Technician, Helpdesk

1 month ago

Montreal, Canada Fednav Limited Full time

Fednav, headquartered in Montreal, is the largest international dry bulk shipping group in Canada engaged in worldwide ocean transportation. Fednav has five international offices established on four continents. Founded in 1944, we are a driven, innovative, and respected organization committed to our employees and customers.

We are currently looking for a permanent Technician, Helpdesk, IT. The ideal candidate will provide technical assistance and IT support to our Montreal and global employees. Committed to providing outstanding customer service, he will gather necessary information to resolve and/or facilitate resolution of a wide range of IT issues, and set up, configure, maintain, trouble shoot, and upgrade hardware, software and networks.

WHAT YOU'LL BE DOING | THE ROLE

Key responsibilities include:

Resolve and/or facilitate resolution of a wide range of IT issues and liaise with other IT team members on application and system issues Open, monitor and resolve tickets in a timely fashion while providing quality solutions. Ensure that ticket resolution, trouble shooting steps, communication with requesters are all documented Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved Answer and resolve inquiries regarding software and hardware, copiers, phone system, and mobile devices (cellular phone & tablet) via phone, email and in-person during regular office hours and rotating on an on-call, 24/7 basis Set up, configure, maintain, troubleshoot, and upgrade hardware (computers, peripherals, telephones, mobile devices, etc.), software (Office 365, IMOS, etc.) and networks (mobile device to servers) Manage and prioritize incidents with incident management reporting system Create, develop, and maintain documentation for IT Team Maintain all IT accounts, security groups, policies, hardware inventory, software licenses, etc. Liaise with third party vendors Review and streamline technical processes Assist in R&D on new technology Updating of knowledgebase

WHAT YOU BRING | THE PERSON

The ideal candidate has:

Minimum 3 years of help desk or related experience Post-secondary degree in Information Technologies, or MCSA, or the equivalent in experience Proven knowledge of hardware and software including familiarity with deployment of Windows 10, MS Office Suite (O365) Solid understanding and experience with Active Directory Experience with use common ticketing systems Experience and understanding of ITIL processes Experience supporting printers, audio/video systems Knowledge of various remote-control applications: TeamViewer, WebEx, join.me, etc. Knowledge of networking, wiring and MS Server would be considered an asset Advanced troubleshooting and analytical skills Good understanding of networking concepts Excellent time management skills, the ability to multi-task and prioritize, and consider yourself a self-starter Great communication skills and the ability to deal with users at all levels of the organization Ability to simplify technical concepts using user-friendly language Bilinguism, English and French

Honesty, integrity, commitment to professional excellence, regard for employees and 
corporate responsibility define our values.

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