Technical Support Agent x3

Location : MONTREAL EASTAvailability / Duration : ASAP + 3-months CONTRACT positionWork organization : Hybrid (3 days on site / 2 days teleworking)Language : Bilingual (EN / FR) >

MANDATORYAs a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistance and support to executive-level clients, ensuring their technical needs are met promptly and efficiently.

You will serve as the primary point of contact for executive-level customers, offering personalized assistance and always maintaining a high level of professionalism.

• Assisting in providing Customer Service support to executive level clients, on a rotational 24 / 7 schedule
• Act as an escalation point for advanced or difficult help requests from other TSAs
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

Assemble, image, and configure workstations, laptops and servers according to client specifications and details

• Test fixes to ensure problem has been adequately resolved.
• Meet SLAs to manage end-user expectations.
• Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
• Other duties as assigned by upper management.

Qualifications

• Bachelor's degree in Information Technology,puter Science, or related field or experience
• 7+ years proven experience in technical support roles, with a focus on executive-level support preferred
• Excellentmunication and interpersonal skills, with the ability to interact professionally with executive-level clients
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to work independently and collaboratively in a fast-paced, dynamic environment
• Knowledge in relevant technical areas (e.g., ITIL,pTIA, Microsoft, Cisco) a plus
• Bilingualism
• Driving license is required
• Availability to work flexible hours, including evenings, weekends, and holidays

What we offer!

• Group insurance & RRSP program
• Free gym on site
• Two cafeterias on site (subsidized meal program available)
• Dynamic & rewarding work environment- work on high-impact, meaningful projects while also having fun!

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

LI-DNI

1113452 - Mickael Luengo