You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
Provide support to ensure stable, reliable desktop systems to the user community across all offices.
Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools
Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
Continually maintains and upgrades technical capabilities and knowledge
Creates and maintains department procedures, user guides, and support documentation
Participates in technical testing and projects as directed
Stay abreast of new technologies.
What you must have:
Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).
Must be fluent in English and French (bilingual)
A diploma or degree in related studies and a minimum of 5 years of providing support (in person, by email, and telephone) in a desk-side support or Help Desk environment, or an equivalent combination of training and experience.
Must be a good team player with the ability to work well with others and demonstrate a professional demeanor.
Strong analytical and problem–solving skills with the ability to identify root causes
Salary/Rate Range: up to $74,000/annually CAD
Tier 2 Deskside Support/Infrastructure Analyst • Sainte-Anne-de-Bellevue, QC
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