Helpdesk Support Analyst

The title of the posted position may differ from the one used internally to make things easier for external job searchers who use terms more commonly encountered on the market.

About Valero Energy Inc.

Valero Energy Inc., with its Canadian head office in Montreal, is a subsidiary of Valero Energy Corporation, a Fortune 500 company.

We are the leading distributor of petroleum products in Quebec, the Atlantic provinces and Ontario and the world’s second-largest producer of renewable diesel fuel and ethanol.

We stand out as the second-largest petroleum refiner in eastern Canada, thanks to our Jean-Gaulin Refinery in Lévis. We also possess numerous major logistical infrastructures, such as the Montreal East Terminal.

Our success? We owe it to our 10,000 employees who are committed to our values including safety, environmental stewardship, teamwork, community engagement and operational excellence.

We consider our employees our most important asset and provide a wide variety of stimulating jobs for those seeking to grow professionally.

Our salaries and benefits along with our retirement savings plan, which ranks among Canada’s Top 5 in terms of employer contributions are highly competitive.

These are some of the reasons we are known as an employer of choice.

About the position

Reporting to the Director of IT Infrastructure and Logistics, the Technical Support Specialist is responsible for providing first-line technical support to users in Canada, with secondary support for the United States and the United Kingdom.

You will play a key role in resolving technical issues and improving IT support systems.

Responsabilities

• Respond to calls, emails and other forms of communication from users regarding IT issues or support requests, primarily for Valero's Canadian office.
• Diagnose and resolve computer and software issues using the incident management system.
• Ensure an excellent level of customer service by handling each request in a courteous and professional manner.
• Redirect complex incidents to the appropriate technical teams.
• Monitor incident queues, following up with customers and support teams as necessary.
• Maintain and update a database of procedures and technical documentation.
• Participate in IT projects by contributing to testing, deployment and communications.
• Identify and report to the IT Manager any issues that may affect operations.

Qualifications

• Technical degree or higher in computer science, engineering or related field, with a minimum of three (3) years' relevant experience.
• Bilingual (French and English), both written and spoken.
• Advanced knowledge of the Microsoft Office suite and teleworking tools (VPN, remote access, etc.).
• Excellent customer service skills and ability to communicate effectively.
• Ability to work under pressure and provide quality technical support.
• Proactive approach and attention to detail.

Valero Energy Inc. is governed by the Charter of the French Language. However, knowledge of English is considered necessary for performing the tasks of this position.

The individual in this position will be required to review documents and interact both verbally and in writing with colleagues at the head office in Texas or in other Canadian provinces, or with various stakeholders such as customers, suppliers, unilingual anglophone business partners.

When working at our Company, your benefits will include :

• Full benefits package
• Being employed by one of Canada’s Top 5 employers in contributions to the retirement savings plan
• Annual bonus program
• Reimbursement of training expenses program
• Reimbursement of fitness activities program
• Health and Wellness Program
• Free access at all times to virtual healthcare
• On-site access to a gym and fitness courses
• Rewards program for service anniversaries
• Summer schedule for eligible positions
• Plus many more to discover!

Valero Energy is an employment equity employer. We encourage all those meeting the selection criteria to send us their application.

It will be reviewed without consideration of statuses protected by law, including sexual orientation, gender identity, gender, minorities and individuals with disabilities.