Level 1 IT Technician

4 weeks ago

Laval, Canada Alteo Full time
Alteo is looking for a Level 1 IT Technician for a permanent position based in Laval.

You will have the opportunity to evolve in a dynamic environment that will allow you to launch your career in IT.

Responsibilities:
  • Provide first response to service incidents (IT, printing and end-user connectivity) requiring telephone support or remote repair
  • Perform entry to intermediate level technical response, root cause analysis and escalation services for all workstations and printing devices, including network connectivity (Level 1 incidents)
  • Perform configuration, imaging and staging services on laptops and desktops
  • Manage service incidents requiring escalation and/or on-site response
  • Enter updates directly into the ticketing system (start and end times, details of work performed) immediately after each intervention
  • Effectively interface with the customer during service calls and maintain the highest level of customer satisfaction
  • Thorough knowledge of the warranty policies and escalation procedures of the various manufacturers supported
  • Have a thorough knowledge of the company's service portfolio and maintain an in-depth knowledge of the customer's operations to provide exceptional maintenance and support services
  • Keep abreast of new technologies, participate in company sponsored training initiatives, maintain personal certification requirements and obtain manufacturer certifications related to the work environment as required by management
  • Adhere to escalation procedures and processes as defined by management

Profile:
  • AEC/DEC in computer science or equivalent
  • 1-3 years experience as IT Technician
  • Passionate about technology and willing to learn
  • Experience administering and troubleshooting PC and printer environments, including network connectivity
  • Experience administering and troubleshooting Microsoft Windows 7/8/10 environments
  • Knowledge and ability to troubleshoot standard business applications such as Microsoft Office Suite, Outlook, O365, Internet Explorer (all versions), Google Chrome (all versions), Firefox (all versions), iTunes, Adobe PDF Reader and Writer, antivirus software; Bit Defender, MacAfee, Symantec, Sentinel One, WinZip, Active X, Java etc.
  • Experience in diagnosing and troubleshooting hardware: PCs (Dell, HP, Lenovo), laptops (Dell, HP, Lenovo, Toshiba), printers (HP, Kyocera)
  • Basic knowledge and experience in implementing and supporting SMB interconnection infrastructure: LAN, WAN and wireless devices
  • Knowledge of diagnosing and troubleshooting desktop/laptop hardware and software issues and related peripherals, printers or multifunction devices, as well as installed options and advanced features
  • Knowledge of remote management tools: N-Central, TeamViewer, GoToMeeting and Microsoft Teams (asset)
  • Knowledge of Active Directory administration techniques (user creation/deletion, profiles, connection scripts) as well as network concepts (asset)
  • CompTIA A+ or MCP certification (asset)
  • Be punctual, analytical and have good communication skills
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Alteo recherche un Technicien TI Niveau 1 pour un poste permanent basé à Laval.

Vous aurez l'opportunité d'évoluer dans un environnement dynamique qui vous permettra de lancer votre carrière dans les TI.

Responsabilités :
  • Fournir une première réponse aux incidents de service (informatique, impression et connectivité de l'utilisateur final) nécessitant une assistance téléphonique ou une réparation à distance
  • Effectuer des interventions techniques de niveau débutant à intermédiaire, analyser les causes profondes et fournir des services d'escalade pour tous les postes de travail et appareils d'impression, y compris la connectivité réseau (incidents de niveau 1)
  • Effectuer des services de configuration, d'imagerie et de mise en scène sur des ordinateurs portables et de bureau
  • Gérer les incidents de service nécessitant une escalade et/ou une intervention sur place
  • Saisir les mises à jour directement dans le système de billetterie (heures de début et de fin, détails du travail effectué) immédiatement après chaque intervention
  • Assurer une interface efficace avec le client lors des interventions de service et maintenir le plus haut degré de satisfaction du client
  • Une connaissance approfondie des politiques de garantie et des procédures d'escalade des différents fabricants soutenus
  • avoir une connaissance approfondie du portefeuille de services de l'entreprise et maintenir une connaissance approfondie des opérations du client afin de fournir des services de maintenance et d'assistance exceptionnels
  • Se tenir au courant des nouvelles technologies, participer aux initiatives de formation parrainées par l'entreprise, maintenir les exigences de certification personnelle et obtenir les certifications de fabricant relatives à l'environnement de travail, comme l'exige la direction
  • Respecter les procédures et les processus d'escalade tels que définis par la direction

Profil:
  • AEC/DEC en informatique ou équivalent
  • 1-3 années d'expérience comme Technicien informatique
  • Passionné par les technologies et désir d'apprendre
  • Expérience dans l'administration et le dépannage des environnements de PC et d'imprimantes, y compris la connectivité réseau
  • Expérience dans l'administration et le dépannage des environnements Microsoft Windows 7/8/10
  • Connaissance et capacité de dépannage des applications commerciales standard telles que la suite Microsoft Office, Outlook, O365, Internet Explorer (toutes versions), Google Chrome (toutes versions), Firefox (toutes versions), iTunes, Adobe PDF Reader and Writer, logiciels antivirus ; Bit Defender, MacAfee, Symantec, Sentinel One, WinZip, Active X, Java etc.
  • Expérience en matière de diagnostic et de dépannage du matériel : PC (Dell, HP, Lenovo), ordinateurs portables (Dell, HP, Lenovo, Toshiba), imprimantes (HP, Kyocera)
  • Connaissance et expérience de base dans la mise en œuvre et le soutien de l'infrastructure d'interconnexion des PME : Appareils LAN, WAN et sans fil
  • Connaissances en matière de diagnostic et de dépannage des problèmes liés au matériel et aux logiciels des ordinateurs de bureau ou portables et des périphériques, imprimantes ou appareils multifonctions connexes, ainsi que des options installées et des fonctionnalités avancées
  • Connaissances sur les outils de télégestion : N-Central, TeamViewer, GoToMeeting et Microsoft Teams (atout)
  • Connaissance des techniques d'administration d'Active Directory (création/suppression d'utilisateurs, profils, scripts de connexion) ainsi que des concepts de réseau (atout)
  • Certification CompTIA A+ ou MCP (atout)
  • Être ponctuel, analytique et posséder de bonnes compétences de communication

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