Technical Support Analyst (Level II)ALDO Group • Montreal (administrative region), QC, CA

Technical Support Analyst (Level II)

ALDO Group • Montreal (administrative region), QC, CA

10 days ago

Job type

Full-time

Job description

Join to apply for the Technical Support Analyst (Level II) role at ALDO Group .

About ALDO Group

We'RE ON A JOURNEY TO CREATE A WORLD OF LOVE, CONFIDENCE AND BELONGING. The ALDO Group has been on this journey for over 50 years. We believe that our passionate associates are at the heart of our success, and that with them we will lead into our future with kindness. The ALDO Group is committed to diversity and inclusion, not only now, but for the long term. We strongly encourage people who are Aboriginal, racialized, have disabilities, come from gender and sexually diverse communities and / or have intersectional identities to apply for employment with us.

Find Your Fit

Recognition programs to showcase your talent!
To be part of a company that takes a stand on issues affecting people, the environment, and our partners
Purchase discount on merchandise sold in all our divisions.
Family & Friends events with discounts on our products
Gourmet Cafeteria & Coffee shop
Subsidized public transportation and free parking
On-campus gym with access to a trainer
Flex schedules and telecommuting
Attractive total compensation!

Responsibilities

Deliver IT services assigned through the JIRA Service Desk ticketing system for incidents and requests for ALDO Associates.

Properly diagnose issues and provide resolution options.

Log issues and document actions taken to resolve incidents, issues, or requests.

Provide technical assistance to HO employees via phone, chat or in-person.

Meet or exceed established service level agreements for IT service delivery for incidents and requests.

Escalate and collaborate with appropriate IT teams or partners to resolve issues.

Maintain a high-level of customer satisfaction with each associate interaction, going above and beyond to resolve incidents or requests in a timely manner and performing proactive activities when possible.

Maintain documentation for processes, procedures, and troubleshooting guides to ensure consistency and knowledge sharing.

Training, coach, and mentor Level I Technical Support Analyst for them to achieve a high-level of first contact resolution to reduce the number of tickets escalated to Level II support.

Enable self-service, technical documentation, scripts and automation solutions for repeat incidents or requests.

Provide troubleshooting skills and evaluate possible solutions to requests or IT related issues when needed.

Strive to analyze, understand, and resolve issues as independently as possible to avoid ticket bounce and deflection.

Adhere to and promote standards related to technology hardware and software to maintain an environment that is simple, efficient, secure, and performance.

Identify and work with the Secularity team to quickly resolve any risks related to cybersecurity, privacy, or compliance.

Raise ticket trends to seniors and / or management for addition to backlogs items requiring higher-level support.

Stay updated with emerging technologies and industry trends to recommend and implement innovative solutions.

Recognize ticket trends and build solutions to reduce Level I workloads.

Support HO campus IT equipment and technology used for collaboration such as televisions, video cameras, collaboration hubs, projectors, phones, and other audio‑video related equipment.

Provide VIP support to high-priority clients as needed.

Be available for on-call support during designated times.

Participate in special projects.

Requirements

3–5 years of demonstrated experience in IT Technical Support roles / hardware & software support / basic network support mobile device support.

Excellent problem‑solving skills.

Team player, able to collaborate, exchange information and have fun.

Ability to follow instructions, write technical documents, and procedures.

Ability to work in a multi-tasking environment.

Ability to work outside of operational hours for on‑call support during designated times.

Fluency (written / spoken) in both French and English as it involves communication with clients and stakeholders across Canada, including provinces where English is the primary language of business.

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Technical Analyst • Montreal (administrative region), QC, CA

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