Technical Support Specialist VIP

2 weeks ago

Montreal, Canada Hays Full time

Location: MONTREAL EAST

Availability/Duration: ASAP + Permanent position

Work organization: Hybrid (3 days on site/2 days teleworking)

Language: Bilingual (EN/FR)


As a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistance and support to executive-level clients , ensuring their technical needs are met promptly and efficiently. You will serve as the primary point of contact for executive-level customers, offering personalized assistance and always maintaining a high level of professionalism.

  • Assisting in providing Customer Service support to executive level clients, on a rotational 24/7 schedule
  • Act as an escalation point for advanced or difficult help requests from other TSAs
  • Alert management to emerging trends in incidents .
  • Deploy pre-packaged software as needed using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.
  • Escalate incidents with accurate documentation to suitable technician or vendor , when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Assemble, image, and configure workstations, laptops and servers according to client specifications and details
  • Test fixes to ensure problem has been adequately resolved.
  • Meet SLAs to manage end-user expectations.
  • Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
  • Other duties as assigned by upper management.


Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or related field or experience
  • 7+ years proven experience in technical support roles, with a focus on executive-level support preferred
  • Excellent communication and interpersonal skills, with the ability to interact professionally with executive-level clients
  • Strong problem-solving abilities and technical troubleshooting skills
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment
  • Knowledge in relevant technical areas (e.g., ITIL, CompTIA, Microsoft, Cisco ) a plus
  • Bilingualism
  • Driving license is required
  • Availability to work flexible hours, including evenings, weekends, and holidays


What we offer

  • Competitive salary + other perks
  • Group insurance & RRSP program
  • Company-wide events throughout the year (BBQ, Holiday party etc.)
  • Free gym on site
  • Two cafeterias on site (subsidized meal program available)
  • Dynamic & rewarding work environment- work on high-impact, meaningful projects while also having fun


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Lieu : MONTRÉAL-EST

Disponibilité/Durée : ASAP + Poste permanent

Organisation du travail : Hybride (3 jours sur site / 2 jours en télétravail)

Langue : Bilingue (EN/FR)


En tant qu'agent de soutien technique spécialisé dans le soutien aux cadres, vous serez responsable de fournir une assistance technique et un soutien de haute qualité aux clients de niveau exécutif, en veillant à ce que leurs besoins techniques soient satisfaits rapidement et efficacement. Vous servirez de point de contact principal pour les clients de niveau exécutif, offrant une assistance personnalisée et maintenant toujours un haut niveau de professionnalisme.

  • Aider à fournir un soutien au service à la clientèle aux clients de niveau exécutif, selon un horaire rotatif 24 heures sur 24, 7 jours sur 7
  • Agir comme point d'escalade pour les demandes d'aide avancées ou difficiles d'autres TSA
  • Alertez la direction sur les tendances émergentes en matière d'incidents .
  • Déployez des logiciels pré-packagés selon vos besoins à l'aide d'outils de déploiement automatisés.
  • Aider aux versions et aux déploiements de logiciels selon les meilleures pratiques de gestion du changement.
  • Faites remonter les incidents avec une documentation précise au technicien ou au fournisseur approprié , si nécessaire.
  • Enregistrez, suivez et documentez le processus de résolution des incidents du centre de services, y compris toutes les décisions prises et les actions réussies et infructueuses, jusqu'à la résolution finale.
  • Utilisez des outils à distance et des utilitaires de diagnostic pour faciliter le dépannage.
  • Rechercher des solutions dans une base de connaissances interne et externe au besoin.
  • Effectuez des réparations pratiques au niveau du bureau lorsque les outils à distance ne sont pas appropriés, y compris des réparations matérielles, la livraison de périphériques ou d'autres correctifs déterminés. Assemblez, imagez et configurez les postes de travail, les ordinateurs portables et les serveurs selon les spécifications et les détails du client
  • Testez les correctifs pour vous assurer que le problème a été résolu de manière adéquate.
  • Respectez les SLA pour gérer les attentes des utilisateurs finaux.
  • Surveiller le système central de tickets de l'entreprise pour assurer la résolution rapide des problèmes de support technique dans le cadre des SLA définis par le client.
  • Autres tâches assignées par la haute direction.


Qualifications

  • Baccalauréat en technologie de l'information, en informatique ou dans un domaine ou une expérience connexe
  • 7+ ans d'expérience avérée dans des rôles de soutien technique, avec un accent sur le soutien au niveau de la direction de préférence
  • Excellentes compétences en communication et en relations interpersonnelles, avec la capacité d'interagir de manière professionnelle avec des clients de niveau exécutif
  • Solides capacités de résolution de problèmes et de dépannage technique
  • Capacité à travailler de manière autonome et collaborative dans un environnement dynamique et au rythme rapide
  • Connaissance des domaines techniques pertinents (par exemple, ITIL, CompTIA, Microsoft, Cisco ) un atout
  • Bilinguisme
  • Le permis de conduire est requis
  • Disponibilité à travailler selon des horaires flexibles, y compris les soirs, les fins de semaine et les jours fériés


Ce que nous offrons

  • Salaire compétitif + autres avantages
  • Assurance collective et programme REER
  • Événements à l'échelle de l'entreprise tout au long de l'année (BBQ, Party des Fêtes, etc.)
  • Salle de sport gratuite sur place
  • Deux cafétérias sur place (programme de repas subventionnés disponible)
  • Environnement de travail dynamique et enrichissant - travaillez sur des projets à fort impact et significatifs tout en vous amusant

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