Job Description

Reporting to the IT Helpdesk Manager, the IT Support Helpdesk Technician is responsible for resolving any hardware and software problems of users working from home through phone calls, emails and tickets.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Provide various software installation support on PCs and laptops.
• Troubleshoot technical problems regarding hardware, operating systems, software and network issues.
• Create/disable user accounts, coordinate end-user access to systems, grant access to printers, share drives, VPN, Token.
• Perform basic network troubleshooting tests to verify connectivity to systems.
• Contribute to the success of various projects.

COMPETENCIES

• Customer service champions! You will interact daily with end users possessing various levels of technological expertise. Believe us, it takes a particular DNA to do this! Empathy, courtesy and an ability to explain technical terms in a way that puts the end user at ease.
• We are looking for bilingualism, unilingual French or English. Needs to have excellent written and verbal communication skills.
• Ability to work a variety of shifts and overtime influenced by current business needs (Including evenings, weekends and holidays)
• Experience in a technical support role or troubleshooting technical issues is an asset
• Previous call center and/or work-from-home experience is an asset.

Knowledge that will be useful:

• Essential – Windows 11
• Essential – Microsoft Office suite / O365
• Asset – Protocol TCP/IP
• Asset – Experience working with IP telephony
• Asset – Experience with Antivirus and Encryption solutions
• Asset – Experience with VPN / Token solutions

#LI-KN1