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Technician, Helpdesk, IT
Fednav Limited
- Montreal, Québec, Canada
- Montreal, Québec, Canada
Über
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, Windows, etc.) and networks (mobile device to servers)
Manage and prioritize incidents with an IT ticketing system
Create, develop, and maintain documentation for the IT Team
Maintain all IT accounts, security groups, policies, hardware inventory, software licenses, etc.
Liaise with third party vendors if necessary
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 11, MS Office Suite (O365)
Solid understanding and experience with Active Directory
Experience and understanding of Teams room systems
Experience with use common ticketing systems
Experience and understanding of ITIL processes
Experience supporting printers/copiers
Knowledge of remote-control applications: Beyond Trust will be considered an asset
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
Only candidates who are currently legally eligible to work in Canada will be considered .
Honesty, integrity, commitment to professional excellence, regard for employees and
corporate responsibility define our values.
Sprachkenntnisse
- English
Hinweis für Nutzer
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