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Job Purpose: Member of the Technology Services Team. Plays a key role in the delivery of technical support to the company employees, but also required to deliver exceptional customer service and a personalized service. The Help Desk technician is a collaborative team player with the ability to operate as part of our Global team as required across technology but will be based out of our Montreal office. It is also important that the User Support Technician is resilient under pressure and able to maintain high standards in spite of such pressures.

To manage the technical elements of the Help Desk Technician;

  • Diagnose problems reported by users (both on-site and remotely).
  • Prepare computers for end users (mac and windows)
  • Mobile phone troubleshooting, and help end users access email accounts. Inventory management of equipment and software.
  • Propose and apply solutions to identified problems.
  • Provide training to employees.
  • Follow up with users on open service requests.
  • Work closely with users to improve system performance and satisfaction.
  • Provide initial troubleshooting and support on all incoming support requests, via email, chat or phone.
  • Follow corporate standards, document and track issues and actionable steps taken with our ticketing and project tracking systems.
  • Act as liaison to vendor, project manager, quality control, development team in an effort to offer proactive service improvements.
  • Ability to work as a team member and independently with minimal supervision.
  • Ability to work off hours and on-call should the need arise.
  • Assist C-level executives with utmost professionalism to solve their technical needs.
  • Purchase Software / Hardware using financial workflows and tools.
  • Technical security minded.   \

Technical Requirements

  • Education: Technical IT diploma and/or equivalent work experience.
  • Experience: Minimum 1-year experience in an IT support role.
  • Knowledge: Windows 10/11, Mac OSX, Windows server Support and maintenance  (TCP IP, Registry, Command Prompt, Networking…) Jamf Pro infrastructure or related MDM solutions, is considered an asset.
  • Experience in managing software licensing.
  • Proficiency in using and troubleshooting video conferencing solutions, web-based and hardware based. Specifically google meet and zoom.
  • Experience with Help Desk ticketing software. Google Workspace administration experience is considered an asset.
  • Experience supporting on-site and remote users
  • Experience with ManageEngine Products is considered an asset Active Directory management experience Practical knowledge of using Network Management.
  • Apple product experience and troubleshooting
  • Basic Knowledge using network terminology (switches / firewalls / vpn software)
  • Basic knowledge of network patch panel installation and termination

Desired Profile:

  • Excellent customer service skills
  • Experiencing using OS provisioning tools Google Workspace management experience
  • Knowledge of cloud-based applications
  • Apple Product technical aptitude
  • Analytical mind and capacity for synthesizing
  • Good Interpersonal and communication skills
  • Team player
  • Able to work under pressure
  • Tactful Sense of organization and planning
  • Able to easily adapt to situations
  • Self starter
  • Excellent follow-up skills and Customer Service Availability and flexibility
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