IT Agent - IT Assistance Center

Overview

Permanent position

We were born from an eclectic troop of performers. Come live the experience of being yourself every day to create the extraordinary.

Our Mission

Since 1984, Cirque du Soleil Entertainment Group has been focusing on ever more creative and magical work in order to constantly push the limits of the imagination and surprise spectators! Innovation and creativity are at the heart of our shows and will continue to transcend our upcoming productions around the world.

Your Role

IT Agent - IT Assistance Center

Your Mission

Under the supervision of the head of the Information Technology Assistance Center, the agent is responsible for providing technical support to employees, whether in person or remotely. The agent is tasked with handling service tickets (requests, incidents, or problems) and must be able to diagnose and resolve moderately complex technical issues. They must provide professional, courteous, respectful service and clear guidance to users.

Responsibilities

• Take charge of tickets opened by users (requests, incidents, problems)
• Diagnose, troubleshoot, and resolve reported technical issues, based on basic knowledge articles
• Escalate more complex issues to the head of the service center
• Collaborate with other team members to resolve issues
• Document the resolution steps in the ticketing system
• Ensure user satisfaction by responding effectively and professionally
• Work at the ITAC counter to serve clients in person

Your Unique Expertise

• College diploma in computer science, information technology, or a related field
• One to three years of experience in a customer service center
• Knowledge of Microsoft software and Windows computers (Mac is an asset)
• Fluency in spoken and written French and English communication
• Ability to work under pressure and manage multiple tasks simultaneously
• Ability to work independently and as part of a team
• Customer-oriented and problem-solving skills
• On-site work at the company headquarters
• Interpersonal skills and the ability to work at the helpdesk counter

Overview of Benefits

• An inclusive work mode based on team experience and flexible working hours
• Access to an individual office on the days you come to the Montreal Studio, a stimulating environment that will allow you to put all your creativity to good use
• A culture focused on the development of fair practices and unifying events
• Professional growth focused on high quality projects to propel your career
• A group insurance program, RRSPs and other benefits that we will be happy to present to you
• Personalized support adapted to your professional ambitions: training program, regular check-ins, inter-team contribution

Cirque du Soleil Entertainment Group is committed to creating and maintaining an accessible and inclusive workplace. Proud ambassador of equality in employment, Cirque du Soleil Entertainment Group is committed to eliminating discrimination based on age, skin color, origins, religion, sex, gender, sexual orientation and any other characteristic. Neutral and inclusive writing is now preferred for all new job postings.