D'évaluations des Besoins, de formations de remise à niveau,D'engagements de Conseil à Gain Rapide et d'intégrations personnalisées. De plus, Group Elite possède un Centre d'opérations réseau (NOC) destiné à répondre aux besoins techniques de nos clients lors du déploiement de leurs logiciels. Notre devise, « Notre expérience est votre avantage », reflète notre engagement. Découvrez-en davantage en visionnant cette courte vidéo.
Avantages offerts :
  • Primes d'assurance santé payées.
  • Contrepartie au REER.
  • Rémunération compétitive.
  • Allocation annuelle de vacances.
  • Horaire de travail flexible.
  • Culture d'entreprise collaborative.
  • Environnement de bureau convivial.
  • Salle de jeux.
  • Stationnement sur site.

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